premier pro points sales quality assurance test call€¦ · 1: salprempro20 052417 premier pro...
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1: SalPremPro20 052417
Premier Pro Points
Sales Quality Assurance Test Call Sales Quality Assurance Test Call
Prepared By
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Shop Details Location Shopped: Date of Shop:
Sales Person:
Shop Type:
Hotel Type: Property ID Code:
ADI: Shop ID Code:
Brand Special Notation:
Sales Scenario Market Segment: Attendees:
Client Name: Flexibility:
Organization Name: Competition:
Function: Decision Date:
Function Space Needs: Overnight Needs:
Score Summary
Section Possible Actual %
0%
20%
40%
60%
80%
100%
G Q P OO C P
Score
Greeting 5 0 0%
Qualification of Needs 20 1 5%
Presentation 20 1 5%
Handling Objections 20 0 0%
Attempt to Close 20 0 0%
Professionalism 15 0 0%
Total 100 2 2%
Hotel Name, Date of Shop, ID, Sales Person
2: SalPremPro20 052417
Financial Summary
Note: for an additional fee, competitors can be contacted to obtain pricing only for the same event
Hotel Competitor 1 Competitor 2 Competitor 3
This Service Not
Requested
This Service Not
Requested
This Service Not
Requested
(Final) roomnights @: $0.00 $0.00 $0.00
Total Room Revenue: $0.00 $0.00 $0.00 $0.00
Total Combined Room Rental: $0.00 $0.00 $0.00
Estimated Food and Beverage: $0.00 $0.00 $0.00
Miscellaneous: $0.00 $0.00 $0.00
Total Potential Revenue $0.00 $0.00 $0.00 $0.00
Capture
Reachability Factor
Yes, effectively convinced the caller to book this or future business
100% Caller spoke to sales person on initial call
No, was not effective in gaining the caller’s confidence for this or future bookings
50% Receptionist took enough details to start inquiry
0% Receptionist took minimal information
0% Caller was transferred into voicemail
If message left, it was returned in total hours
Chronology of Interaction
Date Time Comment
Hotel Name, Date of Shop, ID, Sales Person
3: SalPremPro20 052417
Greeting (Must be done verbally)
Click here to hear an audio example of a good Greeting
S w i t c h b o a r d 1. Number of rings before answer Answered in four rings or less Yes
0
No
0
N/A
0
2. Number of seconds on hold Caller placed on hold Yes 0
No
0
N/A
0
3. Caller on hold sixty seconds or less Yes 0
No
0
N/A
0
4. Operator’s greeting was polite and friendly Yes 0
No
0
N/A
0
5. Operator’s greeting was easily understood Yes 0
No
0
N/A
0
6. Operator transferred the call promptly and appropriately
Yes 0
No
0
N/A
0
S a l e s o r C a t e r i n g D e p a r t m e n t 7. Number of rings before answer Answered in four rings or less Yes
1
No
0
N/A
0
8. Number of seconds on hold Caller placed on hold Yes 0
No
0
N/A
0
9. Caller on hold sixty seconds or less Yes 1
No
0
N/A
0
10. Greeting was polite and friendly Yes 1
No
0
N/A
0
11. If Sales Person not available, receptionist obtained pertinent details of inquiry in addition to name and phone number to pass on to Sales Person
Yes 1
No
0
N/A
0
12. If a message had to be left, call was returned within 4 business hours (8:30 AM to 5 PM Hotel Timezone)
Yes 1
No 0
N/A 0
Score: 0% 0 points out of a possible 5
Comments:
Hotel Name, Date of Shop, ID, Sales Person
4: SalPremPro20 052417
Qualification of Needs (Can be done verbally or electronically)
Click here to hear an audio example of a good Qualifying
E v e n t a n d O r g a n i z a t i o n D e t a i l s 1. Asked objective or purpose of event or travel (for
