This document outlines best practices for handling telephone calls in a professional manner for sales purposes. It discusses skills like listening, tone of voice, and etiquette for both outgoing and incoming calls. For outgoing calls, it describes types like prospecting, qualifying, appointments and sales calls. For incoming calls, it focuses on properly handling reservations, calls from advertising responses, and inquiries in a polite, helpful way. The overall goal is to make strong impressions and develop customer satisfaction through phone interactions.

1. Telephone Sales
Unit V – A presentation about
how to handle calls in a
professional manner
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

2. Index
Basic Telephone
Communication
Telephone Communication
Skills
Listening Skills
Outgoing Calls
Incoming Calls
PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI
2 Telephone Sales Operations

3. This chapter will outline the basics of telephone
communication; describe how to handle outgoing
and incoming calls in a professional manner. The
telephone is an important business tool and
proper handling of a phone call is one of the most
important skills one needs in the business world.
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

4. Basic Telephone Communication
There are a number of other ways salespeople can
make a good impression
 Adequate preparation
 Adequate time
 Direct contact
 Courtesy and respect
 Brevity
 Timing
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

5. Telephone Communication Skills
Please lay a lot of emphasis on the factors
mentioned below:
 Tone of the voice
 Pitch, Rate, Volume
 Understandability
 Enthusiasm
 Empathy
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

6. Listening Skills
The other half of a successful telephone call is
listening to what
the prospective client or guest has to say. A
salesperson in
particular should be aware of several keys to good
listening.
Limit talking
Get involved
PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI
6 Ask questions

7. Outgoing Calls
 Prospect and Qualifying calls
 Appointments calls
 Sales call
 Promotional calls
 Service calls
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

8. What are
Prospect & Qualifying calls ?
 The objective of prospect calls is to gather
information and learn the names of decision
makers.
 Qualifying calls determine if prospects need or
can afford the products and services offered by
the property.
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

9. What are Appointments calls ?
 Appointment calls are used to briefly introduce a
prospective client to the features and services
offered by the property and ask for an
appointment to meet face to face the object of an
appointment call is to get the prospect to agree to
an appointment.
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

10. Appointment calls process
 Reaching the decision maker (Prepare the
opening statement, Develop respect and rapport
and Ask for an appointment or call back)
 Opening the sales call
 The presentation (Use words like guarantee,
excellent, quality etc…)
 Overcoming objections
 Setting the actual appointment.
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

11. Sales call
 Telephone sales calls may be made by a sales
person or by a telemarketer working with a sales
script. Hotel chain and many large independent
hotels work with specially trained telephone sales
team that call on prospect and concentrate on
getting bookings or commitments by phone.
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

12. Promotional calls
 Promotional calls may be made by sales people
or top management to introduce special
promotions.
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

13. Service Calls
Client satisfaction and loyalty can be develop
through service calls, whether the calls are made
just to keep in touch or are follow up calls to
clients after a sale has been made. It helps to
build a good rapport with the customer and help
to identify any changes in meeting schedules.
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

14. Public Relation Calls
These calls are made to generate goodwill among
the prospect customer.
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

15.  After learning about Outgoing Calls …lets now
move on to ……….
INCOMING CALLS
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

16. Incoming calls
No matter what type of calls is receiving to the
hotel, it is essential that the caller receive a
positive first impression.
When a call is answered at the hotel, the spot light
is on the person representing the property, and
any unprofessional behaviour will create a bad
reflection about organization.
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

17. Incoming calls
 Reservations
 Response to Advertising
 Inquiries
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

18. Reservations
 Telephones play an important role in making
reservations. At small properties reservation are
handle by a small group of reservation staff or the
front desk agents. Since the reservationists is
often the public’s first contact with the property,
more and more emphasis is being put on the
training of reservation personnel.
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

19. Reservations
 Guest name ( or Group name).
 Location and Address
 Telephone number
 Email address
 Name and information of the person making
reservation, if caller is not
 the guest.
 Number of people in the party, perhaps with
ages of any children.
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

20.  Expected time of arrival.
 Reservation Type (guaranteed and non-guaranteed).
 Special requirement (Infant, handicapped
or old age)
 Additional information as needed (method
of transportation, flight number, room
preference, etc).
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

21. Response to Advertising
 One of the most effective advertising methods
used by hotelier today is the listening of a toll
free telephone number in print ads. Since
people are more likely to respond if the call is
free. Toll free calls are often handle by
telemarketing people staff that tries to get
either a firm commitment for a reservation or
information to pass along to a hotel sales
person.
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

22. Inquires
 Excellent leads for prospective business come in
the form of inquiries from people who call the
property on the recommendation of friends,
acquaintances or business associates who are
familiar with the property.
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI

23. DO READ YOUR
CLASS NOTES AND
REFER TO THE
CHAPTER NOTES
ALSO……
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PEEYUSH SRIVASTAV ASST PROFESSOR
BCIHMCT NEW DELHI