Sales Flow & Objections

Creating urgency only works if you do it at the BEGINNING of the call… not the end. 

• Wow that’s a popular weekend, the last 3 calls I’ve booked have been for that (week/weekend)! BONUS – Are you coming down for (know your special event calendar and throw out an event taking place for those dates)?

• I have the perfect room for you, (families/couples) LOVE the (room type that fits their needs), let me see if we have any available, they always book up first!

• We’ve been running some fantastic specials for those dates and they’ve been booking fast. Let me see if I have anything left to book. (Play up a breakfast package rate) Oh it looks like you’re in luck! I still have a room available on a great special that includes breakfast for 2 every day!

• What families love most about (property name) is all of the kid friendly amenities. I actually hear so many people say that they end up saving money because they don’t have to spend as much on attractions while they are here because they can’t get their kids out of the pool!

• We have so many guests who say that we have the best service of anywhere they’ve ever stayed in Myrtle Beach and that’s why they come back year after year, our staff are really awesome!

• (Property Name) has one of the best locations on the beach! Our guests say that they love that we’re just a few minutes from all of the great restaurants and (insert close attraction)!

• You picked a FANTASTIC place to celebrate your (special occasion)! I just heard from a guest who was here last week for (the same occasion), and they said it’s the most memorable one they’ve ever had! 

• My favorite thing about (property name) is (insert property feature) because it really sets us apart from other hotels on the beach. 

• Are we in the ball park? While we may be slightly higher than (other resort), I know you’ll find that our amenities and location offer an advantage not many properties can compete with. I know how valuable your vacation time is, and I’m sure your family will be super excited when you show them your reservation confirmation from (property name). 

• (only works if you don’t start with the cheapest option) I understand if that’s a little more than you wanted to spend. I do have a (standard room/efficiency/oceanview/interior/etc.) that’s a little less. You will get access to all of the same amenities, but it’s only going to cost ($xx). Would you like to go ahead and book that?

• (if you offer package option first) How about this, I do have a special that’s a little less expensive, but it doesn’t include (xyz). It would bring your total stay down to $xxx today, and all we’d need to put down today is $xxx. Would you like to lock that rate in?

• (if you offer BAR rate first but we have a fallback/better option) I’ll tell you what, let me place you on a brief hold and see if we have any other deals (place call on hold for a few seconds) Ok Mr./Mrs. Xxx, I did find a special that was supposed to expire but it looks like I can try to book it for you if you can put down a deposit right now, it will bring your total down to $xxx.  What type of credit card will you be using for the deposit?

• The dates you’re looking at are VERY popular so the rates are a bit higher. If you're flexible with your travel dates, I can check the price difference if you came (during the week vs weekend or earlier/later in the season) because we typically have better rates. Otherwise, we should go ahead and lock you in now for the dates you asked for because the rate is only going to go up. Would you like me to check other dates for you, or do you want to stick with what we've already discussed? 

• What are your ‘must haves’ for your accommodations? If you don’t need something (with a kitchen, with a bedroom, oceanfront, etc.) I do have (Cheaper room) available. Its still a great option for your family and will still give you access to all of the great amenities, but it’s only $xxx for the stay. Would you like to book that or the (original option)?

• We offer a TON of great amenities here at (property name), so you can save money by just staying onsite and enjoying the resort and the beach! I’m sure you won’t be able to find a nicer property at a lower rate than what we have to offer. We also offer an amazing VIP plan that would allow you to cancel your reservations and receive a refund if you change your mind or decide to book a different property. Let’s go ahead and get you set up today. 

• Is price the only thing that’s stopping you from booking today? All we need to secure the reservation is the first night, and the balance isn’t due until you check in. You can even go online and make payments before you arrive so you’ll have a smaller balance when you arrive. Let's go ahead and get this set up.

• A parking fee became a necessity to properly maintain our parking areas, provide more proper security for our parking areas, and to ensure that spaces were allocated properly among our guests.  We charge separately for the fee from the cost of a room because we are located in a city with an airport and we do have a number of guests who do not utilize our parking deck, or in some cases have vehicles and decide to park elsewhere for a variety of reasons.  

• I completely understand, I don’t like to make big decisions without my (significant other) either. Just out of curiosity, what questions do you think they’ll have?

• We covered a lot on this phone call, I’d be happy to conference them in and answer any questions they have. 

• Is there anything about the resort you think they wouldn’t like? 

• What do you think they would say about the price?

• The (date/room type/property/etc.) you’re looking at are very popular and as we book the rates do get higher. I’d hate for you to lose out on the deal or even worse be sold out. Let’s go ahead and book now, and I can tell you about our VIP plan that will let you cancel and receive a refund if your (spouse/partner) doesn’t want to stay. Would you like to go ahead and book this with the VIP? 

• You picked a great property and you (spouse/partner) and (kids/family) are going to LOVE it! Let’s go ahead and get you locked in so we don’t lose the room, and if they have any questions you can call me and I’d be happy to talk to them. We only need $xxx today to book. What credit card would you like to put that on?

• This is a really popular option because of its great value, so I would recommend that you reserve it today to guarantee that you get what you want.  We only need to put $xxx down today to lock it in. What credit card would you like to use for your deposit?

• What other properties were you thinking about calling? Our marketing team strives to keep our rates in line or better than comparable resorts in Myrtle Beach. I’m sure you won’t be able to find a nicer property at a lower rate than what we have to offer. We also offer an amazing VIP plan that would allow you to cancel your reservations and receive a refund if you change your mind or decide to book a different property. Let’s go ahead and get you set up today. (No VIP at Forest Dunes)

• What other properties are you considering? I know you’ll find that our amenities and location offer an advantage not many properties can compete with. I know how valuable your vacation time is, and I’m sure your family will be super excited when you show them your reservation confirmation from (property name). 

• We only need the $xxx today, is there someone you are traveling with who might have that available on a credit card and you can pay them when your funds are available? I’d hate to wait a few days and the price be higher when you call back to book. I’d be happy to hold on the line while you call them so we don’t lose the rate or the room.

• How much would you be able to put down today? I may have a less expensive room available that we can lock in for you, and you can always check to see how much it would cost to upgrade as we get closer to your arrival. 

• Is the deposit the only thing that’s stopping you from booking today? All we need to secure the reservation is the first night, and the balance isn’t due until you check in. I know the rates are going to be higher in a few days because we’re so busy, or we might sell out of that room type and you won’t get what you want. I can hold if you need to check your balance before we put the charge through. 

• Before you go, are there any other questions you have about the property or the package that I can answer for you? That’s a really popular (date/room/package) and I know it’s going to be higher when you call back so I’d love to get this booked for you now so you get what you want. 

• Before you hang up, I just want to make a couple of quick notes about what we talked about for when you call back. Which (room/rate/package) is the one that you’d want to book? (wait for answer) That is a really popular option with our guests, and it looks like we only have a couple left so I would recommend that you reserve it today to guarantee that you get what you want and secure that price.  We only need to put $xxx down today to lock it in. Let’s go ahead and get you booked.

• Before you hang up, let me tell you about our VIP plan – I can actually book the room for you right now with only the first nights’ deposit and we can add the VIP which would let you change your dates for free, or even cancel and get a refund if you change your mind. That way we can lock something in for you before rates get higher or we sell out. Would you like to go ahead and book with the VIP? (No VIP at Forest Dunes)

• What credit card would you like to use for your deposit?

• Will you be using VISA, Mastercard, Discover or American Express today?

• Let’s get your reservation started. Who will be checking in?

• What name should I put the reservation in?

• Would you like to book with me today?

• Can I lock that in for you today before the rate goes up?