Sample Suggestions & Feedback

#2 Manager was friendly and upbeat during his interactions with the caller. In order to move more effectively through the sales process, we suggest that Manager uncover such issues as the client’s booking history, buy factors and the decision date. Manager provided a brief description of the hotel, but we suggest he touch on the property’s location, public areas and the hotel’s overall ambiance. It is also important that the manager continue to pursue the sale by re-contacting the caller by phone. #3 Manager did some things quite well on the call. However, in order to fully qualify the account, we recommend that Manager ask open-ended questions to find out about the caller’s group. Although Manager pointed out that her hotel is a “beautiful property,” we suggest that she continue on by relating specific features and amenities offered and their proximity to places nearby that would pertain to the caller’s needs. When Manager is faced with an objection, she may want to consider reviewing some of the features offered so that she can sell the caller on the rate quoted. We encourage Manager to follow up to ask about Caller’s decision. This can minimize the likelihood that Caller place her business elsewhere. #4 Caller was pleased with the manager's responsive reply to the initial call. In the future, we would recommend that Manager expand on her qualification by asking the history of the group, date flexibility and the decision process. A thorough and enticing description would communicate the value associated with the rate. We also recommend that Manager uncover the competition and then discuss the points of difference. By asking trial closing questions, Manager will be able to gauge Caller's readiness to buy and be able to address any remaining concerns Caller may have. It is suggested that Manager attempt to close on the business by asking to hold the space and/or send a contract.

Sample Recommendation Paragraphs

Listed below are paragraphs that cover multiple questions in each section. These are helpful when a manager scores poorly overall in a particular section. Due to space constraints, it is not possible to make a recommendation for each No/Poor rating. Instead, we use a broader approach.

The following recommendation paragraphs can be used a guideline. Come up with your own whenever possible. Use parts of these paragraphs as they apply to the scoring on your report.

Always, always make sure your recommendations match the boxes checked . We certainly don’t want to recommend they do something that they indeed did on the call. Customize your recommendations to what actually took place. Match your comments to the gender you spoke with! Because you do report after report after report, it can become easy to suddenly be writing the same exact recommendations in the same exact way. Please keep in mind that the corporate office of our clients frequently read the reports for multiple hotels. They will often read them “all together”. We don’t want them to read 3 reports from the same shopper and feel like the report is identical to the one before. It gives the impression that we are “copying” and “pasting” comments from one report to another. So it’s important to be careful of that. Try to vary slightly your comments and which examples you use and vary the examples we give. Once you are conscious of this, it’s easy to do and still quickly type the reports.

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