Sales Shop Report Writing
Professionalism and Follow-up S a l e s P e r s o n P r o d u c t K n ow l e d g e a n d P r o f e s s i o n a l i sm 1. Displayed good product knowledge when questioned Yes 1 No 0 N/A 0 2. Was professional overall and used good telephone etiquette Yes 1 No 0 N/A 0 3. Returned calls promptly and was prepared Yes 1 No 0 N/A 0
4. Manager attempted to establish rapport via the use of some casual conversation and friendly interaction with the customer
Yes 1
No 0
N/A 0
5. Used Caller’s name at least once during the call
Yes 1
No 0
N/A 0
C o r r e s p o n d e n c e a n d S a l e s Ma t e r i a l s 6. Information was received in a timely basis Excellent 3 (W/in 24 hrs)
Good 2 (25 - 48)
Average 1 (49 - 72) Not Rcvd 0
Not Rcvd 0 (over 72)
N/A 0
7. All information promised by the Sales Person was received 8. Correspondence was personalized by addressing the specific details discussed on the phone S a l e s P e r s o n F o l l ow - u p 9. Followed up personally in a timely basis to pursue the business
Yes 1
No 0
N/A 0
Yes 1
No 0
Not Rcvd 0
N/A 0
Excellent 3 (w/in 4 days)
Good 2 (5 - 8)
Average 1 (>8)
Not Done 0
N/A 0
10. Identified why business was lost
Yes 1 Yes 1 Yes 1
No 0 No 0 No 0
N/A 0 N/A 0 N/A 0
11. Identified future business potential
12. Set action for future contact
Note: if Caller does not speak with Manager when declining to book, then questions #10, #11, and #12 are rated N/A and do not impact the score.
Score: 100% 13 points out of a possible 13
The following page will provide a brief recap of how the inquiry transpired. As part of the feedback, we will provide insight as to how the manager sells the brand. For the Westin Brand, the Core Values are 1) Personal, 2) Instinctive, and 3) Renewal.
The manager should not be saying this verbatim to the customer but rather should convey the brand value using the below key words in the process. For example, the manager should NOT say, “At the Westin we provide a personal touch that is instinctive to your needs.” This is just saying the 3 Core Values in a row. However, they can say something like, “Here at the Westin we provide an intimate environment that makes your guests’ stay special.” The Westin language assumes an intimacy with the audience. Ideas are expressed in brief phrases, richly endowed with meaning. Every word is carefully chosen to reflect its own deep significance. The language communicates sophisticated concepts using very few words.
Westin Brand Terminology
Replenish
Exhilarate
Respite
Aspiration
Refresh
Inspire
Revitalize
Transform
Restore
Energize
Catharsis
Rejuvenate
Retreat
Recharge
Elevate
Being
Becoming
Wellness
Presence
Intimate
Original
Distinction
Relationship
Individual
Identity
Custom
Regard
Unique
Inner
Characteristic
Particular
Distinguishing
Private
Special
Tendency
Appropriate
Perspective
Reflex
Perceptive
Knowing
Empowering
Internal
Sample Hotel 7/16/2012 0000s_071612_ss Carolyn Jones
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