"The SalesBible" by Jeffrey Gitomer. The Ultimate Sales

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Recommended
Reading
"The Sales Bible" by Jeffrey Gitomer. The Ultimate Sales Resource
"Little Red Book of Selling" by Jeffrey Gitomer. The Sale Defined by the Customer
"New Sales Speak": by Terri L. Sjodin. The 9 Biggest Sales Presentation Mistakes
and How to Avoid Them
*Dig Your Well Before You Get Thirstv": by Harvey MacKay
"Beware the Naked Man Who Offers You His Shirt" by Harvey MacKay
"Lead, Follow, or Get Out of the WaylJ: by Jim Lundy
"Caffeine Jolt", a Daly email from Jeffrey Gitomer. Great Selling Tips
"Convention Liaison Council Glossary" A Collection of Meeting Industry Terms
"Dig Your Well Before You Get Thirsty" Always have prospects to call on
5 Customers You Should Fire
1. Share in the Risk Booking-People
who have no idea of what
they are doing but expect you to share in the cause
Example: First time booking, booking to many rooms, larger
numbers in catering, etc, then not willing to pick up the loss. Not
willing to listen to Salesperson guidance and expertise
2. Fear Factor Booking-Expects 100% perfect. Usesfear to create
the position that if it does not go well, no more business for your
property, etc
3. The Check in the Mail Client-Some
clients feel that we are their
bank, ignoring initial deposits, payment schedules, so if a client
starts abusing the financial aspect. It's time for a "Corne to Jesus
Meeting"
4. The Expletive-deleted client-the customer who has a foul mouth
and seems to think it will get him what he wants.
5. The "I always win, you always lose" client-The client who points
fingers when things do not go his way, but if all is good, gives no
credit accordingly. If all go wells, she/he accepts the glory with no
acclamations for others.
Sometimes it is okay to "fire" a client.
Communication
**Telephone Calls, Personal Computers, I Pads, I phone, client meetings,
Twitter, Facebook, Linked In, Receptionist notes, etc, we all get bogged
down with communication, and being in sales, we don't want to miss a call.
**How do YOU Communicate-Track Clients
Laptop, Notebook, I phone, Business Card File, Day-Timer, Yellow Pad,
Index Cards, Scraps of paper, Invite for Sites/Meals, Tickets to Local
Area Events
**Focus on the Communicator, Write the communication down, and
~
Repeat it back
**Immediate
response. Now, Not Tomorrow, Benchmark 24 hour return
**Do what you say you will do and follow up immediately
**Deliver what you promise before, during and after the sale
**Be careful of using phrases such as:
"We can't do that", that won't work at this property"
**Body Language, Dress, Attitude-all
Offer a suggestion
effect communication
**HOWEVER YOU COMMUNICATE-YOU CANNOT AFFORDTO ALIENATEANYONE
Hotel Site Visits (from the Hotel Perspective)
**Prior to arrival of the guest, learn as much as you can about the client, their
background, the purpose of the meeting, etc.
**Will their meeting be a General Session? Will they need Breakout Rooms, and
if so, can the General Session room be used for B/O Rooms, if walls are pulled.
**Meals, On Own, Private, Will they have speakers, etc. Having come from a
conference center background, I am used to having groups have their meals in the
hotel dining areas. Saves valuable meeting space, and still gives the F & B
numbers that hotels must have .
. **Find out from client-what will their program require-will
they be having
praise and worship? Drums? A Choir? Will they risers? Will they need space up
~
front for an alter call? For anointing service? Do they need chairs on the stage?
Protocol in some groups is very important.
**One battle in the F & B area is that often the salesperson is required to
produce
X"
II
amount of F & B and by putting them in the dining room, the
salesperson will not get that credit. Why? It is F & B coming into the hotel and
the space being saved might be used by another group (catering). Work together
for the client, not hotel departments needs
**Be specific about number of guestrooms you can commit to! Will you add
additional rooms, subject to availability, at the group rate? If you need overflow,
where will they go? And at the group rate? Will you transport them and bring
them back?
**Food and Beverage Outlets-on property, nearby?
**Shopping? Area shops and food venues? Workshop Room, Pools, (is there a
lifeguard on duty)
**Activities on site, Nearby, etc. Golf, Tennis, Basketball, Pool Tables, HikingWalking Trails, etc
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Hotel Salesperson
**Do not go lion and on" about the hotel. Keep the conversation rolling and stay
on track about the tour
**Be concise, give plenty of time for question and answers throughout the tour
**Be prepared with options and/or alternatives if the client request is something
out of the ordinary
. **Do not confuse the client with "hotel lingo"
*~Try to introduce the client to other key personnel! The conference planning
manager, Food and Beverage personnel, Director of Sales, even the GM
**Do not rush the site visit. When appointment is made, let the client know you
will need about an hour for the tour plus question and answer time. If you are
entertaining the client for a meal, allow about an hour for that session.
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ATTRITION
If Attrition is not mentioned in the contract, the group may not be
liable for any attrition at end of conference. Example-A major hotel
and Women's International Bowling---4375 Room Nights blocked,
picked up half. The hotel billed attrition, but there was no mention of
attrition in the contract. Courts upheld that no payment needed as
attrition was not in the contract. (Check your State/Local Laws, as this
may vary from state to state.
Salespersons normally get paid commission based on guaranteed
.portion of the room block. Example, 100 room nights with80% Attrition,
they get paid on 80 room nights. Be careful about pushing high
numbers.
At end of conference, be sure to get any statements in writing about
attrition. Example: Hotel says don't worry about the room block. No
problem. Get it in writing, as statute of limitations is 4 years.
Circumventing Room Block-Some clients are willing to pay for meeting
room rental and F & B and no worry about room block. Let guests fend
for themselves.
Mitigation or Resell of Room Block-Credit for resold sleeping rooms-Client may ask for statement in the contract. Again, varies from state
to state, by law
Attrition Damages should be billed at end of conference on a separate
invoice, giving 30 days for the client and hotel to review the room
block. Reason is that often attrition is disputed and by using a separate
invoice, allows the Master Account to be paid accordingly.
If a contract includes an attrition provision, it should contain language
protecting the group. First, the group should be able on a designated
date to be able to reduce their room block. The contract should
provide that the block be credited for all rooms occupied by the group
regardless of the booking were made or whether the guest paid the
group rate.
Acts of God-Force Majeure
Food and Beverage Minimum Attrition should be stated in separate
terms from the room block attrition.
Meeting Room Rental and Attrition-If the client and the hotel agree on
IIX" amount of meeting space complimentary, then payment for
meeting space is need, the contract should state that such. Example:
100 room nights or more-Complimentary Meeting Space. 80-99 Room
nights, x amount of $, etc.
If the group requests, insists, of more meeting space then would be
customary for room block size, group size, etc, the group must be
willing to pay accordingly.
**What I did when in sales, if there would be a charge on the meeting
space, that cost was about $5.00 per person inclusive. Sounds better
then $500.00* *