start to finish notes

KEY CONTENT

KEY CONTENTCONTENT DESCRIPTIONSUPPORT

TITLE

INTEREST

OBJECTIVES

RANGE

NEED

KNOW YOUR COURSE

Q. Change according to quizGreat because to start off today you will have a chance to take part in our own quiz.

Before we do that, lets look at our objectives for this session..

By the end of this session you will be able to:

1. Answer a number of questions on your product & standards

2. Explain the minimum standards for the Conference Products of other brands with the SCH group.

During this session you will take part in a quiz, answering questions on products and standards. You will also be preparing a presentation with colleagues from the same brand on the minimum standards of your conference product. The session should last 1hr 15 min.

Q. Why do you think that you need to know your product in detail?

(ACCEPT ANSWERS)

Reinforce : you can then manage customer needs to sell exactly what you have that fits their requirements

Q. Why do you think that you need to know about the other brands within the group and what they have to offer?

(ACCEPT ANSWERS)

Reinforce: you can then recommend alternatives & refer businessOHP

OHP


1. QUIZ / CLUEDO?GROUP ACTIVITY: The questions are conference based and a mix of brands and regions. The purpose is to test their product knowledge.

Divide the group into 2/3 teams with 3-4 delegates per team.

(NB: Ensure the teams are a mix of brands)

Run the Quiz

The winning team will be awarded in the Winners Podium at the end of day

(30 min)QUESTIONS / QUIZ MATERIALS

2. MINIMUM STANDARDSAs we have said, there are many tangible benefits from knowing your conference brand and that of the other hotels. Lets find out some of that info

(GROUP ACTIVITY)

Divide the group into sub-groups of the same brand i.e. Conference Network, Meeting Success & The Meeting Place.

The groups have 20 minutes to prepare a 5 minute presentation on their conference brand and the minimum standards. (i.e. those defined in the standards manuals & collateral)

The purpose of the presentation is to ensure that the group/s from the other brands gain information about the minimum brand standards for each conference brand.

(Coach & assist the group.but dont do it for them, ask them open questions to get them thinking of the answers)

Get each group to present & encourage further questions at the end.

(35 min)OHP

SUPPLIES OF FLIPCHART PAPER, PENS, ACETATES ETC.

CONSOLIDATION

Ask the following questions around the group to test understanding:

1. Why is it essential to understand and know your hotel conference product in detail?

2. Why do you also need to know about the other conference brands with Six Continents Hotels?

3. Why are there minimum standards defined for each conference brand?

4. What are two minimum standards for Conference Network?

5. What are two minimum standards for Meeting Success?

6. What are two minimum standards for The Meeting Place?

Praise group.


TITLE

INTEREST

NEED

RANGE

OBJECTIVESSTARTING GRID

Q. Has anyone tried calling somewhere, perhaps to book something , and the phone has rung for ages and then you have been transferred from person to person.?

Q. And how did this make you feel?

In your role as Conference Co-ordinator, whereby a majority of booking are made over the telephone, it is essential that you recognise the importance of answering the telephone to ensure a powerful greeting. This will put you on the right track to making a sale!

In this session we will be listening to telephone greetings and evaluating them in the group. There will be a group discussion and I will give you a handout at the end. This session will last 30 min.


1. Understand the importance of efficient and professional telephone greetings

2. Follow six basic steps to ensure a powerful greeting

3. Recognise the key content of a sound voice mail message

OHP

OHP


1. TELEPHONE GREETINGS

EXERCISE

GROUP DISCUSSION

GROUP DISCUSSIONQ. What is the first step in the process when selling over the telephone?

A. The greeting. It is essential that we ensure that our greeting is positive, friendly, welcoming and helpful. Remember! The greeting is the first point of contact.

Handout the POWER OF THE GREETING evaluation sheet.

