SHOPPER CHECKLIST

SHOPPER CHECKLISTS Distributed: August 7, 2015

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This first page are standards that apply in general to all shops. The following pages list any "special standards" for a particular management company's Shop Report Format

You can either "search" for the account name. Or you can choose from the Table of Contents. If you would like to print a page you can. If you would like to "copy" something and paste it you can click on the large T on the bottom of the screen and then choose what you want to copy.

GENERAL OVERALL STANDARDS FOR SALES AND CATERING SHOPS

TEMPLATE:

Always verify you are using the right template that is listed on the assignment.

SPECIAL REQUESTS

If you have a template that is specific to the client, please pay attention to each question as some might be different than on our regular generic templates. If needed, we will have a special checklist for that account.

NAMING THE REPORT DOCUMENT & SHOP ID CODE: TENTATIVE CLOSE OUT DATE:

Hotel code_initiate date_shopper initials EXAMPLE: 385_080715_lj NOTE: The Shop ID Code is the same as the name used to save the report document.

The tentative close out date is typically 10 regular days (INCLUDING weekends and holidays) after speaking with the hotel manager, unless a Customized Template states otherwise.

Score Summary – Capture:

If the Total Score is below 65% AND you are saying you would book, carefully review this and indicate why you would book in the Primary Strengths Observed section. Otherwise, it’s sending a mixed signal. We should never say we will book with scores that are 59% or below. Please list the number of hours it took for the hotel to return the initial call. This should be listed in TOTAL hours. Time zones listed on the chronology should be the time zone of the identity being used . Please be very detailed with your Chronology notes. For example, when the manager leaves a voicemail, please include the nature of the voicemail. If a message is left with a person or on a voicemail, please indicate the name or voicemail box with whom the message was left. Please be sure to rate the number of rings, being placed on hold and the hold times correctly. A hold is considered being placed on hold by someone and the call being picked up again by the same person (assistant or operator) prior to being transferred.

Score Summary - Reachability Factor:

Chronology:

Greeting:

Objection:

OBJECT, OBJECT, OBJECT at least 75% of the time, if not more.

a. Object on price if possible. If not on price, object to something else. b. If you find you can’t object on the initial call because it would not be “realistic”, then don’t do so. Wait for the proposal to be emailed. Once you receive the email, reply with an objection. By replying in this manner, we will NOT impact the “follow-up” phase and rating.

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MANAGEMENT COMPANY:

AlliedPRA - This is a Destination Management Company (DMC) Write Intelligence Report on the top of page 1 The tentative close out date 14 business days from the time the inquiry is submitted. Weekends and major holidays are not included. However, it is required that we get a response so if we don't we continue the shop until we do. Contact the account manager if not getting a response. *DMCs are companies that organize various activities for a group. This can include transportation, spouse events, recreational venues, restaurant reservations, VIP amenities, and more. We do not book the hotels through them, so be vague about this area and say you are just starting to look at them or that another person in your office is handling this. Right now, you are just trying to get the costs for using a DMC. We simply want to know what it would cost to provide the services outlined in the scenario on the assignment sheet. *These will always be COMPETITOR SHOPS. We are not shopping AlliedPRA, but their competitors in different parts of the country. *We will pose as a person who has not worked with a DMC before, but your boss has. Because of how busy things are becoming your boss is allowing you to investigate what the costs would be to use a DMC for an upcoming event. Once costs are obtained, you will discuss with your boss to see if he will approve and support the idea of using a DMC. If they ask any questions you do not know the answers to, this will explain why. *BUY FACTOR SUGGESTIONS: Unique ideas for offsite events; Pricing; Smooth and helpful experience with the DMC; Reliable transportation vendors; Excellent quality and service We must get the pricing for the DMC's services to handle this for us. Not the prices of hotel rooms. *Detailed specifications about your event needs will be on your assignment sheet. *We will submit the initial lead through electronically means using the DMC's website.

TENTATIVE CLOSE OUT DATE:

SPECIAL NOTES:

NOTES PERTAINING TO THE REPORT’S SPECIFIC SECTIONS:

Financial Summary:

Please leave the fields blank for Total Room Revenue, Combined Room Rental and Estimated Food and Beverage. We only need to list the DMC staff charges. You may need to look at the individual cost estimates for transportation, offsite venue, etc and pull the DMC charges out. List them in a lump sum in the DMC Fees field. If unsure? Just contact your account manager and we can help!

