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Sample Observations of Strengths Paragraphs
#1
Manager gave an enticing and detailed presentation of the hotel. He did well uncovering many of the important
qualifying questions with a mix of open and closed ended questions. He targeted the issues most important to Caller
and showed how the hotel can meet the group’s specific needs. By communicating not only features but benefits, he
reinforced the price-value relationship. Manager addressed the competition and sold against them in an effective and
positive way. Manager was aggressive in his attempt to close on the initial call.
#2
Manager uncovered some basic details and moved on to do an excellent job describing his hotel. He was very
enthusiastic in his presentation and was effective in pointing out corresponding benefits. After uncovering the
competition, Manager reinforced his hotel’s rate inclusions and other features. He did well to sell against the
competing properties in a positive and very professional manner. The manager was effective in overcoming Caller's
objection and posed a trial closing question to test caller's acceptance of the new offer. Manager's follow up was
timely as was his attempt to secure the sale.
#3
After uncovering many of the basic event details, Manager did a good job of proactively offering the hotel description
and how these attributes would benefit the caller. He did not quote any pricing until he had provided information on
the hotel and addressed Caller’s buy factors. This is an excellent approach, as it enables Caller to visualize the
product and attach a value to it before hearing any rates or prices. Manager did well in addressing Caller's objection
and offering a plausible reason for the reduction. He was prompt in his written and verbal follow up.
#4
On this call Manager did well fully qualifying the booking prior to leading Caller through a well rounded presentation of
hotel features and benefits. He was able to quickly answer questions posed by the caller and addressed Caller's
buying criteria, all before discussing pricing. The manager did well to make direct comparisons to his competition and
was able to effectively overcome Caller's objection. Manager posed trial closing questions to test the caller's
readiness to move forward and was assertive in trying to win the sale on the initial call. Caller found Manager's follow
up and written information was handled in a timely manner.
Sample Areas Needing Improvement Paragraphs
Start this section of recommendations with a positive statement. Here are some samples you can pick from;
While Manager did many things well, we suggest....
Overall the caller was convinced to place her booking here. In the future, Manager may want to...
The manager was especially strong in the qualifying stage of the call. In order to make the presentation
phase more effective we recommend....
Manager was both pleasant and prompt in her dealings with the caller. Moving forward she may benefit
from....
On this call the manager was effective in convincing Caller to place her business here. To further enhance
future calls, Manager could.....
#1
Some things were handled quite well by the manager, however in order to fully qualify the account, we suggest that
the manager ask a variety of open-ended questions to find out about the group. We also recommend that a detailed
presentation of the hotel be offered so that the caller can readily attach a value to the rate. When faced with an
objection, it is a good idea to review features and benefits offered so that the caller can be potentially sold on the rate
without a reduction being provided. The manager could then ask a trial close question to test the caller’s response.
This can lead into an opportunity to ask for the business.