Play each recorded greeting one at a time

Ask delegates to evaluate each one as they play

There are 4 calls:

1. The phone rings for ever

2. The call is put through to voice mail

3. The call is diverted back to voice mail

4. The call is answered well

Discuss each call with group - what worked well & what didnt. (10mins)

Q. What do you think a greeting should include?

A. See OHP or Flipchart with answer written up. Get delegate ideas on the flipchart before confirming standard.

Discuss the above. Key points to bring out:

Smile

Answer the phone within 3 rings

Apologise if it takes longer to answer

Use a warm, friendly tone of voice

Ask for the callers name

Use it! (20 min)

TAPE OF RECORDED CALLS / EVALUATION SHEET HANDOUT

OHP or FLIPCHART WITH STANDARD

Handout

2. VOICE MAIL SCRIPTSQ. Why is it so important to carefully consider the content and tone of your voice mail message?

A. You need to follow the basic principles that we just discussed about the power of a greeting and be able to convey the same message i.e. friendly & helpful. Also remember professionalism etc

(10 min)

Ask the group if they have any questions on what has been discussed.

Handout voice mail scripts

+ the sales conversation

CONSOLIDATION


1. What is the first stage in the process of dealing with a telephone enquiry?

2. Why is this step so important in the process?

3. What do you think a greeting should include?

4. Why is it necessary to always try and answer the telephone within 3 rings?

5. Why should you always apologies if it rings longer?

6. Why is it essential to have a well prepared voice mail message?

7. What should a good voice message include?

Praise group.


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OBJECTIVES

RANGEROUTE PLANNER

Think about the last time you decided that you needed to buy a pair of shoes.

Q. What influenced you decision to buy that pair?

Q. What factors are more important to you when considering buying

something?

A. Accept comments from the group. Summarise that even within this small group, there are a variety of different requirements at different times, even when considering what shoes to buy!

You will be selling your conference facilities to a diverse group of customers, each wanting different things from you. By knowing about the type of customers you have and how to find out their needs & expectations, you will be better equip to make the sale!

Therefore, by the end of this session you will be able to:

1. Identify the customers using yours and others hotel conference facilities and consider their variety of needs and expectations.

2. Explain the key information required from the enquiry stage and be able to categorise this information into 6 key areas.

3. Understand and demonstrate the principles of effective question wording

4. Define the features and benefits of a product or service and when to sell each one.

During this session you will be taking part in several group exercises and there will be a handout at the end. The session will last 1hr 45 min.OHP


1. WHO USES YOUR HOTEL?

- Individual ActivityQ. Who uses your hotels conference facilities? (i.e. what type of customer)

A. Accept various answers

Q. Do they all want the same from you?

A. NO!

OK..lets take a closer look at the different types of people that use our hotels .

Handout the Who uses your hotel sheet

Ask delegates to write down the different needs and expectations of the different customers using their hotel. (5-10 min)

Discuss the responses around the group and conclude that we always need to respond to individual and different needs. Not everyone will want the same!

(Total time = 20 min)

Optional: FLIPCHART

Who uses your hotel exercise sheet.

2. KEY INFORMATION AT ENQUIRY STAGE

Group ActivityQ. What KEY information is necessary for you to get from an initial enquiry?

As delegates give you suggestions & input, write them on the flipchart and ensure that all areas of the pre & post sales information is covered if possible

A. 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 to attend event

Accommodation Requirements Equipment Requirements

Decision Process Date of Decision

Alternatives being considered Special Requests

Have they been to hotel before

(5 min)

Once delegates have exhausted their ideas, provide them with the key information at enquiry stage handout to complete & add to.

(5 min)

Advise delegates that the best sales aid to ensure that all necessary information is obtained is one that they develop, design & adapt themselves.

They now have all the information they need in order to effectively process an enquiry call and prioritise the information. The capture of information will flow as the sales conversation progresses.

