Sample Suggestions & Feedback

**Before ending the call, reiterated or confirmed next action to be taken

#1 Manager is encouraged to take a moment and confirm what the caller can expect next in the process. Doing so allows the caller to be prepared and aware of what lays ahead. #2 To show a high level of professionalism, we suggest that the manager take a moment to reiterate what will be occurring once the phone call concludes. This minimizes the need for the caller to wonder what comes next and assist her in her event planning timeline. #3 Prior to ending the initial call or any follow up calls, Manager may want to clearly layout what will happen next. This will minimize and surprises for the caller and show illustrates a high level of professionalism on the part of the manager. #1 Manager may want to set a mutually agreeable time frame in which to follow up with the caller. Showing respect for the caller's time line strengthens the rapport building and lets the caller know when to expect to hear from the manager. #2 Prior to ending the call, Manager could set a time to follow up on the business. Allowing the caller to weigh in on when this call should happen, shows respect for her time. #3 It can be a good idea to let a potential client know when she can expect to receive a follow up call from the manager. When Manager asks for Caller's buy in on when this call should occur, it shows respect for her time as well as secures an agreement that the caller is interested in further contact with the manager. **Agreed upon a specific time frame to follow up

Professionalism and Follow-up – Sample Recommendations

**Displayed good product knowledge when questioned

#1 Manager may want to familiarize himself with the many features of the hotel to allow him to knowledgably answer any questions posed by a caller. #2 Though Manager was able to confirm that the hotel did offer the feature the caller had a question on, we encourage him to speak further about the topic so the caller is fully aware of how the hotel's features can accommodate the group. #3 Answering a caller's questions regarding different hotel features is an excellent way to win the caller's trust and further display the hotel's offerings.

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