10 / 36
10 |
P a g e
**Utilized good listening skills
#1
While Manager did well to qualify the call, Caller was asked to repeat many of the answers. Manager may need to
reduce distractions to allow himself to give his attention to the caller.
#2
Caller was asked to repeat many of her answers. This left the impression that the manager was distracted and not
listening. Giving a potential client his full attention will lead to a more positive sales experience and higher likelihood
of booking the business.
**Showed a genuine interest in understanding Caller's needs
#1
Manager may want to take time to probe the caller for details about the event and then gear his presentation to those
needs. This will relay to Caller that he is interested in making the event a success for the caller.
#2
The manager was able to uncover some of the event particulars however the caller perceived he was rushing to get
off the phone. We suggest the manager, through tone of voice and a willingness to spend time with the caller, show
his interest in learning about the caller's needs.
Presentation – Sample Recommendations
When writing recommendations and suggestions in this area, often a suggestion can incorporate more than one issue
that was rated no.
Some examples of this as it relates to a ProPoints template:
To further strengthen the presentation we have a few recommendations. It is beneficial to be proactive in presenting
and to offer this presentation prior to quoting the pricing. This way the caller is sold before they hear the price.
Manager is encouraged to discuss hotel features and corresponding benefits. Manager can tailor this discussion to
address Caller's buying criteria in an attempt to convince the caller the hotel is the right fit for the group.
Manager did well to uncover the names of his competitors, however we recommend he take a moment to sell against
these hotels by making direct comparisons and effectively highlighting his hotel's strengths.
**Sales Person was proactive in presenting rather than just answering Caller’s questions or just quoting
pricing and availability
#1
To further strengthen the presentation, we suggest that the manager be proactive in offering a presentation, prior to
quoting pricing and availability. This way the caller will be sold before they hear the price.
#2
It is suggested that before the manager quotes the hotel’s price structure, he first take time to present the key
features and benefits which would be of interest to the caller.
#3
It is recommended that after the manager fully qualifies the inquiry, he then takes a moment to present the hotel to
the caller, versus just answering the caller’s questions. This helps set the stage for presenting pricing and availability
and minimizes the potential for objections.