wedding related inquiries this is N/A) Yes
1
No
0
N/A
0
2. Asked all necessary questions about specific needs
for event or travel (i.e. # of rooms, C/I & C/O dates, function space needs, food and beverage needs, dates, times, set-up style, AV. Will vary depending upon type of group. For BTSM it would be # annual roomnights, arrival/departure patterns, months travel occurs, # ppl in room, commissionable or non-commissionable rate)
Excellent 4
Good 3
Average 2
Poor 1
N/A 0
3. BONUS - Uncovered history of event or travel (for wedding related inquiries this is N/A)
Yes 1
No
0
N/A
0
4. Asked about the budget or price expectation prior
to quoting pricing Yes
1
No
0
N/A
0
5. BONUS - Asked if Caller was flexible with their
dates before checking availability (for BTSM inquiries this is N/A)
Yes 1
No
0
N/A
0
6. BONUS - Probed to learn about the organization (or
department w/in organization) or Caller’s role in the organization (for Callers not with an organization this is N/A)
Yes 1
No
0
N/A
0
Hotel Name, Date of Shop, ID, Sales Person
5: SalPremPro20 052417
7. Uncovered the decision maker Yes 1
No
0
N/A
0
8. Uncovered the decision date Yes
2
No
0
N/A
0
G e n e r a l Q u a l i f i c a t i o n S k i l l s 9. If details were taken by Receptionist, Sales Person
was knowledgeable of them and recapped at least one of them
Yes 1
No
0
N/A
0
10. Uncovered buy factors (what is most important to the
caller when choosing a hotel) Yes
4
No
0
N/A
0
11. Asked if Caller was familiar with the hotel Yes
1
No
0
N/A
0
12. BONUS POINT Inquired about potential future needs
for either their hotel or for sister properties Yes
1
No
0
N/A
0
13. BONUS POINT Asked how Caller heard about the
hotel Yes
1
No
0
N/A
0
Hotel Name, Date of Shop, ID, Sales Person
6: SalPremPro20 052417
14. Used at least 2 open-ended questions to probe Yes 3
No
0
N/A
0
15. Utilized good listening skills Yes
1
No
0
N/A
0
16. Showed a genuine interest in understanding and
meeting the caller’s needs Yes
1
No
0
N/A
0
Score: 5% 1 points out of a possible 20
Hotel Name, Date of Shop, ID, Sales Person
7: SalPremPro20 052417
Presentation (Must be done verbally)
Click here to hear an audio example of a good Presenting
B a s i c S k i l l s 1. Sales Person was proactive in presenting rather
than just answering Caller’s questions or just quoting pricing and availability
Yes 1
No
0
N/A
0
2. Was able to knowledgeably describe and discuss
the features upon request Yes
1
No
0
N/A
0
3. Sold benefits as well as features
(3 or more benefits must be stated to obtain a Yes) Yes
3
No
0
N/A
0
4. Made presentation in an interesting and detailed manner (Includes outline of how pricing and availability are quoted, as well as other aspects of the hotel. If an average or good rating, reason why will be clarified. Must use at least 5 features to get a Excellent, 4 features to get a good, and 0 to 3 features to get an Average)
Excellent 3
Good
2
Average
1
N/A
0
Location Guest
Rooms
Restaurant Lounge Function Space
Quality Service
Additional Amenities
Hotel Name, Date of Shop, ID, Sales Person
8: SalPremPro20 052417
Presentation Continued:
5. Addressed Caller’s buy factors during presentation Yes
3
No
0
N/A
0
6. Made presentation first before quoting price Yes
1
No
0
N/A
0
Hotel Name, Date of Shop, ID, Sales Person
9: SalPremPro20 052417
7. BONUS POINT Attempted to creatively present the hotel by asking the caller to go to the hotel's web site live while on phone so the site could be used as a tool (Please note that Caller may decline offer but Manager still obtains points for asking)
Yes 2
No
0
N/A
0
8. BONUS POINT Attempted to upsell including: Yes
1
No
0
N/A
0
Upgraded guest room
Amenity in guest room
Welcome reception
Additional function room
Theme breaks
Higher priced food or beverage
Other
A d d r e s s e d C o m p e t i t i o n 9. Asked if other facilities were being considered
(identified actual names of facilities) Yes
2
No
0
N/A
0
10. Demonstrated knowledge of the competition Yes 1
No
0
N/A
0
11. Attempted to sell against the competition in a proactive manner; for example, by actively pointing out why their hotel would be the better option or by selling their hotel’s strengths after the competition was discovered in a clear attempt to sell against them (must know competitor names they are selling against)
Yes 2
No
0
N/A
0
Note: If competition was not discussed at all, question #10 is N/A and # 11 is No
S p a c e A v a i l a b i l i t y ( C a n b e d o n e v i a e m a i l ) 12. Confirmed availability within 24 hours of
speaking with the manager business hours being 8:30 AM - 5:00 PM hotel time. (for IBT inquiries this is N/A. If manager had questions before they could confirm then the timing begins from the time that the necessary information was provided)
Yes 1
No
0
N/A
0
13. If requested dates were not available, Sales Person asked for alternative dates (For IBT inquiries this is N/A)
Yes 1
No
0
N/A
0
14. Quoted pricing within 24 hours of speaking with the manager business hours being 8:30 AM - 5:00 PM hotel time. (for IBT inquiries this is N/A. If manager had questions before they could confirm then the timing begins from the time that the necessary information was provided
Yes 1
No
0
N/A
0
Score: 5% 1 points out of a possible 20
Hotel Name, Date of Shop, ID, Sales Person
10: SalPremPro20 052417
Handling Objections (Can be done verbally or electronically)
Click here to hear an audio example of a good Handling Objection
I f a n O b j e c t i o n W a s N o t R a i s e d 1. During the call Manager did a nice job in selling the caller on choosing their facility and so an
objection was not raised
5
Not Applicable, an objection was not raised and this section does not apply 0
An objection was raised, see questions 2 through 4 0
B a s i c S k i l l s 2. Confirmed their understanding of the objection and
clarified what the caller was looking for (can be done via phone or email)
Yes 2
No
0
N/A
0
3. Acknowledged the objection and appeared interested
in the caller's concern, showing empathy (can be done via phone or email)
Yes 1
No
0
N/A
0
4. Sold features and benefits in trying to overcome
objection (these can be new ones or reiteration of previous ones discussed, can be done via phone or email)
Yes 5
No
0
N/A
0
O b j e c t i o n D u e t o 5. Sales Person responded to the objection by
6. If a concession was extended a reason for doing so was provided to maintain integrity (can be done via phone or email)
Yes 3
No 0
N/A 0
7. Overcame objection successfully Yes
5
No
0
N/A
0
Note: If a concession is extended as requested by the customer, but Question #4 and #6 are No, then this question #7 is will be rated as No even if Caller received what they wanted. This is because this jeopardizes the negotiating integrity of the hotel as the customer is given what they wanted without any attempt to explain why and without any attempt to sell the hotel further.
