Sample Suggestions & Feedback

**Information was received in a timely basis

#1 Though Manager did send the promised information via email XXXdays after speaking with the caller, it is suggested that he do so in a shorter amount of time. Providing information in a timely manner can lead to a timely close on the business. #2 The caller received information several days after her conversation with the manager. In the future, the manager is encouraged to send the promised materials promptly, allowing the manager ample time to review prior to Manager making his follow up call to pursue the business. #3 Though Manager offered to send information, none had been received at the close out of this test call. He is encouraged to follow through with his offer to send materials so the caller has all she needs in order to make a decision on where to place her booking.

**All information promised by the sales person was received

#1 While the manager did well to offer a proposal and photos of the hotel, Caller was in receipt of the photos only. Manager is encouraged to provide all information discussed to allow the caller an opportunity to review. #2 It is recommended that the manager follow ensure to include all promised materials as discussed on the call. This reinforces the manager's level of commitment to winning the sale.

**Quality and presentation of correspondence

#1 The information was received the same day Manager and Caller spoke. However there were several typos in the proposal. Manager may want to proof any correspondence prior to sending it out to ensure he is putting forward a professional impression of himself and the hotel. #2 When Caller received the proposal from the manager, she noticed several misspelled words. In addition the text was off center, leaving the caller with the impression that the manager had rushed the process. Taking time to proof any materials being sent out will increase the overall level of professionalism of the manager and the hotel he represents.

**Correspondence was personalized by addressing the specific details discussed on the phone

#1 In this case, the manager sent a proposal with the incorrect name and dates. Prior to sending information out to a client, we encourage the manager to review the details to ensure the match the client's needs. Sending accurate information will increase the caller's trust that the manager has her best interests in mind. #2 Though the manager did will to send information promptly, it contained details that the caller and manager had not discussed including (additional meal functions, meeting room information, guest rooms, etc.). Manager could benefit from reviewing information prior to it being sent to a client to ensure he is covering the needs discussed.

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