Sample Suggestions & Feedback

#7 Held firm/ no alternate dates/ no trial close... When handling objections, the manager may want to offer the caller an alternative set of dates where the hotel may need the business and be willing to be more flexible with pricing. This will leave the caller with an option of changing dates or staying with the preferred dates at the higher rate. The manager may also want to consider posing an additional trial close question to the caller after the explanation is offered to ensure the issue has been successfully overcome prior to moving forward with the call. #8 Held firm/ no review of features/ no trial close... In overcoming an objection, we recommend the manager clarify her understanding of the objection and then reinforce why she feels her hotel would work best for Caller. In doing so, Caller may conclude that she is obtaining the best available rate and Manager may not need to further discount. Then, to be sure the objection was overcome, the manager can use a trial-closing question. The manager will then know if the objection was indeed overcome.

Attempt to Close Recommendations

#1 Overall poor performance... In order to have the information necessary to close on the business, it is important that Manager qualify the account and offer a full and detailed presentation . Asking trial close questions during the course of the call will enable her to test the caller’s interest in what is being presented. The manager can then move into the final close by, if company policy permits, asking if she can book the space . After doing this, she can offer to send a contract (or proposal) and establish a date for future telephone follow-up . #2 Overall poor performance... To help work toward the close, it is often helpful to periodically ask trial close questions, such as, “How does that sound so far?” The manager will then have an idea of where she stands with the caller, and be able to address any remaining concerns before asking if she could book the space. Manager could take a moment to recap the hotel's features and benefits as a lead in to the close and then ask the caller if she is ready to place the space on hold . By conducting these steps in a timely manner, the manager can prevent a more aggressive competitor from doing so first. #3 Overall poor performance... Prior to offering to send information, we recommend the manager again highlight the features and benefits of the hotel and how it will be a good choice for the family gathering. This provides a smooth lead-in to the close. By using trial closing questions during the call, the manager can determine when the customer is ready to buy. Manager can then offer to place a tentative hold on the guest rooms and to send the contract or proposal and collateral information. Before ending the conversation, remind Caller what is to come next. Also, we suggest the manager establish a date for following up with the caller by phone. #4 No attempt in 1 st call but followed up on Caller’s decision… Manager followed up to inquire about Caller's decision, but we would recommend the more assertive approach of offering to place a hold on the space during the initial call. It is helpful to provide a review of a few of the features and benefits before moving into the final close, as this further sells the caller on the property. Manager could then establish a date for re-contacting Caller to work toward cementing the decision. #5 No attempt to close/ no follow up time set/ Wedding... If hotel policy permits, we recommend that the manager offer to place a hold on the space, even if only tentatively. If the hotel does not permit holding the space at this stage, then we recommend a discussion take place regarding the booking policies and that the manager set forth a course of action which helps her lead into an ultimate close on the business. Manager did well by expressing, more than once, her desire to meet personally with the caller, but we suggest she uncover the decision process and when the caller will be in town, so she can establish an appropriate action plan for follow-up .

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