Q. What 6 key areas does this information fall into? (Categories of information)

A. 1. GENERAL CLIENT INFORMATION

2. EVENT REQUIREMENTS

3. ACCOMMODATION REQUIREMENT

4. FOOD & BEVERAGE REQUIREMENT

5. FINANCIAL DETAILS

6. DECISION MAKING PROCESS

Ask delegates to design their own or review their own customer enquiry sheet using the handout as a guide.

(5 min)

Work your way around the group during the exercise to offer support etc.

(Total 20 min)

FLIPCHART

HANDOUT Key information at enquiry stage

The sales conversation handout.

OHP

Customer Enquiry Sheet

3. QUESTION TECHNIQUE

OPEN QUESTIONS

EXERCISE

QUESTIONS CONT

EXERCISE

We will now move to the next stage in our sales structure which is ASKING QUESTIONS.

The single most common fault with most sales people is that they start to tell the customer about their product before they have a clear understanding of what the customer actually needs or wants. (Refer back to Who uses your hotel & the variety of needs etc)

The ability to fact find via the use of well worded questions will be a crucial skill if you are to be effective and successful in your job.

Q. Why do you think it is better to ask the customers questions first?

A. By asking questions we can understand and ascertain a customers needs &

wants more effectively and then be able to match our products and services /

programs to meet their every need & therefore maximise our revenue.

Q. What type of questions generally solicit a response that provides information?

A. Open ended questions.

Open ended questions generally get the customer to talk more and therefore give us a lot more information. Good sales people generally do very little talking and a great deal of listening, hence the adage Dont tell Ask

Q. What words do we associate with open ended questions?

A. Who, Why, What, When, Which, Where, How

Summarise by giving a couple of examples to illustrate.

Handout the questioning game

Explain the following process:

Break the delegates into teams of 2. Number them 1 &2.

1. Number 1 has to ask 10 open ended questions on a subject number 2 has chosen

2. Number 1 must not ask questions that can be answered in 1 word (closed questions), especially YES or NO

3. Number 2 must respond quite freely but only to the questions asked

4. Number 2 will also keep score giving a tick for each successful question

5. When number 1 has finished the roles can be reverse with number 2 becoming questioner.

Q. There is another type of question that we use. What are they known as?

A. The other type of questions generally used are referred to as CLOSED questions

Q. What type of response would I usually get from a closed question?

A. A one-word answer, normally YES or NO

Q. Closed questions generally start with a range of words as well. What are they?

A. CAN, DOES, COULD, MAY, SHOULD, WOULD, WILL, DID, DO, ARE, SHALL, IS, WAS.

(Illustrate or get group to illustrate with some examples i.e. Would you like accommodation for your delegates? Can you tell me what your budget is..?)

Q. What is the main difference between the two types of questions that you can ask?

A. Whilst open questions help to gather information, closed questions are usually used to clarify information given or to gain commitment

Q. When would you always ask a closed question?

A. To gain a commitment or after you have asked for the booking.

(i.e. Would you like to book the room?)

Break the delegates into small teams and ask them to write down 10 open ended questions that they may use to establish a customers needs whilst taking a conference reservations call.

Conclude by asking groups to feedback on the questions written.

(10 min)

OHP

Six Honest Men

HANDOUT

The Hot Potato Game

(10 min)

OHP

HANDOUT

Open ended questions exercise

4. FEATURES & BENEFITS

FEATURES

BENEFIT

EXERCISE

LINK PHRASE

EXERCISELet us consider a few points of interest before we start to look at the features and benefits:

People buy things for the benefits they bring

Benefits are not always physical, they may be psychological

Benefits are only determined by the needs and wants of the customer

What people want depends on their personal preference and practical considerations

Q. What do you think is a FEATURE of a product?

A. A FEATURE is an indisputable fact

Q. What example can you give me?

A. The hotel is based at Heathrow

Unfortunately many inexperienced sales people try to sell Features of a product or service. People generally do not but a product or service, they buy what it does for them and therefore essentially buy the benefit.