Hotel Name, Date of Shop, ID, Sales Person
11: SalPremPro20 052417
8. Used a trial closing question soon after the response to the objection is provided to determine if the objection was successfully overcome or if there were any other obstacles to address (can be done via phone or email)
Yes 2
No
0
N/A
0
9. When responding with answer to the objection
Manager first attempted to speak with the caller via phone vs. responding via email (If Manager attempted
to call and a message was left and then Manager utilized email to respond, this question is rated as Yes. If objection was raised verbally & Manager replied immediately on that call, this question is Yes)
Yes 2
No
0
N/A
0
Score: 0% 0 points out of a possible 20
Hotel Name, Date of Shop, ID, Sales Person
12: SalPremPro20 052417
Attempt To Close (Can be done verbally or electronically)
If the score was 75% or below, click here to hear an audio example of a good Closing
C l o s i n g T e c h n i q u e s 1. Used trial closing question(s) during the course of
the inquiry to lead up to the close Yes
2
No
0
N/A
0
2. Summarized the features and benefits and/or what
was discussed about the Caller's needs to help lead up to the close (does not impact score, but good skill to
use)
Yes 0
No
0
N/A
0
3. Attempted to close on a Definite or
Tentative via Phone Call or
Phone message 10
Definite or
Tentative via Email
5
Not
Done 0
N/A 0
C o r r e s p o n d e n c e 4. Offered to send a proposal or contract
Yes
3
No
0
via N/A
0
5. Offered to send sales collateral (If collateral was not offered, but Manager sent it as a follow-up then this question is rated as Yes)
Yes 1
No
0
via N/A
0
N e x t S t e p 6. Before ending call, reiterated or confirmed next
action to be taken Yes
2
No
0
N/A
0
7. After confirming availability and/or agreeing to send information, Manager confirmed or tried to establish a specific day AND time to follow up with the caller which would ensure the ability to reach the customer and help set the stage to close the sale (if manager offered a specific date and time in an email then credit is given)
Yes 2
No
0
N/A
0
Score: 0% 0 points out of a possible 20
Hotel Name, Date of Shop, ID, Sales Person
13: SalPremPro20 052417
Professionalism and Follow-up (Can be done verbally or electronically)
If the score was 75% or below, click here to hear an audio example of a good Professionalism
S a l e s P e r s o n P r o d u c t K n o w l e d g e a n d P r o f e s s i o n a l i s m 1. If a message(s) was left, it was returned promptly and
Manager was prepared whenever speaking with the customer
Yes 1
No
0
N/A
0
2. Manager CLEARLY attempted to establish
rapport, for example via the use of some casual conversation and friendly interaction with the customer
Yes 1
No
0
N/A
0
3. Verbally used Caller’s name more than once during
the Sales Process Yes
1
No
0
N/A
0
W r i t t e n F o l l o w - u p 4. Information was received in a timely basis
(Hours are 8:30 AM to 5 PM Hotel Time, from the time availability was confirmed)
Excellent 3
W/in 4 hours
Good
2 5 - 24 Hours
Average
1 24 - 48 Hours
Poor
0 >48 Hours or
Not Rcvd
N/A
0
Hotel Name, Date of Shop, ID, Sales Person
14: SalPremPro20 052417
5. All information promised by the Sales Person was received
Yes 1
No
0
Not Rcvd
0
N/A
0
6. Correspondence was personalized by addressing the
specific details discussed on the phone Yes
2
No
0
Not Rcvd
0
N/A
0
S a l e s P e r s o n F o l l o w - u p 7. Followed up via phone or email after
availability and pricing was confirmed to pursue the business (this follow-up may be to simply answer questions or to try and close)
Excellent 3
w/in 2 days
Good
2 w/in 3 days
Average
1 >3 days
Not Done
0
N/A
0
8. Identified why business was lost Yes
1
No
0
N/A
0
9. Identified future business potential Yes
1
No
0
N/A
0
10. Set action for future contact Yes
1
No
0
N/A
0
Note: if Caller does not speak with Manager when declining to book, questions #8, #9, and #10 are rated N/A and do not impact the score.
Test call is closed out 5 business days from the time the caller and Manager are able to speak.
Saturdays, Sundays, and major holidays are not included in timing.
Score: 0% 0 points out of a possible 15
Hotel Name, Date of Shop, ID, Sales Person
15: SalPremPro20 052417
Action Planning To Further Develop Selling Skills
These Action Plans are for the hotel to create and implement. They will assist the hotel in using this report as a positive training tool. They will help to further develop outstanding selling skills to outsell the competition. If any sections of the report achieved a score below 80%, it is suggested that an Action Plan be created and implemented to help improve the skills in this portion of the sales process.
Key Areas Missed that Impacted the Overall Score:
Steps to be taken to help further improve these skills:
Employee Signature: Date:
Supervisor Approval: Date:
Hotel Name, Date of Shop, ID, Sales Person