Initial Response:

If we do not receive a response to our internet inquiry after 48 HOURS (2 business days), we can email or call them. If no response to the second attempt after 24 hours, please PHONE them.

Qualification:

#7 - Please mention AlliedPRA as one of the competitors if asked who else you are considering. As for all competitor shops, you will need to mention AlliedPRA's name towards the end of the call if you are not asked so we can evaluate how the competitor sells against them in the Overview. Be very careful how you say this to not be spotted. #6 - We must obtain a proposal for these shops, as they are competitor shops PROPOSALS ARE TO INCLUDE PRICING FOR THE DMC STAFF/SERVICE. Please review the proposals to ensure this is provided. If needed, please call the DMC to obtain it. Follow guidelines for naming and submitting proposals, menus, contracts, and other collateral. Emails are not required unless they in place of a proposal and include pricing. The point is to obtain the DMC pricing, not the vendor's pricing.

Presentation Selling Skills:

Overcoming Objection:

OBJECT, OBJECT, OBJECT 100% of the time to DMC pricing!

Close:

DMC may attempt to close VIA PHONE OR EMAIL. It is likely they may not close at all since we've not confirmed hotel facilities yet.

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MANAGEMENT COMPANY:

AlliedPRA - Chronology Only Template This is a Destination Management Company (DMC) Chronology of Interaction is filled in on the top of page 1 in the Management Company spot The tentative close out date 14 business days from the time the inquiry is submitted. Weekends and major holidays are not included. However, it is required that we get a response so if we don't we continue the shop until we do. Contact the account manager if not getting a response. *DMCs are companies that organize various activities for a group. This can include transportation, spouse events, recreational venues, restaurant reservations, VIP amenities, and more. We do not book the hotels through them, so be vague about this area and say you are just starting to look at them or that another person in your office is handling this. Right now, you are just trying to get the costs for using a DMC. We simply want to know what it would cost to provide the services outlined in the scenario on the assignment sheet.

TENTATIVE CLOSE OUT DATE:

SPECIAL NOTES:

*These will always be COMPETITOR SHOPS. We are not shopping AlliedPRA, but their competitors in different parts of the country.

*We will pose as a person who has not worked with a DMC before, but your boss has. Because of how busy things are becoming your boss is allowing you to investigate what the costs would be to use a DMC for an upcoming event. Once costs are obtained, you will discuss with your boss to see if he will approve and support the idea of using a DMC. If they ask any questions you do not know the answers to, this will explain why.

*Detailed specifications about your event needs will be on your assignment sheet.

*We will submit the initial lead through electronically means using the DMC's website. If we do not receive a response to our internet inquiry after 24 HOURS, we can email or call them. If no response to the second attempt, please call as needed. There is no need to wait between attempts and we need to be diligent in pursuing them. *We must obtain a proposal for these shops, as they are competitor shops. PROPOSALS ARE TO INCLUDE PRICING FOR THE DMC STAFF/SERVICE. Please review the proposals to ensure this is provided. If needed, please call the DMC to obtain it. Follow guidelines for naming and submitting proposals, menus, contracts, and other collateral. Emails are not required unless they in place of a proposal and include pricing. The point is to obtain the DMC pricing, not the vendor's pricing.

*There is no need to speak with the DMC manager if they provide all that is needed via electronic means.

*Once pricing for the DMC has been obtained, we can cancel with the manager.

*BUY FACTOR SUGGESTIONS: Unique ideas for offsite events; Pricing; Smooth and helpful experience with the DMC; Reliable transportation vendors; Excellent quality and service

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Cvent Information

Cvent is a way to submit inquiries to a hotel, similar to using a hotel website directly, or initiating via phone. Your assignment sheet will indicate if the shop needs to be initiated via Cvent. You may be asked to use this method of initiating assignments for a variety of management companies and template formats (not just the SalProInternet template). The Account User Name will always be the email address of the ID. The password that every shopper will always use, is cvent2838. An account will already made for the ID you are assigned, and you will know what the log in and password is, since we will use the same criteria for all accounts. Cheryl Benjamin will provide an Excel spreadsheet listing the Account User Name and password for each identity using a Cvent account. If you see that an identity is not listed on the spreadsheet and is to be used for a Cvent initiated inquiry, please let Cheryl know.

