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#6
No recap of features/ no trial close/no follow up time set...
Manager did a good job of attempting to close by
offering to hold the space. To enhance this, he may also want to consider
summarizing the conversation
,
emphasizing the specific features and benefits that make her hotel the best choice. Asking
trial closing
questions
during the course of the call would allow the manager to read where the caller stands regarding making a final
commitment. In addition, it is suggested that Manager lay the groundwork for re-contacting the caller by
establishing
a date for future telephone follow-up.
#7
No recap of features/ no trial close...
Manager was assertive in her attempt to close by asking if she could book
the group. In order to move more smoothly into the close, it is helpful to periodically ask
trial close
questions to see
if the caller is ready to make a final commitment. This enables the manager to address any barriers that may still
exist which are keeping the caller from choosing her hotel. The manager could then proceed into the final close by
reviewing some of the hotel’s
features and benefits
, as this will further sell the caller on the property.
#8
Attempted to close without presenting/ no trial close/ no follow up time set...
The offer to email a contract was
given before any details were provided. It is suggested that a full presentation of the hotel take place before
attempting to close on the sale. It is helpful to periodically test the caller’s interest during the course of the call by the
use of
trial close
questions. An example of a trial close would be, “How does this sound so far to you?” The
manager could then review some of the
features and benefits
offered and ask if space could be booked. Before
ending the call, we suggest the manager
establish a date for future telephone follow-up
.
Professionalism Recommendations
#1
Overall poor performance...
Manager's quick and strictly professional demeanor seemed to discourage any kind of
rapport building
with the caller. We suggest he incorporate some small talk into his time on the phone with the
caller which could include the use of the
caller's name
during the call as a way to build rapport and draw the caller
into the conversation. We suggest he send the
information promised in a timely
manner and
phone
to discuss
any questions promptly. At this stage, Manager may find he can secure the sale before a more aggressive competitor
has the opportunity to do so.
#2
No written or verbal follow up occurred...
The manager indicated that she would send menus, however no
information was received. The manager may also want to take time to verbally
follow up
with the caller. Both of
these actions are critical steps in the sales process. When written follow-up does not take place, the caller does not
have the information necessary on which to base a buying decision. It also creates the impression that the manager
is not interested in the booking. Telephone follow-up provides the manager with yet another opportunity to pursue the
sale and book the business. When neither takes place, the door is potentially left open for a competitor to move in
and secure the booking.
#3
Did not identify next steps after loosing the sale...
The manager did well to send the information discussed and
phoned the caller to pursue the sale. We suggest that when a caller lets Manager know the hotel would not be
needed, the manager probe to uncover the reason. This may lead the manager to learn of any future leads for his
hotel. He can then set at time to reach out to the caller as a way to continue building the relationship with the goal of
eventually securing a piece of business from her.