Answers/Concerns
“You would need to speak with (name) he’s the owner/GM and he’s not here right now”
What time will (name) be in and I will call back?
If they aren’t sure, “he’s in and out, we never know” etc. proceed with…
I’m sure (name) won’t want to miss out on all of this business, is there another number I can reach him at? If no, ask for his email
“Can you email me some information?”
Yes, I will get the information right over to you and touch base with you later this afternoon or tomorrow and answer any questions you may have. Is this the best # to reach you or should I call your mobile?
“I’m really busy can you tell me more over the phone?”
Yes, the PC is going to be hotel specific with the floor plan and amenities as well as a map showing the locations of the businesses that are being recommended. This is not something laying in the lobby or room somewhere, it’s actually placed in the guests hand with their room key when they check in. It’s beautiful full color and there are several different options for you to highlight your business. If you have a minute you can go to our site now and see the quality of the program and I can tell you which positions are still available. Our website is personalconciergemap.com At this point you can tell them which positions are available and what the value is and close the sale over the phone.
“Is there a cost involved?”
Yes, we are talking about recommending thousands of guests each month to your place so there would be an investment involved. So, is that something you would handle or who do I need to speak with?
“How much is it?”
There are several placements options available for you to choose from starting at only [AV starting point] for all of this business for the whole year. What time can I stop in and show you what is still available?
“Is this advertising?”
Well it is more of a recommendation but there would be a nominal investment involved to cover the cost of production. (Ask for appt)
“They already send us business”
That’s exactly why they would want you to be a part of their program. We are working with [hotel POC], [hotel GM] the General Manger and he gave us a very specific list of businesses that they want us to offer the opportunity to. The PC is going to be issued to about [dbl occ] guests per month. We would love to recommend your place, so who do I need to meet with to show how the new program will work?
“We’re not interested”
Oh, I’m sorry to hear that. Can I let (Hotel POC) know why you’re not interested in being a part of their new program? Many times they just aren’t listening and this will enable you to overcome any concerns and move forward
“When will these be published?”
The new PC will be delivered in about 90 days and that’s when your year will start. In the meantime the hotel will be recommending your business through a Sponsorship Report that we will provide for them.
(ask for appointment)
“Who else is participating?”
Many of your neighbors are participating such as (list some of them). We don’t want to leave you out. If you have 5 minutes I would love to pop in and show you what is still available. What time works best for you?
If you are just getting started then you would say
We are just getting started however, we are limited on the number of opportunities that we have to offer and the hotel gave us a very specific list of who they wanted us to offer it to. Some of those are… We don’t want to leave you out. If you have 5 minutes I would love to pop in and show you what is still available. What time works best for you?
“Do you work for the hotel?”
No, the Management Staff has contracted our company to put together their new Concierge program. They gave us a very specific list of who they wanted us to offer the opportunity to and you were one of them. We would love to let [Hotel POC] know that you are going to be a part of their program…what time today or tomorrow can I stop by for 5 minutes and show you how the program works?
“We’ve tried something like this before”
Oh, what did you try? What were the results?
Possible responses – Room book other things laying in the lobby or room.
Then you’re going to love this! Unlike Room Directories or magazines/brochures that lay around waiting to be picked up the PC will actually be placed in the guests hand by the hotel staff and told, “these are the businesses we recommend”. (ask for appointment)
“We don’t do print advertising”
I can understand that [their name], however this is more of a recommendation with a nominal investment involved to cover the cost of production. [Hotel POC name] is really hoping for your support.
“We have our own Concierge Incentive program”
That’s great so you see the importance of working with the hotel Concierge Staff. The FD wanted a more organized way of recommending all of their guests to area businesses and this is the new way they’re going to be recommending all of their guests to your place. What time today or tomorrow can I pop in for 5 minutes and show you the Personal Concierge?
“Call me back in a couple of weeks”
(or any other time that is not within this week unless it is the end of the week) then create urgency by saying…
I understand that you’re really busy, however everyone has been so excited about the program and we are very limited on the number of opportunities available that if we wait until later we may not have anything left to offer you. Would you be able to squeeze me in for just 5 minutes today or tomorrow so you don’t miss out on all of this business?
Follow up call (after email has been sent)
Hi [their name], this is [your name] regarding the [hotel name], I wanted to make sure you received the email I sent you. Great, can we start sending more guests your way?
Possible answers/concerns
“Yes, it looks good I just have a few questions”
“Which positions are still available?”
At this point you can tell them which positions are available and what the value is and close the sale over the phone or schedule an appointment to reserve the position.
“What’s the difference between the 2 sides?”
The hotel amenities side is helpful when the guest first arrives because it shows where the business center, fitness center and hotel restaurants are but because the PC is pocket sized they carry it around with them and use the map side to get to all of the recommended businesses. We would love to send you all of this business…(close the sale or ask for appointment)
“When do you need payment?”
In order to reserve your position we do need to attach payment and since we are limited on the number of opportunities available the positions will fill up very fast.
Closing sale over the phone
We would love to send you all of this business from the hotel name, which position do you feel would highlight your company the best?
We have an awesome Design team that will create your design for you at no additional charge and then email a proof for your approval or would you prefer to provide camera ready instead?
The only thing we need to do to start sending you all of this business is attach payment. We can either do a check by phone or we can put it on a credit card, which one works best for you?
“Can I send you a check?”
Yes, you can send in a check. I will email the Insertion Order/Invoice to you now, please sign and return that today with a check # and drop the check in the mail.
“Do I have to pay all of it at once?”
Because we are limited on the # of positions available we do typically need to attach the full investment amount in order to reserve your position. We would love to send you all of this business (their name) Is that going to fit into your budget?
(If he/she is still struggling with payment but interested then offer)
I would be happy to work with you and break that up. We would need at least half to reserve the position and the other half you can post date for a couple of weeks (can post date up to 30 days if needed). Would that make it easier for you?
“I never pay for something up front”
I can understand your concern [their name]. [Hotel GM] has qualified our company for your comfort. We have been working with upcale hotels and resorts for over 14 years and we woldn’t do anything to jeopardize our standing with them over a few dollars from you. The only thing we need to do to start sending you all of this business is attach payment. We can either do a check by phone or we can put it on a credit card, which one works best for you?