HOSPITALITY SALES MANAGEMENT

HA - 400

ROLE-PLAY ASSIGNMENTS, TIMELINE, VIDEO INSTRUCTIONS, & GRADING POINT MATRIX

YOU HAVE ARRIVED AT THE CALENDAR FOR ALL ROLE-PLAY ASSIGNMENTS

Refer to the "Matrix" below for all Role-Play "Preparation Work" HOMEWORK

NOTE: At the Bottom of this page are DETAILED instructions for VIDEO - ROLE-PLAY IVc

I. “KEY” TO ASSIGNMENTS IN THE MATRIX BELOW

A. Homework

Homework is made-up of points allocated for both

1. Synthesis Questions (“S”) Click here for full list of Questions (Also found in each "topic" assignment)

2. Preparation Work (“PW”) (See Assignments below)

B. “Live” Role-Plays or Discussions

Participation is signified by a “P.” This refers to participation during Actual Role-Plays: Web-Class—groups interacting on the Web at the VCC & “Chat Site.” Traditional-Class—groups interacting during class time.

II. THE ROLE-PLAY ASSIGNMENT, TIMELINE, AND GRADING MATRIX FOLLOWS:

NOTE: All of your reading assignments for the role-plays, instructions, and "forms" are found at the "ROLE-PLAY SITE MAP" or reached from

the "CLASS SITE MAP"

ROLE-PLAY

Points

WRITTEN (TYPED) HOMEWORK

HOMEWORK: Consists of Synthesis Questions and Preparation for Actual Role-Play).

Synthesis Question: In Web Activities and Volume I Course Packet or Online (Text Reading).

Preparation Work Refer to Text Course Pack or Online Text, Do the Following and Submit to Professor.

IN-CLASS

OR

ONLINE

Instructions.

DUE:

TRADITIONAL

Thurs.Class

(generally)

WEB

Friday 5PM

(always)

Ia

S-10

PW-10

P= 20

(See ROLE-PLAY SITE MAP)

1. Read the "role-play description" which indicateds your appointment as first a “Sales Trainee” and the duties you will later assume as you are promoted to a “full-fledged” Account Executive.

2. List ALL “Features” (products/services offered) for the Hyatt Regency Phoenix .

3. Select “features” from the above list that would apply to a Meeting Planner. For each of these “translate” the features into benefits (Use Ia "form" found at role-play site map).

Discuss all homework in class or on VCC or ”Chat”as assigned in each "topic."

Homework will be handed-in to professor at end of class in-class or Web Class, as attachment on e-mail.

Week 7

Ib

1. Using meeting need data (4 items), for prospect Toni Bush, prepare a Strategic Planning Form (See ROLE-PLAY SITE MAP)

1. Using Toni Bush’s 4 needs and the hotel’s product information, prepare a Sales Proposal..

2. Prepare a Sales Proposal Cover“transmittal” letter to accompany the Sales Proposal to Toni Bush

NOTE: These forms are not "interactive" and capable of directly being sent over e-mail. See instructions at top of form.

Discuss all homework in class or on VCC or ”Chat”as assigned in each "topic."

Homework will be handed-in to professor at end of class in-class or Web Class, as attachment on e-mail.

Week 8

ROLEPLAY

WRITTEN (TYPED)HOMEWORK

IN-CLASS

DUE

II

S-10

PW-10

P= 20

(See ROLE-PLAY SITE MAP)

1. Describe the Five-Step Sales Cycle . (a) Name and briefly describe each. (b) Comment on this being a “Multi-Call” (sales-call) model. Could it be used in a “Single-Call?” (c) What is the significance of building relationships before initiating the second contact (Need Discovery) with your potential customer?

2. Describe the "flow" of the Relationship Building" interview. What are the main Steps and Objectives of each?

(See "Evaluator's Form)"

3. Outline five (5) personal (relationship items) already known before going to interview Erin.

Discuss all homework in class or on VCC or ”Chat”as assigned in each "topic."

NOTE: Role-Play – First “live” Role-Play in "small groups."

(see instructions)

Homework will be handed in to professor in-class or Web Class, as attachment on e-mail.

Week 9

III

S-10

PW-10

P= 20

(See ROLE-PLAY SITE MAP)

1. Describe the "flow" of the Need Discovery interview . What are the main Steps and Objectives of each?

(See "Evaluator's Form)"

2. List Erin Adkin’s 6 buying conditions (buying needs). Make sure that you list “price” or budget as number 6 (last on your list). Note that during the presentation phase, you will address each of these needs, “one-by-one.” Always, if possible, address “price” last since it will usually be resisted (an objection)

Discuss all homework in class or on VCC or ”Chat”as assigned in each "topic."

NOTE: Role-Play – Second “live” Role-Play in "small groups."

(see instructions)

Homework will be handed-in to professor at end of class in-class or Web Class, as attachment on e-mail.

Week

ROLE

PLAY

WRITTEN (TYPED)HOMEWORK

IN-CLASS

DUE

IV a

S-10

PW-10

P= 20

(See ROLE-PLAY SITE MAP)

1. From Role-Play II, list “relationship” areas (5) that you know about Erin Adkins.

2. From Role-Play III, list Erin Adkin’s buying needs.

3. Describe the "flow" of the Presentation interview . What are the main Steps and Objectives of each?

(See "Evaluator's Form)"

4. Complete the Stategic Sales Planning form for this Role-Play

Discuss all homework in class or on VCC or ”Chat”as assigned in each "topic."

