Race Day

J.Ford July'01

By the end of today you will be able to:

Explain how to follow the key standards for your conference product and state the minimum standards of sister products.Explain how to respond to client needs, make them buy & close the sale.Describe how to refer business and why this is so important to BHR.

Know your CourseStarting GridRoute PlannerFormula OnePole PositionCheck the OilTime TrialWinner Podium

1.Know your course

To be able to answer a number of questions on your product & standards

To explain the minimum standards for the conference products for other brands within the BHR group1.Know your courseObjectives:

In your group prepare a 5 minute presentation on the minimum standards for your conference brand.

You have 20 minutes.

2. Starting Grid

To understand the importance of efficient & professional telephone greetingsTo be able to follow 6 basic steps to ensure a powerful greetingTo recognise the key content of a sound voice mail message2. Starting GridObjectives:

Good morningConference NetworkThis is Jane speakingHow can I help you?

SMILE!

3.Route Planner

To identify the customers using yours & others hotel conference facilities & consider their needs & expectationsTo explain the key information required from the enquiry stage and be able to categorise this information into 6 key areasTo define Features & Benefits of a product & when to sell each one3. Starting GridObjectives:

General Client InformationEvent RequirementsAccommodation Requirement Food & Beverage RequirementFinancial DetailsDecision Making Process

Open Ended QuestionsI keep six honest serving men they taught me all I knewtheir names are.What, Why & WhenHow, Where & Who

.Rudyard Kipling

CanDoesCouldMayShouldWould

WillDidDoAreShallIs

Important ConsiderationsPeople buy things for the benefits they bringBenefits are not always physical they may be psychologicalBenefits are only determined by the needs and wants of the customerWhat people want depends on their personal preference and practical considerations

Indisputable Fact

Something that has actual existence

to be usefulto gain froman advantageto profit from

Which MeansThatYou...That EnablesYouTo...WillAllowYouTo...

4. Closing the sale

To understand why Closing the Sale is such a significant part of the sales processExplain and demonstrate 4 common sales techniques for closing the sale4. Closing the SaleObjectives:

Do Nothing

Ask for the Sale

Assume you have the Sale

The DirectThe SummaryThe AlternativeThe Urgency

5. Formula One

To understand when & how we can make alternatives to customers and what suggestions can be madeExplain exactly how referral forms work & how you can build more business from existing customersDefine how we use sales leads to maximise business opportunities5. Formula OneObjectives:

When we can offer alternatives & What alternatives we can offer.

Group One - In your HotelGroup Two - Within the CompanyYou have 10 min.

6. Pole Position

Explain the differences between good & bad letters following an enquiryUnderstand the standards to follow up letters and be aware of the collateral available for you to utiliseTo demonstrate good practice when chasing & following up enquiries 6. Pole PositionObjectives:

Guidelines for Letters & ProposalsKeep it shortKeep paragraphs shortKeep sentences shortAlways use You & YourHighlight understanding of customer NeedsAvoid unnecessary wordsAvoid hotel industry jargonAlways try to add Good NewsAlways end a letter in control - I will call you...

7. Check the Oil

To demonstrate an understanding of the key sales techniques that can be used from Start to FinishTo consolidate and apply the new standards and skills that you have obtained through the course7. Check the OilObjectives:

Group Activity:In teams, prepare the scenarios & create a role play of how you would deal effectively with each one

Consider how you will handle the call following each stage from the course1/2 observers to score the role playPresent your role play back to the group

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