Greeting Evaluation Exercise

Greeting Evaluation Exercise

1 = Unacceptable

2 = Acceptable

3 = Good

4 = Very Good

5 = Excellent.

Greeting 1

Score

Comments

Greeting 2

Score

Comments

Greeting 3

Score

Comments

Greeting 4

Score

Comments

Starting Grid

Smile.

Answer within 3 rings.

Apologise if it takes longer.

Use a warm & friendly voice tone.

Answer with the standard greeting.

Ask for the callers name.

Then use it!

VOICE TONE

Your voice tone is your main tool.

Your voice is the only thing a client or customer see.

The tone of your voice, how you say something, is often more important than the words you use.

Is you voice tone working for youor against you?

Do you have a different voice tone when the customer ..

Sounds confused?

Is angry?

Is hard of hearing?

Make positive adjustments to you voice.

A good voice tone says

That you care! That you are professional! That you are confident!

Who uses your hotel?

Conference Agent

Need ________________________________________________________

Expect

________________________________________________________ Course Trainer

Need ________________________________________________________

Expect

________________________________________________________ Meetings Organiser

Need ________________________________________________________

Expect

________________________________________________________ Social Event Organiser

Need ________________________________________________________

Expect

________________________________________________________ Wedding Couple

Need ________________________________________________________

Expect

Key Information at Enquiry Stage

What key information would you need to ensure you have a total understanding of the customers needs and the knowledge to be able to put together a quote that will meet those needs?

Below you will see a list of possible information, add to it where possible.

Contact Name

Company Name

Agency / Direct Customer

Address

Telephone Number

Fax Number

Email Address

Type of Event

Purpose of Event

Event Budget

Type of Event Room

Room Layout

Date of Event

Numbers of People at Event

Accommodation Requirement

Equipment Requirement

Decision Process

Date of Decision

Alternatives being Considered

Special Requests

Additional Information Required:

Customer Enquiry Sheet

Write down the list you have developed in an order that flows and helps

you to be more effective in your information gathering:

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

11.

12.

13.

14.

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16.

17.

18.

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20.

21.

22.

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24.

25.

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27.

28.

29.

30.

Notes:

Six Honest Working Men

I keep six honest serving men

they taught me all I knew

their names are

What, Why, & When

How, Where and Who

..Rudyard Kipling

The Hot Potato Game

Ask 10 open ended questions of your partner about one of the subjects below.

Holidays

Hobbies

Family

Scripted Open Questions

No two actors deliver the same script in the same manner. Given the fact that Shakespeare and Mel Gibson were and are very competent actors, both would play the part of Hamlet differently. Therefore scripting acts merely as a guide of your thoughts and gives you guidance and direction. It also helps you practice the art of questioning until it becomes second nature, helping you fact find all the relevant information you need to help you make a sale and achieve your targets.

List below 10 open ended questions that will assist you in the sales process.

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.Features & Benefits

List 5 features of your product.

1.

2.

3.

4.

5.

List the benefits associated with each feature.

1.

2.

3.

4.

5.

Write the link phrase to join the feature to the benefit.

1.

2.

3.

4.

5.

The Four Most Common Sales Closing Techniques.

Write three closing examples for each technique

The Urgency:

1.

2.

3.

The Direct:

1.

2.

3.

The Alternative

1.

2.

3.

The Summary

1.

2.

3.

Make the customer feel good about the buying decision.

Always thanks the customer for the business.

Summarising the call.

For Example:

Mr. Collins, I have provisionally booked the Boardroom for 12 persons for 2 days, Monday 25th June & Tuesday 26th June. Your meeting will be charged at our inclusive day delegate rate of 55 pounds per person and overnight accommodation at 95 pounds to include breakfast.

This can be held for you for one month at which point we will then require you either to release the booking or confirm it to us in writing.

The booking has been made under the company name of The Roland Macdonald Burger Co. and I have you as a the contact person and your telephone number is 020 8999 999.

All our rates include VAT & service. I will send a letter confirming all this to you along with our information folder, which will be in the post for you tomorrow.

Summarising the call.

What to include in your summary

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

Referrals

Why do we refer?

________________________________________________________

________________________________________________________ Who do you refer to?

________________________________________________________

________________________________________________________ How do you refer?

________________________________________________________

________________________________________________________ When do you refer?

________________________________________________________

________________________________________________________Guidelines for letters & proposals.

Keep it short

Keep paragraphs short

Keep sentences short

Always use You & Your

Highlight understanding of customer Needs

Avoid unnecessary words

Avoid hotel industry jargon

Always try to add Good News

Always end a letter in control - I will call you...

Chase Systems

What are the standards for your conference brand?

Check the Oil

SCENARIO ONE

An enquiry has just come through from a new agency Conferences R Us.

They would like to arrange a meeting for a new client of theirs who is moving into the area.

How will you handle this call?

What steps will you take?

What questions will you ask?

SCENARIO TWO

You have been dealing with the National Training Manager for Elevation UK. They have an enquiry for a series of roadshows throughout the UK.

How will you handle this call?

What steps will you take?

What questions will you ask?

SCENARIO THREE

You are leaving the office to attend a meeting for the rest of the afternoon.

What will you do before leaving?

What will you voice mail message say?

SCENARIO FOUR

An enquiry has just come through from an agency. Their client requires all you meeting rooms for a one-day meeting with accommodation. They are flexible with the date but the meeting must take place in May.

How will you handle this call?

What steps will you take?

What questions will you ask?

Start to Finish - Workshop Actions

Name:

Date:

The main messages for me from today include:

1.

2.

3.

4.

5.

Future actions I will take when I am involved in a customer telephone situation are:

1.

2.

3.

4.

5.

COURSE CRITIQUE

Dear Participant,

We need your evaluation of the Workshop for development and to check we are achieving our aims. Therefore, your assistance in giving objective feedback is important. Please circle the number that best represents your feeling about the question.

1Knowledge gained was:

Great

5432Little

1

2Application of knowledge to my work will be:

Immediate

5432In future

1

3The workshop was:

Practical

5432Theoretical

1

4The Trainer(s) was:

Excellent

5432Poor

1

5The amount of background assumed for the Workshop was:

Too Much

5432Too Little

1

6The pace of material presented was:

Too Quick

5432Too Slow

1

7The Workshop materials, reading and handouts were:

Excellent

5432Poor

1

8The duration of the Workshop was:

Too Long

5432Too Short

1

9The location and facilities were:

Excellent

5432Poor

1

10Overall, the Workshop was:

Excellent

5432Poor

1

11Additional Comments: