Sample Suggestions & Feedback

**Attempted to creatively present the hotel by asking the caller to go to the hotel's web site live

#1 To further improve the presentation portion of the selling process we suggest that the manager take a few moments and invite the caller to view the hotel web site while on the call. Once there, Manager can present those key features and benefits which would be of interest to the customer, helping to paint a visual picture of what the property can offer. #2 While Manager did well discussing the features and benefits of the hotel, he may want to offer a tour of the hotel's web site as an additional way to convey the many amenities the property can offer the travelers. #3 Taking time to navigate the hotel's web page while on the phone with the caller can gain a better perspective of all the hotel has to offer. Connecting a verbal presentation with a visual one can increase Manager's chances of successfully closing on the business. #1 When presenting the features of the hotel, Manager is encouraged to attempt to upsell the caller on a particular service or amenity as this can increase the guests' enjoyment of the hotel as well as boost hotel revenue. #2 Manager may be successful in suggesting additional items for the caller during the course of the sales process. This allows for a more enjoyable time for the travelers and can also result in additional revenue for the hotel. #3 Once Manager uncovers the basic event needs, he may find an opportunity to upsell the caller on a particular item to enhance their stay/meeting. #1 It is helpful for the manager to identify other facilities being considered. Then he can take a moment and sell the caller on why his hotel is the best option for the event. #2 We suggest that the manager take time to find out if any of the competition will be contacted for this event. Then he/she can take time to sell against the competition in a positive manner. This is important to do in order to convince the caller that their hotel can best meet the group’s needs. #3 During the course of handling the inquiry, we recommend that the manager determine what other hotels are being considered. Then he/she can take a moment and in a positive manner, sell the caller on why her/his hotel is the best option for the event. #4 When qualifying the inquiry we recommend that the manager find out what other hotels will be considered. Then the manager can present their hotel’s strengths versus that of the competition and convince the caller that her/his hotel is the best choice. **Attempted to upsell **Asked if other facilities were being considered (identified actual names)

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