Sample Suggestions & Feedback

#3 Brief presentation/ did not compare with competition... To make the presentation stronger in the future, it is recommended that Manager use Caller’s unfamiliarity with the hotel to aggressively sell the property’s features and benefits before quoting pricing. By doing this in a complete manner, Manager can also solidify the price-value relationship, and possibly preclude any pricing objections. When presenting menu pricing, an enticing description of the entree selections may want to be included rather than just listing the items on the menu. It would also be appropriate to mention the level of service being provided as well as briefly describe the ambiance of the function room. While manager did uncover that another hotel was being considered, she did not, however, probe to determine the identity of the competition . In the future, it is recommended that Manager uncover information regarding the competition and compare her property to the competing hotel in a positive manner, pointing out those features and benefits that make her hotel the better choice. #4 Had to prompt for presentation, no competition, close before presentation... After qualifying, Manager quoted the room rate and made an assumptive close. We suggest Manager first gather all necessary information during the qualifying stage and then lead into the presentation. Following this order allows the manager the opportunity to highlight what he discovered as being most important to the caller. He may then want to begin the presentation by addressing the issues that were determined as buy factors in the questioning stage, explaining the features and the corresponding benefits to the group. Manager will also want to ask if the caller is considering other hotels or facilities in the area. Asking this question will allow the manager to further explain why her hotel will accommodate the group best. He is then in a good position to tell Caller if space is available and quote the applicable rate. In this scenario, the manager quoted the rate immediately and then attempted to close on the sale. When this happens, however, Caller is still uncertain of what they would be receiving for the rate and has no understanding of the price- value relationship. #5 Presented after quoting price... For a more effective presentation, we suggest the manager present the hotel prior to discussing pricing , and point out ways in which it could accommodate the group's wants and needs. The manager can then disclose the fees involved. Providing information in this manner allows the client to gain insight into the price-value relationship. Although the manager determined the competition , we recommend that he discuss the points of difference in an effort to persuade Caller that his hotel is the better choice. #6 Presented after quoting price... The manager offered a detailed description of the hotel’s amenities and mentioned a few ways these would benefit the caller. He may, however, want to offer this before quoting any pricing. It would also be helpful for the manager to attempt to uncover the competition for the business. He could then, in a professional and positive manner, relate differences between the hotels while selling his client on why his hotel would be the best choice for the group. #7 No buy factors, uncovered but did not sell against competition... The manager may want to consider the presentation as his/her best opportunity to showcase the features and benefits that are most important to the caller. These needs could be uncovered during the qualification portion of the call. Additional features and benefits can be offered to enhance to the hotel’s price-value. While the manager did uncover her competition during the qualifying, we suggest that she continue on by selling against her competitor within her presentation. The manager could provide, in a positive and professional manner, reasons why his hotel would be the superior choice. #8 No competition uncovered... While the manager was able to answer questions posed to her, we suggest that he/she expand upon the information offered. Because little information on the hotel was provided , Caller was unable to visualize the caliber of hotel and what it offered. We recommend that Manager pro-actively offer a detailed description of the hotel and work toward selling the caller on the benefits of using his property. It is also suggested that Manager attempt to uncover the competition by asking if any other facilities are being contacted for information. He could then, in a positive and professional manner, relate why his hotel would be the best choice for the event.

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