Sample Suggestions & Feedback

#6 Poor qualifying Family Reunion... In qualifying the business, we recommend the manager ask both open and close ended questions. First, we suggest Manager inquire if the family gets together each year and, if so where . This will help in developing rapport plus give the manager an idea of the caller’s expectations. Manager may then inquire as to what is important to the caller and the guests that will be visiting. In uncovering this information, the manager will establish the buy factors and be able to underscore the appropriate features and benefits during the course of her hotel presentation. She could also determine the group's rate expectations and the decision process . By uncovering this information, the manager will know if she is quoting in the price range acceptable to Caller and be prepared for possible rate resistance. Manager would also be able to establish an appropriate time to follow up on the inquiry. #7 Poor qualifying Catering... We suggest the manager ask open-ended questions in order to obtain information about the booking. Questions we recommend she ask include if the caller is familiar with her hotel , what is she looking for in a property and if a budget has been established. In asking these questions, Manager will be able to formulate her presentation around what was uncovered and present menu options which reflect what Caller is looking for. Knowing the budget will alert Manager as to whether Caller is interested in a standard menu or if she is receptive to an upscale affair. Manager may also inquire when the decision will be made and who will make the final decisions. In doing so, she will know the best time to follow up and with whom. #8 Poor qualifying Tour Group... We suggest the manager ask a mix of open and closed-ended questions to find out as much as possible about the account. Uncovering the reason for the group visiting the area, as well as their buy factors , would assist her in the presentation offered later. So that the manager can follow up effectively, we recommend that she establish the decision date and ask if the caller is the decision-maker . It is also helpful to probe for the group’s budget . This would enable her to know if her property would be “in the running” and prepare the manager for possible price resistance.

Presentation Recommendations

#1 Not being proactive in presenting… To make the presentation stronger in the future, it is recommended that Manager proactively sell the hotel’s features and benefits prior to quoting pricing . By doing this in a complete manner, Manager can solidify the price-value relationship and possibly avoid any objection related to price. Manager may consider expanding upon her answers to provide a more detailed description of the hotel’s offerings. For example, when providing menu options, offering a brief description of the function room ambiance, level of service, and quality of food would be appropriate. As a result, Caller will have a better idea of the options that can be considered. #2 Brief presentation… The manager was able to offer space, dates and rates. The presentation, however, was quite brief. This stage of the sales process could be improved upon by taking a little more time to present. We suggest that the manager uncover what is most important to the group and then present the hotel’s features and corresponding benefits which will meet these needs. By tailoring the presentation and making it interesting and persuasive, the manager will be more effective in selling the caller on choosing his/her hotel. In the future, offering a comparison of her hotel versus the competition is suggested. By comparing the features and benefits of the (caller’s hotel) to (competitor hotel), Manager can take the opportunity to convey why his hotel is the best choice for Caller’s group.

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