Three Examples of Negotiating A Customer’s Concern Regarding: Source, Time, and Price

HOSPITALITY SALES MANAGEMENT

HA - 400

ROLE-PLAY COURSE PACK

ROLE-PLAY IVb – PRESENTATION

"Three Examples of Negotiating A Customer’s Concern Regarding: Source, Time, and Price"

1.0 SOURCE answered with INDIRECT DENIAL AND DEMONSTRATION TECHNIQUES

1.1 Prospect, “I’m going to check with the Marriott.”

1.2 Salesperson,

1.21 VALIDATION & INDIRECT DENIAL, “I understand your need to compare and your sense of loyalty to a familiar supplier. You FEEL that obtaining the best price/value is important and that you have been satisfied in the past. IS THIS CORRECT? My customers have often FELT the same way. When they decided to try the Hyatt, they FOUND us to be a superior value for the price and were happy that they tried us and now they had two choices of suppliers.

1.22 DEMONSTRATION, “I know our competition very well and the Marriott is a fine property. Let me show you some price/value comparisons (Show competitive matrix ).”

1.23 TRIAL CLOSE, “How does this sound?” “Can we formalize our agreement to host your meeting by signing this letter of agreement (contract)? NOTE: Your "sales proposal" often converts to a contract, however it probably will need to be revised since the customer will request changes during the sales presentation.

2.0 TIME answered with INDIRECT DENIAL, QUESTION AND

DEMONSTRATION TECHNIQUES

2.1 Prospect, “I’d like to take a day to think over your proposal.”

2.2 Salesperson,

2.21VALIDATION & INDIRECT DENIAL, “I understand your need to give adequate consideration to important decisions. You FEEL that it is important to take additional time to weigh this decision. IS THIS CORRECT? My satisfied customers have always FELT the same way. But sometimes circumstances required that they act quickly and FOUND their action to be a good decision.

2.22 DEMONSTRATION, “We have a situation that requires decisive action. Our space availability is becoming very tight. Let me share with you the current situation (Show pictures of Rooms & actual Function Book ).”

2.23 QUESTION, “Do you feel that the extra days of waiting to make this decision outweighs the benefits that you would receive by meeting at the Hyatt?”

2.24 TRIAL CLOSE, “How does this sound?” “Can we formalize our agreement to host your meeting by signing this understanding document (contract)? NOTE: Your "sales proposal" often converts to a contract, however it probably will need to be revised since the customer will request changes during the sales presentation.

3.0 PRICE answered with INDIRECT DENIAL AND SUPERIOR

BENEFITS TECHNIQUES

3.1 Prospect, “That price is way over my budget.”

3.2 Salesperson,

1.24 VALIDATION & INDIRECT DENIAL, “I understand your need to meet your budget. You FEEL that obtaining the best price for value is important and you FEEL that our proposed budget is a bit higher than yours. IS THIS CORRECT? My customers have sometimes FELT the same way; however their budgets usually were a starting point and a “ballpark figure.” When they saw the excellent price/value offered and decided to use the Hyatt, they FOUND us to be a superior value for the price.

1.25 SUPERIOR BENEFITS, “Let me show you some additional benefits that will increase value receive for the proposed budget. (Use any additional benefits not mentioned earlier---always save your ACE card - unused product benefit for this).”

1.26 TRIAL CLOSE, “How does this sound?” “Can we formalize our agreement to host your meeting by signing this understanding document (contract)? NOTE: Your "sales proposal" often converts to a contract, however it probably will need to be revised since the customer will request changes during the sales presentation.