67 / 72
67
Professionalism and Follow-up
S a l e s P e r s o n P r o d u c t K n ow l e d g e a n d P r o f e s s i o n a l i sm
1. Displayed good product knowledge when questioned
Yes
1
No
0
N/A
0
2. Was professional overall and used good
telephone etiquette
Yes
1
No
0
N/A
0
3. Returned calls promptly and was prepared
Yes
1
No
0
N/A
0
4. Manager attempted to establish rapport via the use of
some casual conversation and friendly interaction with
the customer
Yes
1
No
0
N/A
0
5. Used Caller’s name at least once during the call
Yes
1
No
0
N/A
0
C o r r e s p o n d e n c e a n d S a l e s Ma t e r i a l s
6. Information was received in a timely basis
Excellent
3
(W/in 24 hrs)
Good
2
(25 - 48)
Average
1
(49 - 72)
Not Rcvd
0
(over 72)
N/A
0
7. All information promised by the Sales Person
was received
Yes
1
No
0
Not Rcvd
0
N/A
0
8. Correspondence was personalized by addressing
the specific details discussed on the phone
Yes
1
No
0
Not Rcvd
0
N/A
0
S a l e s P e r s o n F o l l ow - u p
9. Followed up personally in a timely basis
to pursue the business
Excellent
3
(w/in 4 days)
Good
2
(5 - 8)
Average
1
(>8)
Not Done
0
N/A
0
10. Identified why business was lost
Yes
1
No
0
N/A
0
11. Identified future business potential
Yes
1
No
0
N/A
0
12. Set action for future contact
Yes
1
No
0
N/A
0
Note: if Caller does not speak with Manager when declining
to book, then questions #10, #11, and #12 are rated N/A and
do not impact the score.
Score: 100%
13 points out of a possible 13
The following page will provide a brief recap of how the inquiry transpired. As part of the feedback, we will provide insight as to
how the manager sells the brand. For the Westin Brand, the Core Values are 1) Personal, 2) Instinctive, and 3) Renewal.
The manager should not be saying this verbatim to the customer but rather should convey the brand value using the below key
words in the process. For example, the manager should NOT say, “At the Westin we provide a personal touch that is
instinctive to your needs.” This is just saying the 3 Core Values in a row. However, they can say something like, “Here at the
Westin we provide an intimate environment that makes your guests’ stay special.” The Westin language assumes an intimacy
with the audience. Ideas are expressed in brief phrases, richly endowed with meaning. Every word is carefully chosen to reflect
its own deep significance. The language communicates sophisticated concepts using very few words.
Westin Brand Terminology
Replenish
Exhilarate
Respite
Aspiration
Refresh
Inspire
Revitalize
Transform
Restore
Energize
Catharsis
Rejuvenate
Retreat
Recharge
Elevate
Being
Becoming
Wellness
Presence
Intimate
Original
Distinction
Relationship
Individual
Identity
Custom
Regard
Unique
Inner
Characteristic
Particular
Distinguishing
Private
Special
Tendency
Appropriate
Perspective
Reflex
Perceptive
Knowing
Empowering
Internal
Sample Hotel 7/16/2012 0000s_071612_ss Carolyn Jones