66 / 72
66
Handling Objections
I f a n Ob j e c t i o n Wa s No t R a i s e d
1.During the call
Manager did a nice job in selling the caller on choosing their facility and so an
objection was not raised
5
Not Applicable, an objection was not raised and this section does not apply
0
An objection was raised, see questions 2 through 4
0
B a s i c S k i l l s
O b j e c t i o n D u e t o W e d d i n g P a c k a g e P r i c e o f $ 7 0 . 0 0
2.
Listened
to the objection actively
(customer could tell
the manager heard what their concern was)
Yes
1
No
0
N/A
0
3.
Empathized
with what has been heard showing
interest in the customer’s concern
Yes
1
No
0
N/A
0
4.
Asked
questions to confirm their understanding of the
objection
Yes
1
No
0
N/A
0
5.
Produced
results by responding to the objection
and
included in the response a reiteration of some features
and/or benefits to reinforce value (must do both)
Yes
3
No
0
N/A
0
6. Sales Person responded to the objection by stating the package is a starting point and the menu can be customized to fit
the caller's budget.
7. If a concession is extended, a reason was
provided versus just giving the customer what
they requested without providing a reason why
Yes
3
No
0
N/A
0
O v e r a l l R e s p o n s e t o Ob j e c t i o n
8. Overcame objection successfully
Yes
5
No
0
N/A
0
9. Used a trial closing question to determine if the
objection was successfully overcome or if there were
any other obstacles to address
Yes
1
No
0
N/A
0
10. Offered alternative dates when they could be
more flexible
(does not impact score, but in many
instances can be a good strategy to maintain integrity)
Yes
0
No
0
N/A
0
Score: 67%
10 points out of a possible 15
Attempt To Close
1. Used a trial closing question to lead up to the close
Yes
2
No
0
N/A
0
2. Summarized the features and benefits to help lead up
to the close
(does not impact score, but good skill to use)
Yes
0
No
0
N/A
0
3. Attempted to close on a
Definite
Commitment
10
Tentative
Commitment
10
Other
Logical Step
10
Not
Done
0
N/A
0
Special Note: "Other Logical Step" option is for pieces of business where asking for a commitment at the time of the conversation(s) would not be appropriate. Simply offering a
proposal does not earn points. Manager must have a definitive conversation in regards to ultimately closing on the business, and must follow through.
C o r r e s p o n d e n c e
4. Offered to send a proposal or contract
Yes
3
No
0
via Email
N/A
0
5. Asked the customer what form of delivery they would
prefer for information to be sent
Yes
3
No
0
via Email
N/A
0
Ne x t S t e p
6. Before ending call, reiterated or confirmed next action
to be taken
Yes
2
No
0
N/A
0
7. Agreed upon a time to follow up
Yes
2
No
0
N/A
0
Score: 100%
22 points out of a possible 22
Sample Hotel 7/16/2012 0000s_071612_ss Carolyn Jones