Pre-call/Bonding/Agenda
Three things you should know before cold calling a property
Hotel name
Room count
DM name
indy?
a little about the hotel/amenities
what is the goal of discovery?
Gain a clear understanding of what is and is NOT working today
Understand how problems are ultimately impacting the business
Uncover financial, operational, and emotional consequences of inaction
Prioritize pain by impact — not by what they volunteer first
The title slide involved the "death" of what?
The 90 minute "show it all" demo
I can't do my demo at 2pm with you, can you move it to 3pm (but you have a 1 on 1 with Steve at 3pm)
Move the demo, customers first always!
B in Bant stands for this
Budget
DAILY DOUBLE (but it's not double points it's just a fun question) What happened to Chris Rios in the parking lot of the hotel?
SWAT TEAM!
You should always answer a question with this
A question.
What are two things a great demo does?
Validates the pain uncovered in discovery
Shows only what supports solving THAT pain
Creates emotional ownership: "I can see us using this"
Leads naturally to next steps
Your price is too high
Can I see what you're currently paying?
Are you receiving the same features as we're offering?
Don't lose on price.
What are some other things you can uncover in the B section of BANT
other product contract
timeline
who actually pays/signs
etc
What is an agenda statement
an outline of what the you will talk about and discuss with a time frame agreement
The three levels of pain are expressed in this
Pain funnel
What are two things you should NOT do in a demo?
Click every tab or show every feature
"Let me show you something cool" — banned phrase
Answer questions that weren't asked
Dive into edge cases or over-explain configuration
Not record it
Make problems that don't exist
DAILY DOUBLE (but it's not double points it's just a fun question) Visha and Steve got stranded in this city
NYC! Actually Newark, but we'll take both.
Authority (meaning the decision maker)
You should avoid asking these type of questions
yes/no
Two differences between inbound discovery and outbound discovery
inbound is higher urgency
inbound is problem aware and trust is warmer
Three high impact areas you should make sure to at least mention or show - but we know most PMS products do them
Front desk speed: check-in / check-out flow
Group block management
OTA integration and reconciliation
Reporting simplicity
Multi-property visibility (if relevant)
Owner reporting dashboards
Only show what ties to THEIR pain
Something in return - a faster timeline, a commitment, extended terms, payment etc
What is a "power user?"
Someone who has some influence and uses our product and can provide information to us
What three things should you avoid talking about or saying in a cold call intro?
calling it roommaster without explaining
using the term pms
talking about weather
talking about politics/religion
being a robot
quantifiable pain (a number)
Fill in the blanks -you should uncover a _______ show a ______ and focus on the _______
a demo should uncover a problem, showcase a feature and focus on the outcome.
I need to think about it
"If we solved that concern right now, would you feel comfortable moving forward?" If they say Yes → address that one issue. If they say "Well..." → keep digging.
Explain the N and the T
Needs -
What frustrates them about their current PMS?
Losing revenue from: manual rate updates, poor reporting, weak integrations?
Guest experience impacted? (slow check-in, double bookings, limited upsell)
Are they growing? (renovation, expansion, rebrand)
Goal: Tie PMS change to revenue growth, efficiency, or guest experience lift
Timeline we know