PLEASE NOTE: The assignment sheet will indicate if you are to use Cvent or the brand website to initiate. These instructions are for Cvent.

After logging in to www.cvent.com, the user can watch the Introduction Video to learn how to use the system. We recommend everyone new to Cvent view this tutorial.

Creating a Quick RFP (most of our inquiries can use this type)  Log in using the information provided on the Excel spreadsheet from Cheryl  Scroll to the bottom and select "Create New RFP". Shopper will need to fill in RFP Name Response Due Date - set this date to be within 24 hours Decision Date - set this date to be within 7 days RFP Description  On the same page, the shopper will enter the event dates (we suggest putting in alternate dates too), number of attendees and the event type  TAKE A SCREEN SHOT  On the next page, the shopper will enter the guest rooms and meeting space needs. We recommend typing the catering agenda into the paragraph box for the meeting space and include times. Searching Hotels After creating the RFP, you will need to Add Suppliers, where you will have an option to enter the hotel's name. Select Add Supplier to RFP. Continue to hit Next to get the RFP to send to the selected hotel(s). For sales shops, search only the hotel listed on your assignment sheet. For intelligence brief assignments, you may search all the hotels listed on your assignment sheet. Sending the RFP Hit “Send RFP”. Please go to the Suppliers & Responses page (in the link box on the left side) to ensure that all have been sent. TAKE A SCREEN SHOT of this page which will list the hotel you sent your RFP to along with the date and time stamp it was sent.

For the Advanced RFP 

The format is similar but the shopper is asked for more detailed information like budget, past events, etc. Not all of it is required but it does help to enter information like a real planner would. It is more time consuming but it creates a more comprehensive RFP for large groups.

Monitoring Replies 

You may receive an email from the hotel to your identity email account. Respond in kind. You may receive a phone call from the hotel. Respond in kind. OR, you may receive an email from Cvent letting you know that a hotel has responded to your request. You do not need to respond to that email from Cvent. However please use this date and time stamp in the report chronology to note when the proposal was received. Please go to the Cvent site, scroll down to the bottom of the home page and look for Latest Responses. Click on the hotel you are expecting information from to view the proposal. In that screen where you are viewing the proposal, you will see an option to Send Message. You may use this to respond to the manager confirming receipt. All times listed in Cvent are in Eastern Time. Depending on which template you are using, after 24 hours has gone by, please call the hotel in an attempt to reach a manager and move the process forward. This applies to both sales and intelligence brief assignments unless otherwise stated on your template/checklist or assignment sheet . If using the SalProInternet template, please review the guidelines on that template and checklist as you will not be asked to phone the hotel after 24 hours.

Continued Next Page:

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Notes:

 NEW - You will see a big blue button that says Add to RFP Showcase. PLEASE DO NOT SELECT THIS BUTTON. This avoids Cvent sending your RFP to hotels other than those you have selected. If you do see hotels submitting proposals that you did not select, please ignore them. After the shop is closed out, please cancel with these providers at the same time you cancel with the others.

 Only one shopper can be logged into an account at the same time. If one shopper tries to log in, it will boot the other shopper off. You can only make one account per email address. Cheryl will coordinate ID’s to try to keep the number of multiple shoppers using the same ID for a Cvent inquiry down to a minimum.

 After the shop has been closed out, the shopper can go to the Suppliers & Responses page, select each venue and decline all offers.

 For 3 rd Party IDs: When a meeting planner ID is being used, the shopper will want to click “yes” for the question “Are you a third party planner?” After that, the commissionable rate box will pop up and you can choose to put in the 10% or not. It also will add a field to put the “Client Organization” name and “Organization Type”. Shoppers can be creative here.

 Some of the hotels have software called Meeting Broker and it is synced with their Cvent account. When submitting the RFP, a grid will appear showing each hotel and where the lead is being sent. Sometimes it will show that the lead will be sent to “external software”. Just continue and hit “send rfp” to let Cvent distribute it. PLEASE DO NOT unclick boxes or change where the lead is being sent. If the hotels use Meeting Broker, it may also send an additional proposal with the Cvent response.

 Also, please bypass the tourism notifications from the local convention centers because it will recommend other hotels that fit the scenario. Hotels are notified once a proposal is opened through Cvent.

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MANAGEMENT COMPANY:

HYATT CATERING - Long Shop Hyatt Catering offers two different types of shops using the same template.

