Assessment

Item

Excellent

10

Excellent

9

Average

8

Average

7

Poor

6

Did Not Do

0

THE APPROACH

Objective # 1 - Reestablish Relationship

1. Effectively reestablished relationsip (made enthusiastic comments about information from first meeting (Role-Play II).

2. Communicated positive body language(good entrance, carriage, handshake, and seating posture)

3. Communicated positive verbal language (used positive words, showed enthusiasm with well-modulated voice).

4. Used customer's name effectively (used name at least three times).

ACCOMPLISHING CALL OBJECTIVES

Objective # 2 - Obtain Customer Needs

5. Made transition statement to business purpose. Communicated sales call/interview objectives (shared why salesperson was calling)

6. Asked quality information-gathering questions (seemed prepared, questions were general and open-ended).

7. Asked quality probing questions (follow-up questions to clarify and secure all details of the customer's meaning).

8. Verified special customer needs by asking good confirmation question (salesperson wanted to be accurate and correct in interpreting customer needs).

9. Asked permission to and took effective nondistractive notes (was organized and prepared to take notes).

10. Smoothly changes topic to business issues and subtlely comments on Hotel's general feature/benefits.

CLOSE AND FUTURE ACTIONS

Objective # 3 - Set-up "Presentation Appointment"

11. Effectively set up next appointment (requested another meeting to be able to "present" product/service features and benefits that will "solve" customer's meeting needs. Suggested and wrote down date, time, and place.

12. Effectively thanked customer (communicated appreciation, said thank-you, and indicated enthusiam for next meeting).