Sales procedures in operational plan for hospitality

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let's talk there are four elements of negotiating each of these will have to do with knowing where you are in the negotiation process they're really very simple I'm gonna go through this quickly the first component is what we call position who has the position it's also known as leverage who has the position who has the leverage let's have an example Mike would you do me a favor would you roleplay with me okay I want you to be the hotel salesperson I'll be the customer and I'm gonna call you at 4:45 on Friday afternoon ready that's assuming you're still there oh my god Mike you got to help me my boss just dropped a bombshell on my desk I got eight guys coming in from out of town and we're gonna do a new product demonstration two arriving on Sunday I know today's Friday afternoon 4:45 I need eight guest rooms on Sunday night I probably need some kind of cocktail reception Sunday night I don't even have a budget for it I don't even know how much money I've got for it then we got Monday night Tuesday night Wednesday night Thursday night Thursday night I need some kind of dinner probably about 30-40 people cuz I'm bringing all my heavy hitters together and I just soon have it though tell be a lot easier oh my god you gotta help me that nice round of applause for Mike yeah but quit no no I don't need the question is who's got the position is there any question who's got the leverage here no question at all this is obvious don't we wish we had more emergency calls like this right what should Mike now do up charge I like your attitude actually I'll go the opposite way with this I don't want to calm things down I want to heat them up to further demonstrate my position I would probably say something like oh my gosh Michael it's 4:45 on Friday I am slam dunk sold-out next week I don't have a single room anywhere however now you fill in the blank I have always enjoyed doing business with you I have always told you to call me if your hotel a first choice makes a mistake I have always told you I've to do business with you right whatever that is whether it's a return customer a new customer and existing customer the customer the sharing their room nights with another hotel fill in the blank oh my gosh I am completely slam-dunk sold out but I've always told you to call me if you ever get in a tight spot here's what I'm gonna do I'm gonna put you on hold and I'm gonna go directly to my general manager and you go from the first person singular to the first person plural we're gonna get these rooms can I just put you on hold I'm gonna run down to the GM's office not my Director of Sales not my director I'm going over the top here I'm going on the top can I just put you over so why do you want to put them on hold so they don't call somebody else you don't want to play phone tag here I'm just gonna put you home you don't really need to put them on hold you're completely empowered to do theirs yourself you're just trying to enhance your position so you say can I put you on hold Mike yeah you guys watch TV last night Dancing with the Stars pretty good huh okay it's Mike Steve we're in I'm bleeding from everywhere we're in now I'm not going to God you I'm gonna put you in at my regular bar one my best available rate okay I don't want to gouge you because my goal is not to gouge you my goal is to create a relationship with you I don't want just this piece of business I want all of your business I hope you'll remember this in the future now do you need something the rooms can I do a little upgrade I know how important this is to you do you want to drop off some notes for me and I'll put them in the room so you have a little alena wine and cheese when they arrive how can I help you solve your problem but in the exact same scenario and we hear this a lot on our testicles how could Mike just as easily have lost the position if he'd said this thank God you called cuz we could have shot a cannon off in here next week yeah we hear this a lot we hear this a lot Wow thank goodness you called I don't know you can actually literally hear them turning the pages you know click Wow nothing no no we're what oh mama we are wide open that night you're just giving the position right back don't give the position don't give the position back