When calling on Hyatt Catering, we are trying to reach a manager. However, you can let the hotel take the lead. If they offer a manager, good! However if the assistant takes the inquiry, you may continue on and shop the assistant. If the assistant is able to quote pricing and availability, and answer one question about the hotel, once follow up occurs via phone or email please cancel the shop. REASONS FOR A ZERO SCORE : 1.) No return call in 24 hours. 2.) No follow up after 5 business days (exclude weekends) from the time space was confirmed and pricing quoted; however, the shop would still remain open for the 10 calendar days (including weekends) from the time space was confirmed and pricing quoted. Remember; in the case of zero scores we still complete the shop process. A Zero score AUTOMATICALLY results in No Capture on Page 1!

SPECIAL NOTES:

NOTES PERTAINING TO THE REPORT’S SPECIFIC SECTIONS:

If you shop the assistant please rate Reachability Factor as 100%.

Score Summary – Reachability Factor:

This section applies to the Catering Department, not the hotel switchboard. Reference rating #5, Assistant only needs to quote or reference availability to gain points. For example: “It looks like we may have space, I will have the manager double check.” This would gain points. For Hyatt Catering only , award points for all ratings, except Presentation #1, when the manager completes the task either by phone or email. This applies to all Presentation ratings, except rating #1, so to gain points #1 must be done by phone!! REMEMBER; PLEASE ASK FOR PRICING AND AVAILABILITY DURING THE INITIAL CALL.

Greeting:

Presentation:

Hyatt Catering no longer requires or rates objections!!!! Please do NOT object. Should stay

Objection:

The attempt to close may be done via telephone, voicemail OR email to gain points!!!!!!

Close:

Rating #1: The manager effectively used a bridge principle throughout the interaction – The manager only has to incorporate one Bridge Concept at any time during the sales process to gain the point.

Bridge Concepts:

BUILDING CREDIBILITY: The manager must take an interest in the client/company AND put the client at ease. This is a SUBJECTIVE rating; however, the manager must do more than be just friendly. Example of Yes rating: Polly Esther, from Sales told me a little bit about your group and I’ve gone to the website to do a little research on my own. My goal is to make this experience worry-free for you and your guests. RELATING: Manager must either mention similar events they have worked with in the past to gain credibility speaking specifically about that client/company or about understanding the role of that caller/organization and their needs. Example of Yes rating: Polly Esther, from Sales told me a little bit about your group and I’ve gone to the website to do a little research on my own. What an interesting organization! Your consultants take struggling businesses and help turn them around, right? DIAGNOSING: Trial Close Questions do not gain points!! Manager must say something like: “Based on X (Caller’s need), we can do Y.” OR “I understand you need X, we can do Y.” Example: I understand the whole group needs guest room WI-FI included in their room rate. Did you know we just enhanced our WI-FI system and have a total hotel solution for individual users? For just a few dollars each guest can have unlimited roaming anywhere in the facility. Each guest can add it individually or we can add it to the master account if you’d like. GENERATING SOLUTIONS: In order to gain points, Manager must do one of two things, either: 1. ) Uncover the buy factor and make a benefit statement geared toward that buy factor OR 2.) Say something that motivates the caller to want to book. We realize that #2 is SUBJECTIVE, so please rate as if you were a real customer! The example below does not include a benefit statement, but if this was important to the caller would gain the Yes rating. Example: Certainly – we feature Personal Preference … a 4 course meal consisting of an Appetizer and Salad that you choose, Then your guests choose their entrée from a selection of four… Beef, Chicken, Fish and Vegetarian. For dessert you would Pre-select a Trio which is a single plate with 3 small desserts. INQUIRING: Qualifying beyond the basic needs. Manager must ask about demographics of the group, or profile of the attendees, or what they are trying to accomplish by having the meeting/event in order to gain points.

EXECUTING: To gain points, Manager must state the next step AND when they are following up. Example: I am going to send you a proposal and follow up with you next week.

Note: If the sales process occurs via email, questions in Bridge Section will be rated as normal, Yes or No, not N/A.

