Hospitality and Restaurant Training or Human
Resource Management
What are the four types of sales calls?
cold calls, public relations calls, presentation calls, inside calls
Cold calls
(aka prospect calls) can either be made in person or by telephone are usually made within a
small geographic with a minimum amount of time spent on each call. Little is known about
person or organization being called on, strictly fact finding call objective is not to make sale but
to gather info so a selling strategy can be developed and a follow up visit made.
Public relations calls
aka service calls, made on companies and individuals who are already clients. Calls serve to
promote goodwill and indicate willingness to meet future needs of clients.
Presentation calls
also called appointment calls since appointments must be made with busy prospects, made to
individuals, committees, or groups to explain how your property can meet their needs and to
ask for their business. Therefore you should obtain as much information as possible about
prospects before presentations. Important to target decision makers and use effective visual
aids, must be organized and confident ready to make a strong presentation overcome
objections and ask for sale.
Inside Calls
made to walk-ins inquiring about the property or group buyers, such as tour operators, travel
agents, and meeting planners who have been invited to tour the property.
What are some sources for prospect research
Sales office files, prospect books, records from previous years, referrals from past an present
clients, other departments within large corporations or groups that the property is currently
serving, local organizations and companies, business directories, chamber of commerce,
publications, industry reports, community contacts, front desk personnel, other property
employees, property's competitors, key contacts
what are three basic criteria for qualifying prospects?
,Size, proximity, and type of business
What are the five basic steps of a presentation sales call?
a. Opening the sales call- intro, purpose, benefit, b. Getting client involvement- Questioning,
listen, rewarding remarks, c. Presenting your property- organization, effective speaking, visual
aids, close for asking questions, d. Overcoming objections- should be handled immediately,
restate it, may be verbal or nonverbal. Price or rate, product or service, lack of interest, e.
Closing and following up- positive signs, client's agreement, repetition of benefit
Why should product features be converted to benefits?
To try to influence the client's interpretation by always linking how features or services will
benefit them and enhance their meetings.
What are three basic types of objections?
Price or rate, product or service, lack of interest
what are some of the techniques used to overcome objections?
Price or rate-Deferred until the end after having the opportunity to further detail the benefits
offered for the price quoted. Say putting price aside what else concerns you? Product or
Service-Restate objection and offer positive response (benefit) to the objection or Agree with
objection but then present a benefit. Lack of Interest- Question client about his or her feelings
about present arrangements
When should a sale be closed?
When the client is continuously agreeing, agrees to a response to an objection, repetition of
benefit from client, positive nonverbal signs, use major close then give client chance to think.
What is key account management?
Ranking accounts according to their profitability, prioritizing helps you allocate time to the most
promising accounts
Why is telephone etiquette important?
It is often the first point of contact a customer has with a company and it can build or destroy
good relations and trust in seconds
How can using the proper telephone etiquette lead to additional sales?
Telephone if used properly can be one of the most economical ways to find and sell to
prospective guest and clients
, What are types of outgoing sales calls?
a. Prospect calls b. Qualifying Calls c. Appointment calls d. Sales calls e. Promotional calls f.
Service calls g. Public relations calls
What are the techniques that can be used to get past intermediaries?
Appeal to a need, verify the validity of the need, determine the most important need
What types of incoming calls can lead to sales?
Inquiries, telephone telephone sales blitzes,
What is a central reservations system?
Part of an affiliate reservation network, typically deals directly with the public, advertises a toll
free central telephone number, provides participating properties with necessary
communications equipment and bills properties for handling reservations.
Internal marketing
seeks to sell employees on the property and their importance to its success
Internal sales
is directed towards guests already at the property, and is a systematic plan to meet guest needs
and increase revenues
What is relationship selling? Why is it so important to a hospitality firm?
Less expensive to retain guests than to acquire new ones, focus on building relationships with
their current guests, can be defined as building guest loyalty
What are the four areas that should be covered in employee training to better equip
employees to assist guests and build rapport?
