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| Success or failure within the hospitality industry ultimately rests on the ability to ________. |
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| __________ selling is the most expensive contact and communication tool used by the company. |
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| As companies move toward a stronger market orientation, their sales forces need to become more ______ focused and _________ oriented. |
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| 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 ________. |
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| data, potential, intelligence, strategies, tactics |
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| Objectives ensure that _________ goals are met. Goals may include revenue, market share, improving corporate image, and many others. |
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| 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. |
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| Structure of a hotel sales department depends on the ________ of the organization, ________ of the property, _________ of the market, and _______ of hotel. |
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| culture, size, nature, type |
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| 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. |
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| Companies often _________ their sales forces along market segment lines. |
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| The obvious advantage of market specialization is that each sales force can become knowledgeable about specific market __________. |
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| 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. |
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| 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. |
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| 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. |
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| Size of a sales force is determined by market _______, _________, corporate __________ and __________. |
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| changes, competition, strategy, policies |
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| ________ 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. |
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| Hospitality companies traditionally design departments along ___________ lines. |
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| Today's sales managers may have two types of salespeople within their departments: and _______ sales force and a _______ sales force. |
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| 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. |
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| The goal of personal selling was traditionally viewed as a specific __________ with a customer. |
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| ___________ marketing is based on the premise that important accounts need focused and continuous attention. |
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| At the heart of a successful sales force operation is the selection of effective sales _____________. |
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| 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 ___________. |
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| risk, mission, customer, planning |
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| 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. |
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| Sales successes within the hospitality industry depends on development of excellent long-run relationships with ________ or _________. |
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| The 80/20 rule prevails within the hospitality industry. This concept says that a __________ of a firm's business comes from a ___________ of its customers. |
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| Many accounts represent infrequent purchases or low-yield business. These accounts cannot bear the cost of __________ sales calls or expensive ___________. |
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| The salesperson now tells the product "story" to the buyer, following the AIDA formula of gaining _________, holding __________, arousing ___________, and obtaining _________. |
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| attention, interest, desire, action |
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| The two parties need to reach agreement on the price and other terms of sale. Salespersons need to win the order without making deep ___________ that will hurt profitability. |
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| Sales quotas are often set _______ than the sales forecast in order to stretch sales managers and salespeople to perform their best level. |
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| The _______-quota school sets quotas higher than most sales representatives will achieve but are attainable. |
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| The ________-quota school sets quotas that a majority of the sales force can achieve. |
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| The __________-quota school thinks individual differences among sales representatives warrant high quotas for some and modest quotas for others. |
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| Those who are paid mostly on _________ generally receive less supervision. Those who are ________ and must cover definite accounts are likely to receive substantial supervision. |
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