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MANAGEMENT COMPANY: (Page 1 of 2)

HYATT CATERING - Short Shop Hyatt Catering offers two different types of shops using the same template: SalHyattCat12.dot. When the assignment is for a “short shop” the words: Short Shop will follow the month and year on the assignment sheet. In addition, in the Scenario/Notes section of your Hyatt Catering assignment there will be a note stating that this is a short shop and follow up is not evaluated. Since follow up is not evaluated, shoppers are to alert the manager the inquiry is a shop once pricing/price range has been quoted and space availability confirmed. IF pricing or availability cannot be quoted/confirmed during the call, the shopper is to alert the manager once pricing has been quoted and space confirmed either by phone, voicemail or email. (Please see below notes on verbiage to use to alert the manager the call is a shop.) This verbiage is also included on the assignments. IF you speak with an assistant who takes the details without quoting pricing and says a manager will call you back then continue the shop. IF the manager then emails pricing/price ranges AND confirms space availability prior to calling you back, respond to the email alerting them the inquiry is a shop. The shop is then closed. - NOTE: We are only waiting 24 hours for them to send in writing or call back with confirmation of availability AND quote pricing. (Pricing includes ANY type: either menu pricing or price ranges or space pricing or garage parking, etc.) Otherwise, we call or email them and say this was a shop. IF you call and reach their voicemail, you can leave the scripted message on their voicemail. If no one from the hotel returns the initial call with a call or email within 24 total hours, please close the shop and rate accordingly. We are not to contact the hotel again for Short Shops. HERE IS SAMPLE VERBIAGE TO STATE THE INQUIRY IS A SHOP: “Thank you. There is no need to follow up on this catering inquiry as this is a call ordered by the Hyatt Corporate office. Thank you for your time and have a great day!” If your initial call is returned with an email, please follow the manager's lead and respond via email, continuing the shop to its conclusion. This will however, result in a 0 score since the manager emailed in response rather than calling in response to the initial call. This section applies to the Catering Department, not the hotel switchboard. Reference rating #5, Assistant only needs to quote or reference availability to gain points. For example: “It looks like we may have space, I will have the manager double check.” This would gain points.

TENTATIVE CLOSE OUT DATE:

SPECIAL NOTES:

Greeting:

For Hyatt Catering only , the catering manager is awarded points for all the ratings when the manager completes the tasks either by phone or email. This applies to all Qualification ratings!

Qualification:

For Hyatt Catering only , award points for all ratings, except Presentation #1, when the manager completes the task either by phone or email. This applies to all Presentation ratings, except rating #1, so to gain points #1 must be done by phone!! REMEMBER; PLEASE ASK FOR PRICING AND AVAILABILITY DURING THE INITIAL CALL. .)

Presentation:

Hyatt Catering no longer requires or rates objections!!!! Please do NOT object. (Please do NOT object even though Bridge Concepts #7 alludes to the option of objecting.)

Objection:

Rating #1: The manager effectively used a bridge principle throughout the interaction – The manager only has to incorporate one Bridge Concept at any time during the sales process to gain the point.

Bridge Concepts:

BUILDING CREDIBILITY: The manager must take an interest in the client/company AND put the client at ease. This is a SUBJECTIVE rating; however, the manager must do more than be just friendly. Example of Yes rating: Polly Esther, from Sales told me a little bit about your group and I’ve gone to the website to do a little research on my own. My goal is to make this experience worry-free for you and your guests. RELATING: Manager must either mention similar events they have worked with in the past to gain credibility speaking specifically about that client/company or about understanding the role of that caller/organization and their needs. Example of Yes rating: Polly Esther, from Sales told me a little bit about your group and I’ve gone to the website to do a little research on my own. What an interesting organization! Your consultants take struggling businesses and help turn them around, right? INQUIRING: Qualifying beyond the basic needs. Manager must ask about demographics of the group, or profile of the attendees, or what they are trying to accomplish by having the meeting/event in order to gain points. DIAGNOSING: Trail Close Questions do not gain points!! Manager must say something like: “Based on X (Caller’s need), we can do Y.” OR “I understand you need X, we can do Y.” Example: I understand the whole group needs guest room WI-FI included in their room rate. Did you know we just enhanced our WI-FI system and have a total hotel solution for individual users? For just a few dollars each guest can have unlimited roaming anywhere in the facility. Each guest can add it individually or we can add it to the master account if you’d like. GENERATING SOLUTIONS: In order to gain points, Manager must do one of two things, either: 1. ) Uncover the buy factor and make a benefit statement geared toward that buy factor OR 2.) Say something that motivates the caller to want to book. We realize that #2 is SUBJECTIVE, so please rate as if you were a real customer! The example below does not include a benefit statement, but if this was important to the caller would gain the Yes rating. Example: Certainly – we feature Personal Preference … a 4 course meal consisting of an Appetizer and Salad that you choose, Then your guests choose their entrée from a selection of four… Beef, Chicken, Fish and Vegetarian. For dessert you would Pre-select a Trio which is a single plate with 3 small desserts.