NOTE: Role-Play –Third “live” Role-Play in "small groups."

(see instructions)

Homework will be handed-in to professor at end of class in-class or Web Class, as attachment on e-mail.

Week

IV b

S-10

PW-10

P= 20

(See ROLE-PLAY SITE MAP)

1. List and describe: (a) 5 types of customer resistence/objections and (b) 7 types of methods to meet these along with an example of each.(See ONLINE Text).

2. Describe the "flow" of the Presentation interview . What are the main Steps and Objectives of each? NOTE: You can use IVa's previous work but ADD the new part where "objections" are encountered.

(See "Evaluator's Form)"

3. Complete Strategic Sales Planning form, “Anticipating and Negotiating Sales Resistance”that accompanies this Role-Play.

Discuss all homework in class or on VCC or ”Chat”as assigned in each "topic."

NOTE: Role-Play – Fourth “live” Role-Play in "small groups."

(see instructions)

Homework will be handed-in to professor at end of class in-class or Web Class, as attachment on e-mail.

Week 12

Tuesday

ROLE

PLAY

WRITTEN (TYPED)HOMEWORK

IN-CLASS

DUE

IV c

Script

= 30 Pts.

Video= 70 Pts

“P” =

10 Pts.

(See ROLE-PLAY SITE MAP)

No Synthesis Question Needed for Homework

Script for Video

Prepare a "script" that will be used with your video. Your group can use the same script.

This script will parallel the "model script for IVc (in structure), but it must be different.

It's time for you to put this in your own words.

Preparation Work (As Normal)

1. List and describe 7 closing techniques.

2. Prepare Strategic Sales Planning form, “Closing and Confirming the Sale" that accompanies this Role-Play.

3. Prepare a Sales Letter, thanking Erin Adkins for her business. This is minimal “follow-up” after the sale. Use the same "stationary" that you used in Role-Play Ib.

Discuss all homework in class or VCC as assigned in each "topic."

CAPSTONE Role-Play – Get Ready for Video Role-Play

(See instructions below for Video)

No in-class or VCC/CHAT Role-Play--All on Video.

Homework turned-in to professor in-class or Web Class, as attachment on e-mail.

Week 13

Thursday

Home-

Work &

Script

Video-

Tape

REFER TO THE FOLLOWING SPECIFICATIONS FOR "VIDEO."

VIDEO PROJECT

SPECIFICATION & EVALUATION FORM: ROLE-PLAY IV C

(Turn-in your "personalized" {team} Role-play Script with your VHS Video-tape)

Video Script (Rewrite "Model Script" IVc in your own words) (30 Points) & Homework IV c "PW"(10 Points)

Video Tape (70 Points):

SCRIPT PREPARATION GRADING COMPONENT (Worth 30 Points):

NOTE: Each Small-Team may use the same "individualized"

"Model-Script" for Role-Play IV c. Also, the professor is only interested in seeing each student as a "salesperson."

No evaluator is needed on the video-tape. Of course, the customer must be evident so the salesperson has someone to talk to.

Possible

Points

Actual

Points

1.0 PRESENTATION CONTENT:

FROM "PERSONALIZED" SCRIPT PREPARATION

1.1 Presentation Flow and Structure (All parts of Presentation/Demonstration are covered—Warm-up to Closing).

1.2 Negotiating Resistence ( 3 objections must be used: Source, Time, Price -- Feel, Felt, Found format to answer)

1. Validate. Reflective listening

2. Technique (choose from 7 possibile or combination)

3. Trial Close after each objection (will generate new concerns/objections or allow you to continue “matching needs with benefits).

1.3 Obtain Commitment (Ask for order after you are sure that the buyer is ready)

1. Listen for final “Buying Signal” which you should expect after “matching ALL needs with benefits and answering ALL objections—if not given, ask, “how does this sound?”

2. Summarize Benefits as a “transition” to a direct closing method or way of asking for the order.

3. Final closing question. Ask for the order (directly or use of various methods).

4. Handle “closing” objections similarly to 1.2 if customer does not affirmatively agree with you.

VIDEO-TAPE GRADING COMPONENT (Worth 70 Points of Video Taped Role-Play):

2.0 *PRESENTATION STYLE* 2.1 Attitude (Enthusiastic, customer oriented—win/win, and adopting a “consultant” or “doctor’s” stance.	15
2.2 Knowledge Demonstrated 1. Of Presentation format flow (cover all parts) 2. Proper use of “buyer resistance techniques) 3. Role-Play flows “seamlessly” with all parties showing that they are very familiar with proper steps, format, techniques, etc.	20
2.3 Questioning Skills 1. Salesperson’s Understanding of Customer ( Probes to ensure understanding and clarity of customers position or concerns). 2. Customer’s understanding of product solutions offered (Use of Confirmation questions to ensure that customer is in agreement and/or fully understands what salesperson is offering).	20
2.4 Control of Sales Presentation Flow/Format 4. Salesperson keeps presentation flowing through the format (allows diversions but always brings conversation back on track)	15
3.0 TOTAL POINTS	100