Sample Suggestions & Feedback

Would Not Book with this Manager

#1 In order for the caller to consider booking in the future, it is suggested that Manager lead Caller through a better- defined sales process. By conducting a thorough qualification, offering a detailed presentation of the hotel’s offerings and re-contacting the caller by phone, Manager will be in a more solid position to book the business. #2 In order for the caller to consider booking in the future, it is suggested Manager lead Caller through a well defined sales process. With a more thorough qualification, tailored presentation, and aggressive follow up, Manager will have an excellent chance to book the function. #3 Manager asked a variety of qualifying questions and was assertive in her attempt to close. However, because no hotel description was offered, the caller was unable to visualize the hotel. It is suggested that Manager lead Caller through a pro-active presentation of the hotel’s offerings with a discussion about the competition. When faced with an objection, selling the caller on the rate or fee will assist her in overcoming the concern. By following these steps, Manager will be in a more solid position to maximize profit and book the business. #4 Though the manager did well during the qualifying phase, we encourage him to fully present hotel features and benefits as way to persuade the caller that the hotel can meet her stated buying criteria. Through the use of trial closing questions, Manager can gauge Caller's readiness to move forward. He can then confidently ask for the sale. #5 For future success, Manager may want to take time to fully qualify the call and then present the hotel in an enticing manner to include a discussion of the features and benefits that meet the caller's stated needs. Manager will want to address Caller's objection and send information as promised. With timely follow up and an offer to secure the space, Manager will have a stronger chance to win Caller's business.

Borderline if Would Book or Not

In this situation, please check the Yes box for the Capture question on page one. You can then outline why you were on the fence.

#1 Based on the overall manner in which this inquiry was handled, it is borderline as to whether Caller would book space with Manager. To effectively proceed through calls in the future, it is recommended that she conduct a thorough qualification, offer a detailed presentation of the hotel’s features and benefits and attempt to address the caller’s objection. However, because Manager followed up diligently and communicated an urgency to book the space, she was credited with convincing Caller to use her property. #2 Caller would book space with Manager. In order for Manager to effectively proceed through calls in the future, it is recommended that she conduct a thorough qualification and maintain rate integrity when addressing the caller’s objection. However, because Manager followed up diligently on the business, she effectively convinced Caller to use her property. #3 Caller would probably book space with Manager; however, there are a few areas of growth. In order for Manager to effectively proceed through calls in the future, it is recommended that she conduct a thorough qualification and offer a detailed and enticing hotel description. However, because Manager attempted to close on the booking and addressed the caller’s objection, she effectively convinced Caller to book with her hotel.

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