EXECUTING: To gain points, Manager must state the next step AND when they are following up. Example: I am going to send you a proposal and follow up with you next week.

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Standard Operating Procedures Internet Lead Pro Points Report Templates

MANAGEMENT CO.

ALL (If they do not have a customized Internet checklist such as Starwood)

TENTATIVE CLOSE OUT DATE

The tentative close out date is 5 business days from the time the inquiry is submitted. If Manager had additional questions before confirming availability or if original dates were not available and new dates had to be established, then time evaluation begins from the time the requested information was provided or from the time the alternate dates were offered. Saturdays, Sundays, and Major Holidays are not included in timing. The tentative 5 business day close out will be used regardless of the close out parameters for a particular management company. CONSENTS: Please request consent for the sales/catering manager that actually assists you with the inquiry. If all is handled via email, there is no need to submit an audio, however please send a consent request for all inquires once you have the manager's name so we can keep track in our system of who is shopping whom. Please also MAKE A SCREEN SHOT of the RFP form that you have completed OR COPY/PASTE the form into another document BEFORE you hit “SEND”/”SUBMIT”. Please KEEP this file with the report and audio as verification that your inquiry was submitted. Using the Email Trail Blank for Shop Calls form, please copy and paste all emails to this form and submit with the final report. This will include the initial RFP screen shot and all other emails sent and received by you. You will not need to send proposals, menus, agreements or contracts in with the final report unless specifically requested on the assignment sheet. Please save for 90 days as with all shops. Once you have submitted your inquiry, please WAIT 4 business days, 96 HOURS. If you do NOT receive a response, then please contact the hotel using the same method used the first time (cvent or hotel website or email). If 24 hours passes without a reply to the second attempt, please close out the report and rate questions as No or N/A. Please ensure you have documentation of the interactions. You are not required to CALL the hotel if a response is received via email to your initial online inquiry. You may continue the process via email following the manager's lead. If Manager contacts you via phone during the course of the inquiry, please respond via phone. Please be sure you clearly distinguish the interactions between a brand auto-response and an electronic response from anyone working at the hotel. Include ALL electronic messages AND interactions in the chronology, especially the date and time you submitted the inquiry (either via the BRAND WEBSITE OR EMAIL or CVENT). If you gave the qualification information in your RFP, then rate the questions as N/A. However, if the manager ASKS these questions verbally or via email, then the manager will receive a YES rating for those questions.

SPECIAL NOTES

Chronology

Qualification

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MANAGEMENT COMPANY:

LaFrance Hospitality

Presentation:

#7 Bonus Question - Please give credit if the manager offers to go to YouTube site or give a virtual tour while on the call

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MANAGEMENT CO:

Pathfinder

The tentative close out date is 10 regular days (INCLUDING weekends and holidays) after speaking with the hotel manager.

TENTATIVE CLOSE OUT DATE:

IF the manager calls (must be a call or we don't tell them, we just cancel the booking) to pursue the sale, then we will tell them it is a shop call using the below verbiage AFTER letting them know we don't need the space and allowing them an opportunity to earn points for Follow Up questions #11, #12 and #13:

“Thank you for your time today. This inquiry has been a test call ordered by Pathfinder Development. No further follow up is needed. Again, thank you for your time and have a great day!”

Please send proposal to the office. This will be sent in a second email at the same time the report/audio (if consent on file) are submitted.

SPECIAL NOTES:

NOTES PERTAINING TO THE REPORT’S SPECIFIC SECTIONS: Qualification:

Please pay attention to any instructions listed with individual questions pertaining to how to rate with certain scenarios. The manager receives credit for questions handled verbally ONLY!! This can be live or on a voicemail message.

# 5 please note how the question MUST be asked.

#8 Decision Maker Needs are Buy Factors.

#9 Traveler’s Top Needs are also Buy Factors. Please be prepared with a total of 4 buy factors (2 for each question if asked).

