9 / 72
9 Confidential. For use by Hospitality Softnet Staff only
HANDLING OBJECTIONS:
The fourth step involves negotiating and handling any objections. At this point, the manager should have a
good understanding of the client’s needs and the client understands what the hotel has to offer. At this point,
an objection may be raised or the customer may need to negotiate pricing before the manager can close.
The following are some tips regarding this phase of the Sales Process
.
Responding to an Objection
STEP #1
The manager should confirm they understand the objection. This way the manager can better understand
why the customer is objecting, and can therefore better determine how to respond. The objection could be
due to a competitor’s price, perceived price value, budget, or even the customer is “just trying.” Each of
these reasons would be responded to in a slightly different manner.
STEP #2:
Show empathy with the client.
STEP #3:
Reinforce the hotel's features and benefits.
STEP #4:
The manager should respond to the objection
STEP #5:
Use a trial close question to confirm that you have successfully responded to the objection.
Points to Keep in Mind When Negotiating or Handling Objections
Win-Win Solutions:
The manager should try to always negotiate for a win-win solution where both parties will benefit. By doing so
they maintain rate or price integrity. Just dropping price or giving in to the customer for no reason will
jeopardize integrity.
Why is Maintaining Integrity so Important:
1. If the manager just lowers the rate without getting anything in return, the client will lose trust that the
manager is dealing “straight” with them. They may feel the manager was trying to take advantage of
them by quoting high.
2. When the customer re-books in the future, the customer will feel they can get the manager to lower the
rate/price again.
3. The hotel loses if the solution is the client gets something, but the hotel does not.