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P a g e
C o n f i d e n t i a l , c a n n o t b e d i s t r i b u t e d t o a n y o n e o u t s i d e H o s p i t a l i t y S o f t n e t
MANAGEMENT COMPANY:
PSAV (PSAV is an Audio Visual Company)
TEMPLATE:
SalCheckPlus_PSAV4.dot (footer date of 042214)
NAMING THE REPORT
DOCUMENT & SHOP ID:
Location Number is the Hotel Code found on your assignment.
Shop ID Code is a specific number that will be provided in the Scenario of your assignment. EXAMPLE: 1544-25988
Property ID Code is: Manager's First name_Last name_Report_Hotel
Code_initiate dateMMDDYY_shopper initials. EXAMPLE:
Allison_Statler_Report_2231_022414_lj
The Property ID Code is also how you name the report document AND audio when saving.
NOTE on Competitor Shops:
For Competitor shops the Property ID Code is:
Hotel NAMEC
_initiate dateMMDDYY_shopper initials.
(Adding: C, after the Hotel NAME). The Location Number will be PS-Competitor AND Shop ID Code for Competitor Shops is the name of
the AV Company. Please see below for instructions on naming correspondence.
TENTATIVE CLOSE OUT
DATE:
The tentative close out date is
10 REGULAR days
(INCLUDING weekends and holidays) after speaking with the audio visual person.
Should you have to leave a voicemail for the audio visual person during your initial attempt and IF the person does not call you back in 24
hours, call a 2
nd
time. If you reach voicemail again, leave a 2
nd
message. IF the second message is not returned in 24 hours, the shop is
closed out and rated accordingly. (Please allow time for voicemail distribution.)
CHRONOLOGY TIME ZONE:
Time zones used on the chronology should be the time zone of the identity being used.
SPECIAL NOTES:
*Please initiate the call by phoning the hotel and asking for the AV Department at the Hotel Switchboard. If the AV Person asks who you are
working with at the hotel, you can answer that you are only in charge of the AV and a colleague is handling the other arrangements.
*Your assignment will note when the PSAV assignment is for a PSAV manager or a competitor by noting:
Competitor Shop
after the
Month and Year, as well as making a note in the Scenario section of your assignment sheet. You will use the same template; however,
when you are shopping the competitor, you will fill in the management field at the top of page one with:
Intelligence Report
, as well as
selecting
Competitive Sales
under SHOP TYPE on page one.
*Scenario_Shop Notes documents
will be provided to use for shop. Ensure the document name matches your assignment so that you
are using the correct document!
*RVP Event Sales and RVP Operations
will ALL be provided on assignment (fill in with the person's first and last name)
*
Employee Number
: Please list as N/A
*Label SHOP TYPE carefully
(Sales or Competitive Sales)
*ADI
on the first page of the report will always be:
PSAV
*Seek consent for all managers and submit audios; all should have consent on file.
*When submitting reports to the HSI office, please indicate "PSAV Shop" in the subject line.
*Ask a probing question one of the pieces of equipment you need or about the AV tech. Example, "Is the podium microphone stationary
or detachable?"
NOTES PERTAINING TO THE REPORT’S SPECIFIC SECTIONS:
Sales Scenario:
Always note as follows in the Sales Scenario section located on the first page of the report:
Market Segment :
Corporate Group
Attendees:
**Based on scenario
Decision Date:
Immediate
Special Requests:
N/A
Shop Scenario
: PSAV Scenario 1 (if we must use the alternate scenario, please use PSAV Scenario 2)
Reachability:
No special instructions. The response time to messages is measured in TOTAL hours.
Financial Summary:
Be sure that financial summary encompasses all equipment requested for all days of the meetings, minus tax and service charge. The
correspondence from the audio visual person usually includes on the last page the amount for tax and service charges. This amount will
need to be deducted when included in the quote. IF you do not speak with an AV Person, the financial summary may be left blank.
*Please be sure to complete these (2) questions. “Quote Response Time” is the SAME as the answer in the PROPOSAL section of the
report. “Confirm Quote was Received” refers to the initial quote and can be done via phone OR email.
Chronology:
In the event you speak with several agents in the AV Department, please be sure to distinguish between each person that assisted.
Greeting:
Question #3: Please take note to the specific wording to be used when the AV Person answers the phone line.
Question #6: AV Person must respond via phone to gain credit. If the AV Person emails in response to the initial call, please call again
after 24 hours of your initial call.
Qualify & Discover:
(Qualification)
The Scenario_Shop Notes document will provide some extra pointers on what your answers can be when you are asked
questions by the AV Person. Please review this document thoroughly before you place calls to the hotel. This is for your
information only.
Proposal
(PSAV refers to this as the
Presentation):
The Quote Response Time is the number of days from when you spoke with the AV Person to when you received the initial price QUOTE.
If it was received on the SAME Day, please select “1”.
NOTE: Regarding Question #4, the AV Person needs to only
present one feature and/or one benefit to be awarded the points
.
Negotiate/Handling
Objections:
*We are NOT responding to confirm that you have received the proposal/quote. So,
if the AV Person does not follow-up in 48
hours…then please call or email to give your objection.
*We are
ALWAYS
objecting to price on the SECOND call or email!!
We DO NOT object on the initial call
, as we want to first receive
written information on the first quote. Then after we object, we want to receive written information with the second quote. However, IF
the Person does not respond to your objection, you will rate the report accordingly with “No” ratings. Then in this case, under Financial
Summary, you will re-type the information from the First Quote into the Final Quote section reflecting 0% discount.
NOTE:
Regarding Question #8 – During the second communication with the AV Person, when you are objecting, you MUST ask what the
Service Charge includes. If there is no service charge listed, please ask if there is one.
This can be asked via phone or voicemail or email,
after you have received PSAV’s written information. The AV Person can respond by phone, voicemail or email and you will be noting
their response on the report by rating #8.
Review/Advancing the Sale:
The PSAV Person is
NOT required
to ASK for the business.
Professionalism & Follow
Up:
Please note that the AV Person is able to follow-up via PHONE or EMAIL.
Question #2 – The AV Person MUST call within 48 hours in order to receive an EXCELLENT rating.
Question #3 – Refer to sample on shop report for Professional Signature Picker
*Wait 48 hours for the initial proposal to arrive, then call and ask for it to be sent. Wait another 48 hours and if it does not arrive, call
again. Wait 48 hours for it to arrive and if it does not arrive, close out the shop. If this occurs, rate #3 and #4 as N/A.
Overview:
This is a BRIEF overview of what occurred on the call, and subsequent interactions. We are NOT providing suggestions or
recommendations. Please treat these comments as we would on the CheckPoints report format.
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