Please pay attention to any instructions listed with individual questions pertaining to how to rate with certain scenarios. The manager receives credit for questions handled verbally ONLY!! This can be live or in a voicemail. #7 Bonus Point – Mentions the hotel's Trip advisor scores AND emails the TA link to the prospect in follow-up correspondence (must do both) to gain a YES so please do not score until you have received collateral. #10 MUST DO ALL TO OBTAIN A YES; 1. Demonstrate knowledge of the competition; 2. Sell against the competition; 3. Mention USAs = Unique Selling Advantage (USA). It is similar to a 2+ step feature. A USA is a unique personal feature (traits that relate to the hotel specific) that is offered that the competitive set doesn't or any unique product features (hotel services or amenities). For example, most hotels feature breakfast. An USA would be that breakfast starts a half hour earlier and the hotel offers breakfast bags to go. Another feature is that most hotels have is a pool. A USA would be that the Pathfinder hotel offers an outdoor oasis including private cabanas with 50" TVs.

Presentation:

#12 Manager may earn credit for offering a chart even is specific names of competitors were not uncovered. However Manager will not get credit here for just sending the chart without discussing it first.

The manager is allowed to attempt to close VIA PHONE/PHONE MESSAGE ONLY

Close:

The manager must follow-up VIA PHONE ; otherwise it is rated as NOT DONE . #4. Do not be afraid to score against manager if you do not hear a friendly tone or the manager’s enthusiasm is not present.

Professionalism & Follow Up:

#9 Bonus Point. Manager will gain this bonus if they send a testimonial letter or a link to the Trip Advisor comments. The testimonial letter must be market segment appropriate.

#10 Verbal follow up must occur within 4 business days. Provided the manager as already closed on the business or is attempting to purse the sale during a follow up call/message, we will return the call and tell them it is a shop call using the below verbiage. When returning the call, if you reach the manager, prior to using the verbiage below, please let them know you won't be needing the space, and allow them an opportunity to ask Follow Up questions #11, #12 and #13. If needed, you may let the call run its course, and call again immediately and use the verbiage below at that time:

“Thank you for your time today. This inquiry has been a test call ordered by Pathfinder Development. No further follow up is needed. Again, thank you for your time and have a great day!”

If Manager phones to follow up but has not asked for the business yet, do not close the shop call until they make an attempt to close or until the tentative close out date arrives.

If the manager emails to follow up, let them know you don't need the space, but do not tell them it has been a shop call. The client wants us to alert the manager ONLY if they follow-up according to their standards.

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MANAGEMENT COMPANY: TENTATIVE CLOSE OUT DATE:

Prism Hotels and Resorts

The tentative close out date is 7 REGULAR days (INCLUDING weekends and holidays) after speaking with the hotel manager.

Let the manager know you do not have a whole lot of time, so sound a little rushed. Do not be a super easy going client, but be careful not to shut them down either.

SPECIAL NOTES:

NOTES PERTAINING TO THE REPORT’S SPECIFIC SECTIONS: Exposure and Selling Skills

Prism uses the term “exposure” rather than “presentation”. They want to make sure that their managers are providing customers with information on the amenities at the property AND the service levels. This needs to be done verbally in order to receive credit for Question #1 .

(also known as Presentation):

Questions #2-#6 can be done verbally or in writing to receive credit.

Question #2: In order to receive a “YES” for this question, the manager will need to offer features and benefits that are RELATED to the uncovered buy factors. Note: the manager must ask about buy factors in order to receive credit – buy factors cannot be assumed. Question #3: In order to receive a “YES” for this question, the manager will need to include features and benefits in their presentation.

**Please NOTE: If #2 is a “YES”, then #3 is a “YES”!!

Please TRY to Object, when possible during the initial call. The usual objection would be to RATE!!! The manager may respond to the objection verbally OR via email.

Objection:

Question #9 : In order to get a “YES”, the manager will need to use a “testimony” from a current/previous client to help support their efforts in overcoming the objection. When the objection is related to price, as are many objections, the manager should first be trying to “sell” the original price. Using a third-party endorsement can help the manager to either sell the original pricing or when pricing needs to be reduced, the endorsement could aide in successfully overcoming the objection. *For example: If your objection is related to food and beverage pricing, then the manager could express the other customer’s satisfaction with the banquet service they received. If the objection is related to room rate, then the manager could express the customer’s satisfaction with their guest room experience or overall stay. Prism expects each manager to ATTEMPT TO CLOSE during the initial call. This is the ONLY way to get a “YES” for Question #2. If they do, then we need to DECLINE to book, as we ALWAYS do. This can be done by saying you are not ready for a contract at this time. Prism then expects their managers to follow-up, within 7 REGULAR days, AND ATTEMPT TO CLOSE on the business again. This attempt to close can be done via PHONE or EMAIL. If done, Question #4 is rated “YES”. If the manager did not attempt to close on the initial call, but did attempt to close during the follow-up, then points would be awarded for #4. If you have any questions regarding Question #9 related to a specific shop, please contact LeResa James.

