Sales/Catering In-Take Sheet

GROUP SALES AND CATERING REVENUE CSI

CALLER’S GENERAL INFORMATION

Caller’s Name Title Address City/State/Zip Telephone Fax Email Address (1) OPENING DEEP CLEANSING BREATH – LOOK AT the Telephone STANDARD GREETING: Be sure to include the department name and sales person’s name OBTAIN CALLER’S NAME: Be sure to use throughout the call SET AN AGENDA: (Suggestion) - “(Caller’s name), we certainly appreciate your telephone call. I’d like to take a few minutes to ask questions so I can fully understand your needs – then I want to tell you about our hotel and services in light of those needs. Does this meet with your approval? GREAT!”

(2) PROBING BASIC INFORMATION (Closed Ended Questioning): Basic Rooming Needs

Preferred Date Alternate Date # of rooms Room/Bed Type: King # DBLS # Suites

Smoking Preference Yes No Special Needs Transportation

Arrival method Parking needs Arrival/departure time for bus groups Baggage handling needs Transportation needs while at the hotel Reservation Method

Method of Reserving Method of Payment Decision maker Billing needs Meeting Space needs

Type of event Dates Hours needed # of guests Set Up Style AV Needs Break out needs Catering and Banquet Space needs

Type of event Dates Hours needed # of guests Food/Beverage agenda Meal needs Space needs

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NEEDS BEHIND THE NEEDS (Open Ended Questioning): Open Probing 1 – (Suggested questions) “Have you held a conference like this in the past?

How did it go – can you tell me good areas and improvement areas?”

Copyright © 2006-2007 Hotel Shopping Network Open Probing 2 - (Suggested questions) “What are your hotel needs from the planner’s stand point?” “What are you, as the planner, looking for when deciding on a hotel?”

1. 2. 3. 4. 5.

BUDGET: Guest rooms Meeting/Banquet space Food/Beverage COMPETITION: (Who?) FINAL PROBE: (Suggestion) Is there anything else we have not discussed that can make your function a success? (ASK THIS REPEATEDLY UNTIL THE CALLER TELLS YOU THERE IS NOTHING ELSE).

(3) SUPPORTING WAITING TO SUPPORT AND ACKNOWLEDGING CALLER’S NEEDS: Transitional Statement – (Suggestion) “(Caller’s Name), let me review my notes with you to make sure I have all your stated needs – then I’d like to tell you about our hotel.” REVIEW IN DEPTH with the caller – to include the closed-ended question answers and the open-ended question answers in probing. FEATURES & BENEFITS: Tell about your hotel towards 1, 2, 3, 4, 5 stated needs above; interject periodically “Is this what you were describing? Is this what you needed? Is this what you were looking for? How is this sounding so far?” (Be sure to also offer features of your hotel that them caller may not have asked about).

1. Is this what you were describing? 2. Is this what you were looking for? 3. Does this suit your needs? 4. Etc. 5. Etc. PRICING/AVAILABILITY OFFERED: Ask the caller to hold while you are checking for dates and availability.

(4) CLOSING TRANSITIONAL STATEMENT: (Suggestion) “We have the dates for your guest rooms and meeting/banquet space, (Caller’s Name), the rate meets your needs, and I do believe you like what you hear, so . . . ASK FOR THE SALE: “(Caller’s name), May we go ahead and hold these arrangements for you?” OVERCOME THE OBJECTION: (Suggestion) “Because we do frequently fill on those days of the week, I suggest we hold this space tentatively pending your decision while you: look at other hotels, talk with your committee, think about it, ETC.” ASK FOR THE SALE THE SECOND TIME: “So may I go ahead and do this for you, (Caller’s Name)?” REPEATING ARRANGEMENTS: Be sure to include 1. dates of the function space, 2. dates of the rooms, and 3. pricing. Let the caller know how they will be receiving this information (email, fax, mail). Your objective here is no dates/rates surprises when he/she opens the agreement. ESTABLISH NEXT STEP: This is based on your knowledge of WHO will make the decision and WHEN. Verify this information then ask to telephone the caller a few hours or a day prior (set a date and time) to the meeting to see if anything needs to be clarified.

Date & Time of your follow up call: CLOSE CLEARLY USING CALLER’S NAME: Be sure to thank the caller for calling.

Agreement Prepared and Emailed: Agreement Prepared and Mailed via Day Timer and/or File Traced for “Next Step” Enclosures