Sample Suggestions & Feedback

** Inquired about potential future needs for either their hotel or for sister properties

#1 It is suggested that Manager attempt to learn about other meetings or room blocks that may need to be placed around the country. This information can lead to future bookings for the hotel or its sister hotels. #2 By uncovering the potential for future bookings, Manager continues to show an interest in the caller and her business. He also has an opportunity to increase the hotel chain's revenue. #3 Asking into the potential of future travel for the caller's company is a great way to establish a continuing relationship. It can also potentially increase revenue for the manager's hotel or a sister property.

**Asked how Caller heard of them

#1 The manager may want to inquire into how the caller learned of his hotel. This may give Manager a better understanding of which marketing strategies are working for the caller's market segment.

#2 Learning the path Caller took to find the hotel can assist in shaping future marketing decisions in the hotel.

#3 If the caller was referred by a previous hotel client, the manager could take this opportunity to reach out that person and send a personal note of thanks. This helps enhance that relationship which could lead to additional hotel revenue.

**Used at least 2 open-ended questions

#1 Using a good mix of both open and closed-ended questions will help the manager learn as much as possible from the caller. #2 We suggest the manager use as many open-ended questions as possible when qualifying the inquiry. This will enable her/him to gain a good insight to the customer’s needs, and this knowledge will be of assistance throughout the sales process. #3 We recommend the manager use open-ended questions to encourage the customer to talk and share information on their wants and needs. This will help the manager have a good understanding of the customer and will help lay the groundwork for a successful presentation. #4 Valuable information can be obtained from the caller through the use of open-ended questions. The manager can then use this knowledge as he/she presents the hotel, negotiates and follows up with the caller.

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