1. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Selling Hospitality Chapter 9 Phase Two— Investigating Needs

2. Copyright © 2006 Thomson Delmar Learning All Rights Reserved The Buying/Selling Process The Prenegotiation Process Phase 1—Prenegotiation strategy –understanding negotiations –prospecting –precall preparation Phase 2—Negotiation Process Strategy –approaching the buyer (Chapter 8) –investigating needs (Chapter 9) –demonstrating capability (Chapter 10) –negotiating concerns (Chapter 11) –gaining commitment (Chapter 12)

3. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Questions Classified by Purpose Information-gathering questions –specific fact-finding Probing questions –Closed-ended versus open-ended questions –Can you tell me something about previous meetings you have had? Confirmation questions –Is this what you have in mind? Summary confirmation questions –Allow me to summarize what you have told me so far.

4. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Developing Active Listening Skills Encourage talking. Take notes. Paraphrase the customer’s meaning with a confirmation question. Obtain feedback.

5. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Evaluations of Hospitality Sales Skills CriteriaScores Responsiveness and courtesy Qualifying the prospect Presenting the product Handling the competition Revenue maximization Closing effort Written follow-up effort Personal follow-up effort Overall salesmanship

6. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Evaluations of Hospitality Sales Skills CriteriaAverage Scores Responsiveness and courtesy 88% Qualifying the prospect 54% Presenting the product 57% Handling the competition 31% Revenue maximization 52% Closing effort 47% Written follow-up effort 68% Personal follow-up effort 39% Overall salesmanship 58%