Sample Suggestions & Feedback

#6 No recap of features/ no trial close/no follow up time set... Manager did a good job of attempting to close by offering to hold the space. To enhance this, he may also want to consider summarizing the conversation , emphasizing the specific features and benefits that make her hotel the best choice. Asking trial closing questions during the course of the call would allow the manager to read where the caller stands regarding making a final commitment. In addition, it is suggested that Manager lay the groundwork for re-contacting the caller by establishing a date for future telephone follow-up. #7 No recap of features/ no trial close... Manager was assertive in her attempt to close by asking if she could book the group. In order to move more smoothly into the close, it is helpful to periodically ask trial close questions to see if the caller is ready to make a final commitment. This enables the manager to address any barriers that may still exist which are keeping the caller from choosing her hotel. The manager could then proceed into the final close by reviewing some of the hotel’s features and benefits , as this will further sell the caller on the property. #8 Attempted to close without presenting/ no trial close/ no follow up time set... The offer to email a contract was given before any details were provided. It is suggested that a full presentation of the hotel take place before attempting to close on the sale. It is helpful to periodically test the caller’s interest during the course of the call by the use of trial close questions. An example of a trial close would be, “How does this sound so far to you?” The manager could then review some of the features and benefits offered and ask if space could be booked. Before ending the call, we suggest the manager establish a date for future telephone follow-up . #1 Overall poor performance... Manager's quick and strictly professional demeanor seemed to discourage any kind of rapport building with the caller. We suggest he incorporate some small talk into his time on the phone with the caller which could include the use of the caller's name during the call as a way to build rapport and draw the caller into the conversation. We suggest he send the information promised in a timely manner and phone to discuss any questions promptly. At this stage, Manager may find he can secure the sale before a more aggressive competitor has the opportunity to do so. #2 No written or verbal follow up occurred... The manager indicated that she would send menus, however no information was received. The manager may also want to take time to verbally follow up with the caller. Both of these actions are critical steps in the sales process. When written follow-up does not take place, the caller does not have the information necessary on which to base a buying decision. It also creates the impression that the manager is not interested in the booking. Telephone follow-up provides the manager with yet another opportunity to pursue the sale and book the business. When neither takes place, the door is potentially left open for a competitor to move in and secure the booking. #3 Did not identify next steps after loosing the sale... The manager did well to send the information discussed and phoned the caller to pursue the sale. We suggest that when a caller lets Manager know the hotel would not be needed, the manager probe to uncover the reason. This may lead the manager to learn of any future leads for his hotel. He can then set at time to reach out to the caller as a way to continue building the relationship with the goal of eventually securing a piece of business from her. Professionalism Recommendations

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