Chapter 5 Telephone Sales

Hospitality Sales and Marketing Fifth Edition (472TXT or 472CIN)

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Competencies for Telephone Sales

1. Describe the basics of effective telephone communication in relation to hospitality marketing and sales. 2. Identify various types of outgoing telephone calls related to the marketing and sales function. 3. Describe the steps involved in making a telephone appointment call, and describe sales calls, promotional calls, service calls, and public relations calls.
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Competencies for Telephone Sales

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4. Identify various types of incoming telephone calls related to the marketing and sales function, and describe how hotels handle them. 5. Describe telephone sales blitzes and telemarketing operations.

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Considerations for Telephone Sales

Telephone etiquette Adequate preparation Adequate time Direct contact Courtesy and respect Brevity Timing
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Telephone Communication Skills

Speaking Tone of voice Pitch Inflection Understandability Enthusiasm
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Listening Limit talking Get involved Ask questions

Types of Outgoing Calls

Type of Call Objective Prospect calls To gather information and learn the names of decision-makers Qualifying calls To find out whether the prospect is qualified to receive an in-person sales call Appointment calls Sales calls Promotional calls Service calls To make an immediate sale To introduce special promotions To develop client satisfaction and loyalty

To ask for an appointment to meet the client

Public relations calls To generate goodwill

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Telephone Appointment Call Steps

Reaching the decision-maker Prepare an opening statement Develop respect and rapport Dont leave a message Opening the call The presentation Overcoming objections Setting the appointment
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Closing Techniques
Asking for a sale Forced-choice questions The pause close Closing on an objection A series-of-minor-agreements close

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Types of Incoming Calls

Reservations Responses to advertising Inquiries

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