Close:

Please note that the manager is able to follow-up via PHONE or EMAIL.

Professionalism & Follow Up:

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MANAGEMENT COMPANY:

PROSPECTING SHOP ASSIGNMENTS

NAMING THE REPORT DOCUMENT & SHOP ID CODE:

Hotel Code PROS _MMDDYY_Shopper Initials . Reports are named with an upper case “ PROS ” after the hotel code to note the report is a Prospecting report.

TENTATIVE CLOSE OUT DATE:

The tentative close out date is 10 business days from the date the lead was given to the hotel manager. The Hospitality Softnet Account Manager will provide Shoppers with the information of when the lead was giving to the hotel manager. This means the hotel manager has 10 business days to attempt to reach the shopper. Once the hotel manager leaves a voicemail for the shopper, the shop will remain open until contact is made provided the hotel sales manager returns all shopper voicemails or messages within 3 business days. Otherwise, the shop will be closed once the hotel manager fails to return a call within 3 business days. Once the hotel manager and shopper make contact, the report is kept open for only 2 business days to record any information regarding emails or collateral received from the hotel manager. Carefully review the notes on your assignment and in the call report. This is a different type "approach" where they are "prospecting" you vs. dealing with a specific inquiry. Since this is a Prospecting Shop versus a Sales or Catering Shop you will want to focus in on the ratings of this report type. Please keep in mind you will want to note the demeanor and rapport building skills the manager uses. So for each section of the sales process, please be careful to read the ratings and ask if you have any questions. When you are offering recommendations, please gear your commentary to future business versus a specific group or function. Be careful to not turn it into an 'inquiry shop'. Please look at the various needs that you are to have and talk big picture . If your assignment says to have a 'specific piece of business' you can talk to that. But keep in mind more of a prospecting call vs. an inquiry call for a specific one time piece of business. In instances where the hotels manager has not reached out to the shopper within 7 business days and the report is now closed, please refer to the sample report named: prospecting shop sample where no response.doc . When you see the shop has initiated, please call the ID phone number to verify it is working and send a "test email" to ensure the email is working.

SPECIAL NOTES:

There is also a sample report for situations when the manager emails rather than calling in response to the lead. Please contact Lisa Richards for a copy of this if needed.

IF the hotel manager has not reached out to the shopper within 10 business days, please triple check your voicemail logs prior to submitting your shop report to ensure the hotel did not leave a voicemail that could have been sent to another shopper by mistake.

NOTES PERTAINING TO THE REPORT’S SPECIFIC SECTIONS:

Professionalism & Conclusion of the Call:

The manager has only 24 hours to send hotel information. However, we will keep the report open for 2 business days after contact is made to record any information about received emails or hotel collateral received from the hotel sales manager. Keep record of all electronic interactions.

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MANAGEMENT COMPANY:

PSAV (PSAV is an Audio Visual Company) SalCheckPlus_PSAV4.dot (footer date of 042214)

TEMPLATE:

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. 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.) *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?" Time zones used on the chronology should be the time zone of the identity being used. 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. In the event you speak with several agents in the AV Department, please be sure to distinguish between each person that assisted. 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. 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. 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 . *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. 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. 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. The PSAV Person is NOT required to ASK for the business. 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) No special instructions. The response time to messages is measured in TOTAL hours.

NAMING THE REPORT DOCUMENT & SHOP ID:

TENTATIVE CLOSE OUT DATE:

CHRONOLOGY TIME ZONE:

SPECIAL NOTES:

NOTES PERTAINING TO THE REPORT’S SPECIFIC SECTIONS: Sales Scenario:

Reachability:

Financial Summary:

Chronology:

Greeting:

Qualify & Discover: (Qualification)

Proposal (PSAV refers to this as the Presentation):

Negotiate/Handling Objections:

Review/Advancing the Sale: Professionalism & Follow Up:

Overview:

Continued Next Page:

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