Hospitality Marketing - Chapter 5

The first thing you must do when making or receiving a sales call is:

• Ask for the sale

• Identify yourself

• Ask to speak with the manager

• Act enthusiastic

Three MAJOR components of basic telephone communication are:

• Etiquette, Communication skills and Listening skills

• Etiquette, Preparation & Timing

• Communication skills, Listening skills and Sales skills

• Courtesy, Tone of voice, and Listening Skills

In terms of timing (for the potential client) and telephone etiquette, it is important to avoid making a sales call when:

• It is the end of the workday

• It is the beginning of the workday on a Monday

• It is Friday afternoon

• It is near lunch time

• All of the above

When answering a call, it is important to not allow the phone to ring more than ______ times.

• 1

• 3

• 5

• 6

In terms of telephone etiquette, when calling a potential client, it is important to: prepare, make direct contact, show courtesy & respect, respect the hours kept by the client and:

• Do all of the talking and don't take no for an answer

• Don't take no for an answer and if needed, ask to speak to a manager

• Keep it brief and avoid multitasking

• None of the above

Inflection means:

• Easily understood

• Limit

• Raising or lowering your voice to emphasize key words

• Slang

A person should check their tone of voice, pitch, inflection, understandability and enthusiasm on the phone frequently to stay on top of their telephone communication skills.

• True

• False

In telephone sales, listening skills are just as important as communication skills.

• True

• False

What is meant by "Get Involved" in terms of listening skills on the telephone?

• Listening to how things are said by your potential client

• Sit upright; be alert

• Empathize with the potential client (understand their feelings)

• All of the above

All are examples of outgoing phone calls except:

• Public Relations

• Promotional

• Sales

• Response to advertising