Chapter 15 Flashcards
Success or failure within the hospitality industry ultimately rests on the ability to __________.
sell
__________ selling is the most expensive contact and communication tool used by the company.
Personal
As companies move toward a stronger market orientation, their sales forces need to become more __________ focused and __________ oriented.
market,customer
The newer view is that salespeople should know how to analyze sales __________ , measure market __________ , gather market __________ , develop marketing __________ and plans, and become proficient at the use of sales __________
data,potential,intelligence,strategies,tactics
Objectives ensure that __________ goals are met. Goals may include revenue, market share, improving corporate image, and many others.
corporate
By establishing specific values for business that has already been booked, hotel managers can encourage salespeople to increase the __________ of existing resources. If salespeople have clearly established goals and objectives for a second chance to increase their rewards, they may work harder to achieve goals.
productivity
Structure of a hotel sales department depends on the __________ of the organization, __________ of the property, __________ of the market, and __________ of hotel.
culture,size,nature,type
Territories are easy to administer, their sales potential is easy to __________ , they reduce total travel __________ , and they provide a sufficient and equitable __________ and sales potential for each sales representative.
estimate,time,workload
Companies often __________ their sales forces along market segment lines.
specialize
The obvious advantage of market specialization is that each sales force can become knowledgeable about specific market __________.
segments
The importance of marketing __________ , such as wholesalers, tour operators, travel agencies and junket reps, to the hospitality industry has created sales force structures to serve marketing channels.
intermediaries
The __________ , __________ , and __________ of hospitality company greatly affect the relative importance of travel intermediaries. This in turn affects whether a company designs its sales force structure by travel intermediary.
location, size, type
Some hotels and resorts have a sales force structured by product, market segment or channel and customer. This is often a reaction to __________ and __________ forces rather than the result of strategic thinking.
internal, market
Size of a sales force is determined by market __________ , __________ , corporate __________ and __________.
changes, competition,strategy, policies.
__________ selling has proved to be an effective and powerful tactic to reach and retain key customers. Its opportunities and limitations are only beginning to be realized in the hospitality industry.
Team
Hospitality companies traditionally design departments along __________ lines.
functional
Today’s sales managers may have two types of salespeople within their departments: an __________ sales force and a __________ sales force.
inside,field
In addition to traditional objectives, like increased occupancy, other non-quantifiable objectives are sometimes established for teams. These generally deal with enhancing __________ and __________ or using the team as a human resource training pool.
image, goodwill
The goal of personal selling was traditionally viewed as a specific __________ with a customer.
contract
__________ marketing is based on the premise that important accounts need focused and continuous attention.
Relationship
At the heart of a successful sales force operation is the selection of effective sales __________.
representatives
A study of superachievers found that super sales performers exhibit the following traits: __________ taking, powerful sense of __________ , problem-solving bent, care for the __________ , and careful __________.
risk,mission,customer,planning
One of the shortest lists concluded that the effective salesperson has two basic qualities: __________ , the ability to feel as the customer does; and __________ drive, a strong personal need to make the sale.
empathy,ego
Sales successes within the hospitality industry depends on development of excellent long-run relationships with __________ or __________ .
clients, accounts
