Ch.3
account file
a standard size file folder holding information needed for serving a clients basic business needs.
function book
master control of all banquet space, broke down on each page according to all banquet needs.
relater
a person who tends to view things in terms of how they affect people and relationships. one of four personality types
close ended question
question requiring a specific answer, an answer that can be given in just a few words.
Major close
a question/statement at the end of a sales presentation that asks for the sale
call report
a document that provides general information about an account as well as remarks on the needs of the group and action steps that can be taken to sell the hotels products and services to the group.
guestroom control book
a book used to monitor the number of guestrooms committed to groups
socializer
a playful and talkative person. one of four personality types of a buyer
cold call
fact finding or exploratory call on prospect with whom there has been little or no previous contact
open-ended question
a question that gives individuals an opportunity to express their feelings and knowledgement
database marketing
attracting and retaining customers by using information in the computer database that a firm maintains on past, current and potential customers.
independent hotel representative
thinker
an idea person who is precise, efficient and well organized. one of four personality types
inside call
a sales presentation made to walk ins who inquire about the property
personal space
2-4 ft
director
an assertive person interested in getting results quickly. one of the four personality types
master card
an index card that contains a summary of everything needed for a sales effort.
trace cards
remind sales people to follow up
intimate space
arms reach
public relations call
call to maintain the relationship and goodwill enjoyed with a client
double calling
when two sales people make a sale.
reader file
a file containing copies of all internal and external memos and correspondence generated by a salesperson, useful for reviewing that salesperson performance.
yield management
a hotel room pricing system that uses a hotel computer reservation system to track advance bookings and then lower or raise prices accordingly on a day to day basis to yield the maximum average daily rate.
key account management
a system that ranks sales accounts according to their profitability
public space