$$$[]$$$ Sales Inquiry Evaluation - Sample

Location: 1111 - XXXX 91.46%

Survey
Date: January 2, 2018 (75 /
Total:
Time: 9:34 AM 82)

Time of INITIAL call start:

09:34:00

Time of INITIAL call end:

09:40:00

Time of MAIN call start:

09:34:00

Time of MAIN call end:

09:40:00

Executive Summary:

Sonya knowledgeably explained benefits like the complimentary use of their A/V.
She was somewhat hurried but still allowed time for the evaluator to ask questions.
No invitation to tour the venue was extended. The email was written with a
professional yet personal tone. It did not include an action plan for Sonya's follow
up, but the promised collateral materials were attached.

Did you reach the main sales person on your initial call to the restaurant?
Yes

Minimum F&B Expenditure:

$800

Room Capacity Listed:

12

100.00%
Initial Contact: Reservationist/Host
(9 / 9)
 In this section, please detail the interaction in the Narrative box. The client
requests that every question be supported and explained in the Narrative.

Phone is answered within 5 rings. 1/1

Yes

1 ring

Caller is offered assistance with their inquiry right away; not routed to a 7/7
voicemail or told someone would call back. Yes

If placed on hold, caller is asked for permission (e.g. "Can you please
hold?") N/A

If hold time exceeds 90 seconds, caller is offered option to speak with

someone else or continue holding. N/A

If applicable, information is carefully gathered and confirmed back to 1/1

caller. Yes

Narrative

I called (NAME OF LOCATION), on Tuesday, January 2, 2018, just before 9:35

AM EST, by dialling 561-630-4994. The call was answered after one ring by a
female voice with, “Thank you for calling (NAME OF LOCATION). This is
Sonya (name in email) speaking. How may I assist you?”

I asked to speak with a sales manager about booking a private event. Sonya
introduced herself as one of the dining room managers and said she would be
happy to assist me.

93.10%
Telephone Interaction: Event Inquiry (27 /
29)
In this section, please detail the interaction in the Narrative box. The client
requests that every question be supported and explained in the Narrative.
Associate asks for caller’s name. 1/1
Yes

Caller is asked for date and time. 1/1

Yes

Caller is asked if date OR time are flexible (only if date/time given isn't
available or budget is prohibitive). N/A

Caller is asked for number of attendees. 1/1

Yes

Caller is asked type of event (e.g. business, celebration) BEFORE being 1/1
pitched. Yes

Caller is asked for details about the event before pricing and/or 3/3
minimum expenditure is offered. Yes

Associate asked probing questions to better understand caller's 1/1

preferences. Yes

Venue benefits are offered and tailored to client need, based on the 2/2
conversation. Yes

On the initial call, associate gives room availability for the dates given. 3/3
Yes

Caller is asked if they have dined at or are familiar with The Capital 1/1
Grille. Yes

If prompted by caller, associate is able to quote food and beverage 3/3

minimum expenditure. Yes

Associate is able to answer specific questions about venue and services 3/3
when asked. Yes
Associate invites caller to visit the venue. 0/0
No

Associate asks when the decision will be made. 1/1

Yes

Email address is requested to send out information. 2/2

Yes

Input the email address used.

N/A

maria.lingeman@sympatico.ca

Email address is repeated back to ensure accuracy. 0/2

No

Associate proposes action at conclusion of call. 1/1

Yes

Associate informs caller when to expect follow-up. 1/1

Yes

Caller is thanked at end of call. 2/2

Yes
Narrative

Sonya asked for my desired date and whether it was for lunch or dinner. I replied
January 22, 2018, and it would be a dinner. She asked if I had previously dined at
the restaurant. I replied I had not. Sonya asked for my name. I provided my first
and last name. Sonya also asked for a telephone contact number.

Sonya inquired if the dinner was for business or pleasure and I replied business.
She asked for the size of my party. I replied six to seven guests.
Sonya informed me that the restaurant had three different dining rooms. She said
The Board Room would be available on that date with a maximum seating
capacity of 12. She described the room set up as one round table. She stated that
the F&B minimum for that room was $800, not including taxes, gratuities, and the
2% administration fee. Sonya added that the room has full A/V capabilities at no
extra charge.

Sonya offered to email me information about the restaurant. She asked for an
email address. Sonya asked when I would be making my decision. I replied within
24 to 48 hours. She stated that she would get the email out to me within an hour.
Sonya recommended I consider the prix fixe menus so that I would know ahead of
time my total cost. The price points for the prix fixe menus ranged from $65 to
$115. She invited me to ask her any further questions. I asked about parking, and
Sonya replied that the restaurant had complimentary valet parking.

I thanked Sonya and she ended the call with, “If you need anything at all, please
don’t hesitate to reach out and ask for me personally. Again, my name is Sonya
and I’m one of the dining room managers.” I thanked her again. She replied with,
“My pleasure. You have a wonderful day and Happy New Year.”