Q. What is a BENEFIT of a product or service?

A. What is in it for me What a product or service does for the customer

Q. If you looked up the word BENEFIT in the dictionary what would it say?

A. to be useful, to gain from, an advantage, to profit from

Selling, using benefits, adds a great deal of value to every call and certainly makes the sales process easier and more successful.

1. Break the delegates into small teams

2. Handout the Feature & Benefit exercise

3. Ask each team to write down a number of features that relate to their hotel & the city is located in. (5 min)

4. When completed ask them to write down the associated benefits that a customer may receive from the features that they have listed. Target delegates to use the standards. (5 min)

Summarise: Understanding the difference between features & benefits is very important, however, if we do not have the ability to tie the benefit & feature together in a way that flows and adds impact, you will not achieve the successful result required.

Q. How do you think we can link features and benefits?

A. By using a link phrase which joins them together

Q. What examples can you give of a link phrase we could use?

A. Which means that you ..

That enables you to ..

Will allow you to ..

Providing you with .

What this will do for you is .

Which means that you will benefit by .

Q. Why is it important to make sure that you use the word you / your when delivering the benefit?

A. By adding you / your into each link the benefit becomes a much stronger psychological possession as it is directed at the customer and helps them to focus on their needs & wants.

Now ask delegates to return to their Feature & Benefit exercise and add the link phrases for each example.

(10 min)

Q. What should we always be aware of when using the benefits to sell our products or services?

A. If a stated benefit is not a benefit to the customer they may perceive it as a cost.

(Total time 40 min)

GIVE SESSION HANDOUTS

OHP

OHP

OHP

HANDOUT Features & Benefits exercise

FLIPCHART

Features & Benefits exercise.

HANDOUTS

CONSOLIDATION


1. Why is it important to fully understand the customers that use your hotel conference facilities?

2. What key information must you obtain from the enquiry? (ask around group for examples)

3. Why is it important for you to develop your own sales aid when taking client information?

4. What are the 6 keys areas in which you can group the client information?

5. Why is it important to ask customers questions first during the sakes conversation?

6. Why do we use open questions?

7. What words are used to ask open questions?

8. Why would you use a closed question?

9. Why is it important to know the difference between features & benefits?

10. How can these be used to add value to the sales call?

11. Why do we need to effectively tie features & benefits together?

12. What words could we use to link the two together?

Praise group.


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OBJECTIVES

RANGECLOSING THE SALE

Q. Does everyone remember the first ever sale they made, either in your current job or another job? How did it feel?

Get response from group.

Well, we all feel a great sense of achievement when we close a sale. However, many sales opportunities are often lost at the this stage which can alternatively be very frustrating.

By becoming more confident when the time comes to close the sale and knowing some simple, yet effective, sales techniques, you will hopefully get that feeling of satisfaction more often, which may also lead to greater recognition and personal development, in addition to helping you achieve your budgets!


1. Understand why closing the sale is such a significant part of the sales process

2. Explain and demonstrate 4 common sales techniques for closing the sale

During this session you there will be some group discussion and have the opportunity to think of some ideas of how to close the sale in different situations. The session will last 35 min)OHP

OHP


1. CLOSING THE SALE

EXERCISE

There is often a certain fear about closing a sale. It is the moment when you have led, influenced, given all relevant information an now how to ask for the business.

Some people find this the hardest part of the job for fear of feeling too pushy or by feeling too embarrassed to ask for the business. Some people love it! Whatever you feel, I can guarantee you will definitely close more business if you ask for it than if you dont.

Q. What does the term Closing mean to you?

A. Asking for the business to hopefully get a YES answer.

Q. Why is this such an important part of the sale?

A. To maximise revenue from successfully making a booking at every opportunity

Q. Why do some people get nervous when closing a sale?

A. Because it can sometimes feel pushy

Q. Why should it not feel pushy?

A. Because they called us!

Q. Why do customers call us?

A. Because they have an interest and a need. They have made the first step in looking to buy a product or service.

Q. If they have an interest and a need that we may be able to fulfil, it is our right to ask for the business isnt it?

A. Yes!

Sometimes we have to be assertive to close the sale. Never be afraid to ask for the business, they called you remember! It is the culmination of a natural process:

They had an interest, they called you for information, you gave them the right information that they required to make a decision and it is now your right to know what the decision is.

Q. What are the 3 things that you can do when getting to the end of the sales process, what are they?

A. Do nothing Ask for the sale Assume you have the saleEffective professional people are always looking for new ways to close or ask for the sale, and as a result there are hundreds. However, one of the most effective ways is to assume you have the sale after all they called you.

When using an assumptive close we have to ask an additional question which prompts additional information that leads the sale.

Q. Can you think of an example of an assumptive close?

A. How would you like to pay for this booking? or I can book that date for you now

The 4 most common sales closing techniques

NB: Ask the group to call out an example of each close as you reveal OHP

1. The direct Ask for the booking

2. The summary Read back the details & then ask

3. The alternative Offer alternatives

4. The urgency only two rooms left & then ask(20 min)

Handout the Closing Exercise sheet.

Break the delegates into small groups

Ask each group to write a number of examples of each type of close.

Ask groups to present the examples that they have written.

OHP

Closing the sale handout exercise sheet

2. SUMMARISING THE CALL

Dont forget that once you have successfully managed to close the sale you will also need to summarise the information.

Q. Why do you need to summarise the call and check the information you have

received?

A. Because you need to check for accuracy and check that the clients understanding of your discussion is the same as yours.

It is important to understand that highlighting possible mistakes made during the enquiry stage will prevent further mistakes and disappointment to the customer later in the booking stage. We will then be able to offer a consistently professional service from start to finish!

And always remember finish with a SMILE!

EXERCISE

Handout to group summarising the call sheet

Review answers around the group.

(10 min)

(total time 40 min)

Ask the group if they have any further questions

Handout summarising the call sheet

Session handout

CONSOLIDATION


1. What do we mean by the term closing the sale?

2. Why is closing such an important stage in the sale?

3. Why do many sales people often feel nervous about closing the sale?

4. Why shouldnt we be afraid of this stage in the sale?

5. What is the most effective way of closing the sale?

6. Why is this usually so effective?

7. What are the 4 most common sales techniques for closing?

8. What examples can you give for each one?

9. Why is it so important to summarise the call once the sale has been closed?

Praise group.


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OBJECTIVES

RANGEFORMULA ONE

Q. Did you know how much money Six Continents Hotels & Resorts made through hotels sending business to other hotel last year?

A.

Sometimes we arent always able to match the exact requirements of the customers. However, one of the other hotels within the group might, which means that whilst you may not be able to close the sale for your hotel, you may be able to for another.

This ability to be able to refer business and recommend alternatives will increase your effectiveness & profitability within the company, thus increasing your value and recognition. Remember, we keep a league table of the most referrals made!!!

By the end of this course you will be able to:

1. Understand when and how we can make alternatives to customers and what suggestions can be made.

2. Explain exactly how referral forms work and how you can build more business from existing customers.

3. Define how we can use leads to maximise our opportunities for revenue

During this session there will be group exercises and some discussion. You will also have the opportunity to review the revenue league tables for referrals. The session will last approximately 50 min and there will be a handout at the end.

OHP


1. OFFERING ALTERNATIVES

Now that we have looked at how you manage an enquiry, lets look at further business that we might be missing or letting go during an enquiry and how we can maximise on that.

As we have already said, due to the vast nature of our customers needs and expectations, it may not always be possible to meet their initial requirements. However, this doesnt necessarily mean that we cant suggest some alternatives that may in fact be just as appealing to the customer!

In fact, by offering alternatives, we may actually increase guest delight by making better suggestions.we may the experts remember!

