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SOP Procedure for Handling Telephone Sales Calls

SOP Number: S&M – 08

Department: Sales and MarketingMarketing

Date Issued: 19-Jun-2017

Time to Train: 30 Minutes

Telephone Sales Calls Standard procedure:

  • This procedure describe how to handle outgoing and incoming calls in a professional manner and also provide a detailed overview on the telephone sales operations.

  • Telephone sales call is a daily activity, sometimes you need some experience to do it, one important thing is keep good relationship with the bookers or clients.

  • All sales associates will conduct planned sales calls daily covering key accounts, key prospects, other active accounts and new prospects.

  • Telephonic sales is one of the most economical ways to find and sell to prospective guests and customers.

  • This method helps the sales managers or sales coordinators to mainly achieve the following:

  1. Search for a new leads.

  2. Make sales appointment.

  3. Research a market to reach new prospect bookers.

  4. Convert inquires from advertisement or promotional activity done by the sales and marketing department.

  5. Follow up on proposal, site inspections, site visit and other leads from trade fares.

  • Many of the phone calls are potential sales calls, so it is important that sales team have good communications and telephone etiquette.

  • Always start the conversation by asking if it is a good time to talk.

  • Let the booker know that he / she is important for the property.

  • Sales managers or Coordinators who makes the call should do adequate preparation, have enough time, make the call directly and have a good timing.

  • Ideally it is better to avoid calling during late evening or in the early morning hours.

  • All Calls should be kept short and to the point unless the client wants to have additional information.

  • The bookers secretaries should be treated courteously and respectfully, otherwise there is lesser chance to get connected to the prospect booker.

  • Should possess good listing skills ie the booker should get a chance to speak about his views about the property or requirement.

  • Correct technique should be used to in closing the telephone sales calls.

  • Other types of telephone calls are Service calls, promotional calls and public relation calls.

Training Summary questions:

Q1. Does anyone know what are the advantages of telephone sales calls?

Q2. Types of outgoing calls?

Q3. Who is responsible for making the telephone calls?

Q4. How to start the conversation with the prospect booker?

Q5. Why it is important to have good telephone etiquette?

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Authored and managed by Augustine, a hotelier with over 20 years of experience in the industry. He has a 3-year diploma with 'honors' from the American Hotel & Lodging Educational Institute and a Bachelor of Computer Application - BCA Degree.