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23 Confidential. For use by Hospitality Softnet Staff only
Asked how Caller heard about the hotel:
The manager will need to uncover how we found out about his hotel or how we came to call them.
BUY FACTORS
These are items that are most important to the customer when choosing a hotel.
Here are some examples of HOW a manager may phrase the question "What are your buy factors?"
Can you tell me your buying criteria?
Is there any one thing that is most important when choosing a hotel?
What can I tell you to have you select my hotel over any others?
Does your client have any hot buttons?
When considering the different hotel options, what is going to be most important when making a
selection?
Sample Buy Factor for Corporate Events
24 hour business center
Onsite gym for CEO or President
Meeting rooms without pillars
Meeting rooms with or without windows
Private bathrooms for your meeting rooms
Guest rooms on high floors
Guest rooms all on the same floor (this is realistic if you have a smaller group of 20 rooms or
less)
Buy Factor Examples for Social Events
Dressing/changing room for the bridal party
Onsite pool
Room service
Restaurant in the hotel
Nearby salon
Rooms all on the same floor
Rooms with two beds
Open Ended Questions:
These are questions that encourage the customer to speak freely. The answers require more than just a
one word answer like "yes" or "no" or "tomorrow" or "once", etc. Check this question to see if there is a
certain number required on the call to earn a Yes.
Manager utilized “good listening skills”:
This could include repeating back what the caller has said, actively participating in the conversation by
acknowledging the caller was heard, etc. If the manager is asking a lot of closed ended questions that
require yes/no answers, and there is a lot of “dead air” on the call, the manager may give the impression they
are not listening. This is a somewhat subjective question.
Showed a genuine interest in understanding and meeting the caller’s needs:
This is another somewhat subjective question, but the caller should feel the manager is showing a good
understanding of what the caller is looking for by asking a variety of open ended questions, which allow the
caller to share what is important to them.