Coach:
Jessica thanks for meeting with me. Let’s review your call scores from last month. Well, it looks like you are doing a great job of being friendly and courteous. How about we listen to a call and see how this call matches up with where the call scoring says you need some additional training?
(Need some of Jessica’s calls)
What do you hear in this call that you are happy with?
Jessica:
I asked him to hold a room.
Coach:
What else did you learn about him?
Jessica:
I got his dates and how many people were coming.
Coach:
Great! Let’s talk about what else you heard from him. 1-He wanted to know how far it was from the Mt. That would make me think he wanted to ski. 2- You did get his dates and how many were coming. 3- You heard he wanted a hot tub. 4-You heard that $209.00 was not out of his budget. 5-There were two couples. All great information! What we need to do is to get this same information BEFORE we quote price on any product. This is interactively listening to the caller’s request. As the guest gives you information, you need to ask more questions. This will give you a clear picture of what they are looking for. I would also suggest asking the guests name and using it throughout the call. This will help build your relationship with the potential guest. How could you do this?
Jessica:
I could ask more questions at the beginning of the call.
Coach:
Exactly! Let’s talk about some of the questions you could ask him as part of your “qualifying process”. Do you have some suggestions?
Jessica:
I could ask if they had stayed with us before. If he had not, I could ask if he had been to Bend before and where he stayed. That would give me an idea of what he would want to spend or expect.
Coach:
Great, anything else?
Jessica:
I could ask if they have a budget in mind.
Coach:
Exactly!
Jessica:
Also, because he wanted to know how close we were to the mountain I could have asked him if he was going to ski and was interested in Ski packages.
Coach:
Ok, so if you knew all of the above information BEFORE you quoted any pricing what would you have told him about?
Jessica:
I would have told him about how great the snow has been and that we have some great ski packages. Tell him about how when he stays in our units he can ski for $10.00, which is $46.00 off of the daily lift ticket. Maybe even mention the complimentary après ski party we have on Saturday when the free shuttle brings them back from a day on the slopes!
Coach:
Perfect. Remember, guests are coming to Bend and our resort to vacation not stay in a unit! What else?
Jessica:
I would probably have told him about how wonderful the River Ridge Suites were with their own private hot tub on every deck!
Coach:
That is exactly right! Guests want your opinion. I used to tell people “If River Ridge is anywhere near your budget – Stay there! They are absolutely fantastic. There is not a nicer place to stay in all of Central Oregon, let alone Bend. I would also suggest you create some urgency with him. Something like, “Wow, with all of this snow, our availability is getting limited. Can I book one of these River Ridge Suites for you?”
Jessica:
That sounds so easy.
Coach:
So for the next week I want you to work on the following:
- Ask more questions about their stay. How about you use the Q & A sheet as a guideline?
- Give a personal recommendation based on the information they have given you.
- I just need to slow down and get more information upfront BEFORE you start talking about pricing.
- Create urgency by using phrases such as limited availability.