Knowing the property, Knowing the community, Interacting with guests, Learning sales skills
Top down method
used to encourage guests to reserve middle or high rate rooms, suggest higher then move to
next level and discusses merits of and so on and so forth
Rate category alternatives method
middle rate rooms selling; front desk or reservations agent provides guest with three or more
rate category alternatives with no pressure
Resource Management
What are the four types of sales calls?
cold calls, public relations calls, presentation calls, inside calls
Cold calls
(aka prospect calls) can either be made in person or by telephone are usually made within a
small geographic with a minimum amount of time spent on each call. Little is known about
person or organization being called on, strictly fact finding call objective is not to make sale but
to gather info so a selling strategy can be developed and a follow up visit made.
Public relations calls
aka service calls, made on companies and individuals who are already clients. Calls serve to
promote goodwill and indicate willingness to meet future needs of clients.
Presentation calls
also called appointment calls since appointments must be made with busy prospects, made to
individuals, committees, or groups to explain how your property can meet their needs and to
ask for their business. Therefore you should obtain as much information as possible about
prospects before presentations. Important to target decision makers and use effective visual
aids, must be organized and confident ready to make a strong presentation overcome
objections and ask for sale.
Inside Calls
made to walk-ins inquiring about the property or group buyers, such as tour operators, travel
agents, and meeting planners who have been invited to tour the property.
What are some sources for prospect research
Sales office files, prospect books, records from previous years, referrals from past an present
clients, other departments within large corporations or groups that the property is currently
serving, local organizations and companies, business directories, chamber of commerce,
publications, industry reports, community contacts, front desk personnel, other property
employees, property's competitors, key contacts
what are three basic criteria for qualifying prospects?
,Size, proximity, and type of business
What are the five basic steps of a presentation sales call?
a. Opening the sales call- intro, purpose, benefit, b. Getting client involvement- Questioning,
listen, rewarding remarks, c. Presenting your property- organization, effective speaking, visual
aids, close for asking questions, d. Overcoming objections- should be handled immediately,
restate it, may be verbal or nonverbal. Price or rate, product or service, lack of interest, e.
Closing and following up- positive signs, client's agreement, repetition of benefit
Why should product features be converted to benefits?
To try to influence the client's interpretation by always linking how features or services will
benefit them and enhance their meetings.
What are three basic types of objections?
Price or rate, product or service, lack of interest
what are some of the techniques used to overcome objections?
Price or rate-Deferred until the end after having the opportunity to further detail the benefits
offered for the price quoted. Say putting price aside what else concerns you? Product or
Service-Restate objection and offer positive response (benefit) to the objection or Agree with
objection but then present a benefit. Lack of Interest- Question client about his or her feelings
about present arrangements
When should a sale be closed?
When the client is continuously agreeing, agrees to a response to an objection, repetition of
benefit from client, positive nonverbal signs, use major close then give client chance to think.
What is key account management?
Ranking accounts according to their profitability, prioritizing helps you allocate time to the most
promising accounts
Why is telephone etiquette important?
It is often the first point of contact a customer has with a company and it can build or destroy
good relations and trust in seconds
How can using the proper telephone etiquette lead to additional sales?
Telephone if used properly can be one of the most economical ways to find and sell to
prospective guest and clients
, What are types of outgoing sales calls?
a. Prospect calls b. Qualifying Calls c. Appointment calls d. Sales calls e. Promotional calls f.
Service calls g. Public relations calls
What are the techniques that can be used to get past intermediaries?
Appeal to a need, verify the validity of the need, determine the most important need
What types of incoming calls can lead to sales?
Inquiries, telephone telephone sales blitzes,
What is a central reservations system?
Part of an affiliate reservation network, typically deals directly with the public, advertises a toll
free central telephone number, provides participating properties with necessary
communications equipment and bills properties for handling reservations.
Internal marketing
seeks to sell employees on the property and their importance to its success
Internal sales
is directed towards guests already at the property, and is a systematic plan to meet guest needs
and increase revenues
What is relationship selling? Why is it so important to a hospitality firm?
Less expensive to retain guests than to acquire new ones, focus on building relationships with
their current guests, can be defined as building guest loyalty
What are the four areas that should be covered in employee training to better equip
employees to assist guests and build rapport?
Knowing the property, Knowing the community, Interacting with guests, Learning sales skills
Top down method
used to encourage guests to reserve middle or high rate rooms, suggest higher then move to
next level and discusses merits of and so on and so forth
Rate category alternatives method
middle rate rooms selling; front desk or reservations agent provides guest with three or more
rate category alternatives with no pressure