GROUP ACTIVITY

Put the delegates into 2 groups

Ask the groups to look at the following scenarios:

1. When can we offer alternatives

2. What can we offer as alternatives

Ask 1 group to look at their hotel

Ask group 2 to look at within the company. (10 min preparation)

Coach the groups to ensure they are clear and specific examples i.e. examples of answers rate, date, room type, location, sister hotel.

Get the groups to write up their answers on a flipchart and present back to the other group on their ideas generated. (5 min)OHP

FLIPCHARTS / PENS

3. REFERRALS

EXERCISE

CURRENT REFERRAL FORMS

LEAGUE TABLE & 3 EXAMPLES

One alternative that we have considered is suggesting another hotel for the conference of function to be held at.

This is more commonly called a REFERRAL as we refer the business to another hotel in the group. The business is therefore not lost, yet retained within our company.

Lets take a closer look at referrals by completing the following exercise:

Ask the delegates to get into pairs

Give out the referrals exercise and ask the pairs to work their way through the questions (10 min)

GROUP DISCUSSION

Discuss the answers given to each question. (5 min)

NB: Talk about the benefits of building more business from existing customers compared to finding new business from new customers. Refer to growing our share it is 6 times more expensive to get new customers / business than it is to keep existing ones.

Discuss how the current referral form works. Give out a copy to each delegate.

Talk through the league tables and the three examples of how much revenue has been generated from referring business.

HANDOUT REFERRALS EXERCISE

REFERRAL FORM HANDOUT

LEAGUE TABLE & 3 EXAMPLES

2. LEADSThere is often much confusion over the term LEADS as it can be seen as very similar to referrals.

Q. Does anyone actually know what a lead is?

Get response from the group.

A lead can be defined as the ability to pick up cues from a number of different sources of information i.e. the enquiry stage, local papers, radio etc for the potential of additional, new or repeat business for either the hotel or the group.

Q. What example can you give me of a lead within your hotel?

A. E.g.: A conference co-ordinator notices that a large company such as Guinness

has booked a couple of conferences within the hotel this month and wonders

why they have started to use the hotel.

NB: In this example, this would be handed over to the Director of Sales within the hotel who would then investigate and research by contacting the business in an attempt to secure future business.

Another example could be that a company is advertising that they are recruiting staff. You could then contact the company to offer a venue for them to hold their interviews. This also could become a regular booking.

Q. Where do you think leads come from?

A. Looking for the clues and listening for any interesting information from a number of sources i.e. newspapers, radio, booking enquiries, function sheets.

NB: Reiterate:

THE KEY IS TO LOOK OUT FOR THE CLUES & KEEP YOUR EYES & EARS OPEN FOR REVENUE OPPORTUNITIES FOR THE HOTEL & COMPANY.

CONSOLIDATION


1. Why might you offer an alternative to a customer when they have already told you what they need / want?

2. What alternatives may you be able to offer a customer?

3. What is a referral?

4. Why does the company benefit from referrals?

5. What is it important to know when making a referral?

6. Why do you use a referral form?

7. What is the difference between a referral and a lead?

8. Why is it always so important to listen when dealing with an enquiry?

Praise the group.


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RANGEPOLE POSITION

Q. How many of you can truthfully say that you send out a follow up letter or send out information to every person who makes an enquiry?

A. Accept answers from the grouptry to promote honesty.

Explain that according to the BDRC report this is one area of weakness whereby there is very little quality follow up on enquiries. As we have said before, this is our first point of contact and crucial if we are to maximise every sales opportunity.

Responsible for conference sales, it is imperative that you follow best practice when following up enquiries to ensure that every sales opportunity is pounced upon. This will directly lead to you having more chance of closing the sale and hence maximising your profitability!


