65 / 72
65
Presentation
B a s i c S k i l l s
1. Was able to knowledgeably describe and discuss the
hotel’s
features
Yes
2
No
0
N/A
0
2. Utilized one or more
adjectives
to describe a feature or
benefit
Yes
2
No
0
N/A
0
3. Sold
benefits
as well as features
(2 or more benefits must be stated to obtain a Yes)
Yes
3
No
0
N/A
0
4. Presented the hotel vs. simply quoting pricing and
availability: Presentation must include at least 3 features
to gain a Yes rating. Areas that were addressed in the
presentation included:
Yes
3
No
0
N/A
0
Location
Guest
Rooms
Restaurant
Lounge
Function
Space
Quality
Service
Additional
Amenities
5. Addressed Caller’s buy factor(s) during the presentation
by acknowledging them and then explaining how the hotel
can meet these specific need(s)
Yes
5
No
0
N/A
0
6. Made presentation first before quoting price
Yes
5
No
0
N/A
0
7.
BONUS POINT
Attempted to creatively present the hotel
by asking the caller to go to the hotel's web site live while
on phone so the site could be used as a tool
(Please note that Caller may decline offer but manager still
obtains points for asking)
Yes
2
No
0
N/A
0
8.
BONUS POINT
Attempted to upsell
Yes
2
No
0
N/A
0
Ad d r e s s e d C omp e t i t i o n
9. Determined what other facilities were being
considered (must actually determine facility names)
Yes
5
No
0
N/A
0
10. Demonstrated knowledge of the competition
Yes
1
No
0
N/A
0
11. Attempted to sell against the competition in a
proactive manner by actively pointing out their hotel’s
strengths after the competition was discovered in a
clear attempt to sell against them and show the
customer why their hotel is the best option
Yes
3
No
0
N/A
0
12. Addressed the competition without criticizing them
Yes
3
No
0
N/A
0
Note: If competition was not uncovered at all, questions #10 through #12 are rated No.
S p a c e A v a i l a b i l i t y
13. Confirmed within 8 business hours if space was
available or not
(business hours are 8 am to 5 pm)
Yes
1
No
0
N/A
0
14. Quoted pricing within 24 hours
Yes
1
No
0
N/A
0
15. When quoting pricing, item being discussed was
described
Yes
1
No
0
N/A
0
Score: 71%
25 points out of a possible 35
Sample Hotel 7/16/2012 0000s_071612_ss Carolyn Jones