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Greeting
S w i t c h b o a r d
1. Number of rings before answer 1
Answered in four rings or less
Yes
0
No
0
N/A
0
2. Number of seconds on hold
0
Caller placed on hold
Yes
0
No
0
N/A
0
3. Caller on hold sixty seconds or less
Yes
0
No
0
N/A
0
4. Operator’s greeting was polite and friendly
Yes
0
No
0
N/A
0
5. Operator’s greeting was easily understood
Yes
0
No
0
N/A
0
6. Operator transferred the call promptly
and appropriately
Yes
0
No
0
N/A
0
S a l e s o r C a t e r i n g D e p a r t m e n t
7. Number of rings before answer 1
Answered in four rings or less
Yes
1
No
0
N/A
0
8. Number of seconds on hold 0
Caller placed on hold
Yes
0
No
0
N/A
0
9. Caller on hold sixty seconds or less
Yes
1
No
0
N/A
0
10. Greeting was polite and friendly
Yes
1
No
0
N/A
0
11. Greeting was easily understood
Yes
1
No
0
N/A
0
12. If Sales Person not available, receptionist obtained
pertinent details of inquiry in addition to name and
phone number to pass on to Sales Person
Yes
1
No
0
N/A
0
13. If a message had to be left, call was returned within 8
business hours
(business hours are 8 am to 5 pm)
Yes
5
No
0
N/A
0
Score: 100%
3 points out of a possible 3
Qualification of Needs
1. Asked purpose of event or travel
Yes
1
No
0
N/A
0
2. Asked all necessary questions about specific needs for
event or travel (i.e. overnights, food and beverage,
times and dates, set-up style. Will vary depending
upon type of group)
Yes
4
No
0
N/A
0
3. Uncovered history of event or travel
Yes
1
No
0
N/A
0
4. Asked about the budget or price expectation prior to
quoting pricing
Yes
1
No
0
N/A
0
5. Asked if Caller was flexible with their dates during
initial
qualification
Yes
1
No
0
N/A
0
6. Learned or asked questions about the organization
Yes
1
No
0
N/A
0
7. Uncovered the decision maker
Yes
1
No
0
N/A
0
8. Uncovered the decision date
Yes
2
No
0
N/A
0
9. If details were taken by receptionist, Sales Person was
knowledgeable of them
and recapped them
Yes
1
No
0
N/A
0
10. Uncovered buy factors, what is most important
to the prospect
Yes
2
No
0
N/A
0
11. Asked if Caller was familiar with them
Yes
1
No
0
N/A
0
12.
BONUS POINT
Inquired about potential future needs for
either their hotel or for sister properties
Yes
1
No
0
N/A
0
13.
BONUS POINT
Asked how Caller heard about them
Yes
1
No
0
N/A
0
14. Utilized at least 2 open-ended questions
Yes
3
No
0
N/A
0
15. Utilized good listening skills
Yes
1
No
0
N/A
0
16. Showed a genuine interest in understanding and
meeting the caller’s needs
Yes
1
No
0
N/A
0
Score: 85%
17 points out of a possible 20
Sample Hotel 7/16/2012 0000s_071612_ss Carolyn Jones