1. Explain the difference between good & bad letters following up on an enquiry.

2. Understand the standards for follow up letters and be aware of the collateral available for you to utilise.

3. To demonstrate good practice when chasing & following up enquiries to maximise sales opportunities.

This session will last around 45 min. There will be a group discussion around different examples of letters and materials. You will receive a handout at the end.OHP


1. GOOD & BAD EXAMPLES OF LETTERS

GROUP DISCUSSION

2. GOOD PRACTICE FOR LETTERS & PROPOSALS

3. CHASE SYSTEMS

An essential part of the sales process is to ensure professional and prompt follow up on any enquiries. This is to maximise our potential for a sale and to ensure that the customer understands that we value their potential business.Trainer: Distribute selection of examples of good & bad letters received from hotels. Pass around the room, allowing time for them to read / study.

Group discussion:

Aid the group discussion by posing the following questions:

1. How many of the hotels actually sent a letter following an enquiry?

2. How do the letters look?

3. How do the envelopes look?

4. What impression do they make?

5. What is included in the packs / envelopes?

6. What is the presentation and layout like?

7. How well written is the letter?

8. How accurate is the letter?

9. How personal is the letter to the enquiry in which was made?

10. What action is stated? Who is going to take it?

Q. Overall, what impression / impact does the letter have?

NB: Try to get the delegates thinking of good & bad practice, working towards a standard that should be adhered to. Highlight those hotels who didnt respond and talk about the impact of this.

Following the discussion, draw up a list on the flipchart of good practice for client letters.

NB: Refer to the defined standards for the different brands.

Summarise discussion with OHP of guidelines for letters and proposals

Keep letters & proposals short

Keep paragraphs & sentences short

Always use you and your whenever possible

Highlight your understanding of the customers needs

Make them easy to read

Avoid the use of unnecessary words

Avoid using hotel industry jargon

Always try to add some good news

Always end the letter in control

Generate group discussion to share good practice around what system delegates use to chase & follow up enquiries.

Initiate discussion by asking the following questions:

Q.1. What process do you use to cash and follow-up enquiries?

11. What chase system do you have in place?

12. What works for you to ensure that the follow up happens?

NB: Highlight brand standards for follow up:

E.G. Conference Network A telephone call within 2 days of initial enquiry

Conclude this discussion by explaining what follow up & standards the delegates will need to set up within their hotel.Selection of good & bad letters from other hotels.

FLIPCHART

HANDOUTS: STANDARD ENQUIRY LETTERS

OHP

Copy of the standards for all three brands in HANDOUTS.

CONSOLIDATION


1. Why is it important to ensure that we follow up an enquiry in writing?

2. What is a standard for each brand to adhere to when following up or chasing an enquiry? (get two or three answers from the group)

3. What is a chase system used for?

4. How can you ensure that the follow up happens?

Praise the group.


TITLE

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OBJECTIVES

RANGECHECK THE OIL

You have learnt many new things today about conference selling techniques, the theory and the standard operating procedures for each brand. Well, now is your chance to put all those new skills into practice!

There are many different scenarios that you will come across during your day to day duties and by practising them to the defined standards you will become more effective and conscious of the techniques you use and the procedures to follow.


1. Demonstrate an understanding of the key sales techniques that can be used from start to finish during different situations.

2. To consolidate and apply the new standards and skills that you have obtained during the course.

This final session will be greatly participative. You will be working in small groups to consider a variety of different situations and how you would handle each one.

We will finish with a group discussion.

The session will last approximately 20 min.OHP


1. SCENARIOS TO CHECK LEARNING

2. DISCUSSION

Let us now consolidate what we have learnt today by working through some different scenarios.

Group Activity:

Break the delegates into small teams and give each one a copy of the scenarios.

Ask them to consider the scenarios and how they would handle the call

They are to base their answers on their experience & learning today.

(20 min to discuss all scenarios)

Wrap up with a main group discussion to ensure that all main learning points are covered:

Greeting

Voice Mail

Client Types

Key Information

Question Technique

Features & Benefits

Close the sale

Summarise the call

Offer alternatives

Referrals & Leads

Chase & follow ups

HANDOUT (Scenarios for learning check)


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Welcome to the course. This evening & tomorrow you will be taking part in the new training course dedicated especially to Conference Sales across all brands within Six Continents Hotels & Resorts.