The call ended at 9:40 AM EST. The email was received at 10:24 AM EST.

Sonya was courteous and upbeat. She seamlessly directed the conversation and
proactively offered information about the restaurant. She asked for my name at the
beginning of the conversation and used it frequently and naturally throughout the
conversation. Her email arrived within an hour as she had proposed.

Sonya came across as somewhat hurried. She did not suggest different ways to
personalize the event such as personalized menus. She did provide me with an
opportunity to ask questions. Sonya did not repeat back my telephone number or
email address for accuracy. She did not extend an invitation for me to visit the
restaurant.

I would feel comfortable contacting Sonya if I had any further questions.

 81.82%
Telephone Interaction: Conversation Impression
(9 / 11)
The client requests that you provide detailed comments for each question in
this section. There is no narrative box for this section.

Associate was unhurried throughout the call. 0/2

No

Comment: Sonya came across as somewhat hurried. She spoke fast and the
conversation was over in six minutes.

Associate guides the call; maintains flow and purpose. 1/1

Yes

Comment: Sonya guided the call with specific questions. She maintained
focused on the conversation.

Caller would feel comfortable calling back to request additional 2/2

information. Yes

Comment: I would feel comfortable calling back.

Associate owns and executes any requests. 3/3

Yes

Comment: Sonya said she would email menus and information about the
restaurant within an hour, which she did.

Associate shows vested interest in earning business/closing the sale. 3/3

Yes

Comment: Sonya showed vested interest by emailing the collateral material

immediately and inviting me to call the restaurant with any further questions.

Telephone Interaction: Return Call (if Sales Person is Unavailable) -

In this section, please detail the interaction in the Narrative box. The client
requests that every question be supported and explained in the Narrative.

Associate reaches out to caller within 60 minutes.

N/A
Associate addresses caller by name.
N/A

Associate confirms all event details discussed on the initial call.

N/A

Associate asked probing questions to better understand caller's

preferences. N/A

Venue benefits are offered and tailored to client need, based on the
conversation. N/A

Associate is able to answer specific questions about venue and services

when asked. N/A

Caller is asked if they have dined at or are familiar with The Capital Grille.
N/A

Associate asks when the decision will be made.

N/A

Associate informs caller when to expect followup.

N/A

If not prompted on initial call, associate asks for email address.

N/A

Comment: Spoke with salesperson

If applicable, email address is repeated back to ensure accuracy.

N/A

Comment: Spoke with salesperson

Input the email address used.

Comment: joesmith@gmail.com
 Caller is thanked at end of call.
N/A

Narrative

89.66%
Email: Follow-up (26 /
29)
The client requests that you provide detailed comments for each question in
this section. There is no narrative box for this section. **PLEASE ALLOW 24
BUSINESS HOURS TO RECEIVE THE EMAIL. If not received within 24 hours,
mark as not received and submit the form.**

Did you receive proposed or requested information after the inquiry call? 3/3

Yes, the same day as inquiry call

Comment: Email arrived 10:24 AM

Associate emailed information from Gather (email address ended 15/15

with @inbound.darden.gatherhere.com) Yes
(15 pts)

Comment: It was received from Gather.

Email is personalized with your name and name of organization/event if 1/1

applicable. Yes

Comment: The email was personalized with my name and event information.

Email references information discussed on the phone (no contradictory 3/3

information.) Yes

Comment: Email references information discussed on the phone. No

discrepancies.

Email proposes future followup/action. 0/2

No

Comment: The email did not propose follow-up action on Sonya's part. I was
tasked with calling again should I wish to continue with the booking.
 Sales associate's contact information is highly visible in the email. 1/1
Yes

Comment: The contact information was clear.

Sales associate's mobile phone number is included in signature. 0/1

No

Email did not include an agreement/contract unless business was 2/2

"earned." Yes

Comment: An agreement was not included.

Email is professionally written and without spelling or grammatical 1/1

errors. Yes

Comment: The email was professionally written with no errors.

Upload emails here. LOAD EMAIL DIRECTLY INTO SYSTEM

100.00%
Collateral
(4 / 4)
The client requests that you provide detailed comments for each question in
this section. There is no narrative box for this section. The client has a new
software, event inquiries are sent through software. All attachments are now
placed in the email as links, not as attachments. Click on the links and
evaluate the collateral.

Collateral material gives you a favorable impression of the venue. 1/1

Yes

Comment: The collateral material gave a favorable impression.

Collateral material includes the information you expected to receive. 2/2

Yes

Comment: Photographs of the three different rooms were provided. I also

received menus and a wine list that varied in price and provided many options.
Collateral material looks professionally created. 1/1
Yes

Comment: The material looked professional created. The photos had good
resolution.
 Please upload collateral here.

a la carte Dinner Menu.pdf

40.42 KB

Private Dining Menus - Winter.pdf

97.28 KB
WineListSept2017.pdf
45.74 KB

Please enter your Paypal email address for payment.

Survey
91.46% (75 / 82)
Total: