Sample Suggestions & Feedback

#4 When responding to an objection, we suggest that the manager first try to sell the caller on the pricing by pointing out key feature and benefits the guests will receive. This helps convince the customer that the pricing quoted is a good value and well worth the dollars being spent.

**If a concession was extended a reason for doing so was provided to maintain integrity

#1 While Manager did well to offer a lower rate in response to Caller's objection, he is encouraged to offer a reason for any discounts. This will help maintain the hotel's pricing structure. #2 The caller was offered a concession when she raised her objection. While Manager gave the caller what she asked for, he will find it beneficial to back up the concession with some type of reason as to why he could offer it. Without a reason being offered, Caller may feel she can always obtain a lower rate (waived rental fee, reduction in meal pricing, etc..) just by asking. #3 When Manager offers his solution to the stated objection, he may find it useful to explain why he is able to reduce the rate (waive the rental fee, waive the bartender fee, etc..). By doing so, it helps maintain the hotel's pricing integrity. #4 The manager did well to remind Caller of the features and benefits associated with the room rate. However he did see the need to lower the rate in order to capture the business. When offering a concession of any kind, Manager will want to offer a reason for the reduction in order to maintain the hotel's pricing structure. #1 To successfully overcome future client objections, we recommend the manager probe to gain an understanding of the nature of the objection and then take a moment to review pertinent features and benefits when addressing the concern. This can help provide a win-win situation for both parties. #2 While the manager was able to uncover the nature of the concern, we suggest that he also take time to highlight important features and benefits as a way to persuade Caller of the value in the initial rate quote. This, along with offering a plausible reason for any reduction in price will help the manager maintain rate integrity moving forward. #3 When confronted with an objection on future calls, Manager is encouraged to clarify the reason for the objection and if a concession is deemed necessary, provide a reason for any such concession. Doing so can assist the manager in providing a solution that works both for the caller as well as the hotel. #4 In this case the manager was unable to overcome Caller's objection in a positive manner. To improve the outcome of any future client objections, Manager may want to uncover the nature of the concern, show an interest in overcoming it and give a plausible reason for any concession offered. Caller will feel her concern has been understood and can better understand why the manager was able to offer the concessions. **Overcame objection successfully

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