As Conference Sales Co-ordinators within your hotels you will be playing a proactive role in driving to increase and maximise the profitability of our conference facilities, not only in your own hotel, but in others too.

Tonight you will learn the reasons & need for this course and tomorrow you will learn many ways in which you can directly influence the success of our conference facilities.

This is a fun and very participative course.so learn lots and enjoy the course!

By the end of this course you will be able to:

1. Explain how to follow the key standards for your conference product and state the minimum standards of sister products

2. Explain how to respond to client needs, make them buy and close the sale

3. Describe how to refer business and why this is so important to SCH

Tonight is just going to start with a few presentations and then we will be having dinner in the restaurant, which will give us a chance to introduce ourselves to each other.OHP


1. WELCOME &

INTRODUCTIONS

2. JARGON MONITOR

3. KEYNOTE SPEECH BY SCH REGIONAL SALES DIRECTOR OR REPRESENTATIVE

4. MEET, RELAX & DREAM VIDEO

5. PRESENTATION ON BDRC & SCHER REPORT

6. DRIVE IN & WIN

7. DINNERTrainers to introduce themselves and welcome the delegates to the course.

Each delegate to briefly introduce themselves and say which hotel they have come from.

Before we get startedas we all know, within our hotels and within the brands there is a variety of sales terminology which we may not all be familiar with.

We will therefore assign a Jargon Monitor to write up any jargon & its meaning!!

7.10-7.15PM

Brief speech to welcome delegates onto the course and give their full support.

Play video for delegates.

(10 min)

This presentation will give a more detailed explanation as to why there is a need for such training. It highlights the results from the recent BDRC report & Scher standards.

NB: The emphasis here is on explaining the areas where immediate improvements are required to ensure that SCH raises the standards to feature higher amongst competitors.

(20 min)

Powerpoint presentation on the new SCH promotion (10 min)

Dinner in restaurant : Use a variety of icebreakers to allow group to get to know all.FLIPCHART & PUT UP ON WALL

VIDEO / PLAYER

Powerpoint presentation

Powerpoint presentation


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Q. Has everybody heard of or watched Who wants to be a millionaire??

Well, you are now going to have the chance to feature in our own special edition of the quiz! Perhaps you may not win a million poundshowever, there still is a lot to play for!

This quiz will test your knowledge after todays course so you are confident you know what to do once you get back to the work place!


1. Demonstrate your new found knowledge by effectively answering questions on the Conference Standards and facilities within Six Continents Hotels & Resorts across the brands.

This CD:ROM quiz is almost identical to the TV Quiz so if you have seen it before then you should have no problems!

Faster finger first

Winner goes up to the Hot Seat to answer up to 15 questions

Follow the rules from the CD:ROM

Winner collects prize in Winners Podium

OHP

WWTBAM Powerpoint Quiz

(5 sets of questions)

TRAINER NOTES SESSION 2: STARTING GRID


TRAINER NOTES SESSION 4: CLOSING THE SALE

TRAINER NOTES SESSION 3: ROUTE PLANNER



TRAINER NOTES SESSION 5: FORMULA ONE


TRAINER NOTES SESSION 1: KNOW YOUR COURSE

TRAINER NOTES SESSION 1: KNOW YOUR COURSE


TRAINER NOTES SESSION 2 STARTING GRID

TRAINER NOTES SESSION 3 ROUTE PLANNER














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TRAINER NOTES SESSION 6: POLE POSITION



TRAINER NOTES SESSION 7: CHECK THE OIL

TRAINER NOTES SESSION 7: CHECK THE OIL

TRAINER NOTES PRE-DINNER PRESENTATION

TRAINER NOTES PRE-DINNER PRESENTATION

TRAINER NOTES SESSION 8: TIME TRIAL

start to finish notes

Documents

minimum brand standards

conference brands

product standards

conference network

conference products

hotel conference product

minimum standardsas

sch group