AHLEI Certified Hospitality Sales Professional (CHSP)

In hospitality sales, what does 'prospecting' primarily refer to?

• AForecasting next quarter's occupancy levels
• BInspecting guest rooms before a site visit
• CIdentifying and reaching out to potential new customers who may book business
• DAuditing the property's nightly room rates

A sales manager wants to find new corporate accounts in the local market. Which is the BEST prospecting source?

• AThe property's banquet event order files from last year
• BLocal chamber of commerce member directories and new-business listings
• CThe housekeeping room-status report
• DThe night auditor's daily revenue report

What is the main purpose of qualifying a lead before investing heavy selling effort?

• ATo set the published rack rate for the property
• BTo assign the booking to a banquet captain
• CTo calculate the property's RevPAR
• DTo determine whether the prospect has a genuine need, budget, and authority to buy

A common framework for qualifying a sales lead asks about Budget, Authority, Need, and Timing. What does the 'Authority' element confirm?

• AWhether the hotel has authority to discount the rate
• BWhether the prospect personally can approve or decide on the purchase
• CThe legal authority to sign a liquor contract
• DWhether the prospect's company is publicly traded

Which sequence best represents the typical stages of the personal selling process?

• AClosing, prospecting, presentation, follow-up
• BProspecting, qualifying, presentation, handling objections, closing, follow-up
• CFollow-up, closing, prospecting, qualifying
• DPresentation, closing, prospecting, qualifying

What is the primary goal of a needs analysis during the sales process?

• ATo present the property's lowest possible rate immediately
• BTo complete the banquet event order
• CTo uncover the customer's specific requirements, priorities, and decision criteria
• DTo send the final invoice

In relationship selling, the salesperson's role is best described as a:

• AOne-time order taker focused on a single transaction
• BTrusted advisor who builds a long-term, mutually beneficial partnership
• CPrice negotiator who only competes on lowest rate
• DGatekeeper who limits customer access to information

What is a 'key account' in hospitality sales?

• AAny guest who pays with a credit card
• BA guest folio that is past due
• CA high-value customer or company that generates significant, ongoing revenue and warrants…
• DThe hotel's general ledger account

An account manager creates a written account plan for a major corporate client. What is its main benefit?

• AIt eliminates the need to ever contact the client again
• BIt sets the property's rack rate for walk-in guests
• CIt replaces the hotel's marketing plan
• DIt documents goals, contacts, and strategies to systematically retain and grow the account

Why is retaining an existing key account generally more cost-effective than acquiring a new one?

• AExisting accounts always pay higher rates than new ones
• BNew accounts never require any selling effort
• CAcquiring new customers typically costs more in time and resources than keeping satisfied…
• DExisting accounts never need follow-up

During a negotiation, a salesperson plans which concessions can be given and what will be requested in return. This practice is called:

• ACold calling
• BConcession planning
• CSite inspection
• DCross-selling

What is the goal of a 'win-win' negotiation outcome?

• AThe hotel wins and the customer loses on every point
• BThe customer always receives the lowest possible rate
• CBoth parties feel they gained value and the relationship is preserved
• DThe salesperson avoids any concessions at all

A prospect says, 'Your rate is higher than the hotel down the street.' What is the BEST first response?

• AImmediately drop the rate to match the competitor
• BEnd the call because the prospect cannot afford the hotel
• CTell the prospect the competitor is a poor choice
• DAcknowledge the concern and reinforce the value and benefits the property delivers

In handling objections, the technique of restating the customer's concern in your own words to confirm understanding is known as:

• AClarifying or acknowledging the objection
• BTrial closing
• CDiscounting
• DUpselling

What is the primary purpose of a site inspection in hospitality sales?

• ATo let the prospect experience the property in person and visualize their event there
• BTo let housekeeping audit the rooms
• CTo collect the final payment
• DTo file the BEO with accounting

When preparing for a site inspection for a meeting planner, the BEST practice is to:

• AUse a generic tour identical for every prospect
• BCustomize the tour to the client's specific event needs and personalize touches where pos…
• CShow only the lobby to save time
• DAvoid showing meeting space to keep the visit short

In a sales presentation, 'selling benefits rather than features' means:

• AExplaining how a feature solves the customer's problem or delivers value to them
• BListing every technical specification of the ballroom
• COnly discussing the price
• DReading the brochure aloud word for word

A persuasive written sales proposal for a group should primarily:

• AAddress the client's stated needs and clearly show how the property will meet them
• BRestate only the property's standard rack rates
• CList the names of all hotel employees
• DFocus on the hotel's financial statements

In group sales, what is a 'room block'?

• AA group of guest rooms held for a specific group at agreed terms
• BA maintenance closure of a guest-room floor
• CA block on the hotel's online booking engine
• DA penalty charged to walk-in guests

What does the 'cutoff date' in a group room-block contract specify?

• AThe date the group must check out
• BThe deadline after which unbooked rooms in the block are released back to general invento…
• CThe date the hotel was built
• DThe date the deposit is refunded

In a group contract, 'attrition' refers to:

• AThe natural aging of hotel furniture
• BThe hotel's employee turnover rate
• CA clause addressing the group's failure to use the number of rooms it committed to
• DA discount for early booking

What does the acronym RFP stand for in group and meeting sales?

• ARate Forecast Plan
• BRequest for Proposal
• CRevenue Forecast Period
• DRefundable Function Payment

A Banquet Event Order (BEO) primarily functions to:

• ACommunicate all the detailed specifications of a function to operations departments
• BSet the hotel's quarterly marketing budget
• CTrack competitor room rates
• DList the hotel's loyalty program tiers

A catering salesperson wants to increase the value of a confirmed wedding booking by suggesting a premium bar package and upgraded linens. This is an example of:

• AUpselling
• BProspecting
• CAttrition
• DDisplacement

The traditional 'four Ps' of the marketing mix are:

• AProduct, Price, Place, Promotion
• BPeople, Process, Physical evidence, Productivity
• CProspecting, Presentation, Persuasion, Profit
• DPlanning, Pricing, Packaging, Positioning

Dividing the total lodging market into distinct groups of buyers with similar needs is called:

• ADisplacement
• BMarket segmentation
• CCold calling
• DYield management

'Positioning' a hotel in the marketplace refers to:

• AThe physical address of the property
• BThe order in which rooms are cleaned
• CThe hotel's ranking on the org chart
• DThe distinct image and value the property occupies in the minds of target customers relat…

A 'target market' is best defined as:

• AEvery possible traveler in the world
• BThe hotel's break-even occupancy
• CThe specific group of customers a property aims its marketing and sales efforts toward
• DThe competitor set used for rate shopping

What is the primary purpose of a Customer Relationship Management (CRM) system in hospitality sales?

• ATo clean and assign guest rooms
• BTo process payroll for the sales team
• CTo calculate the property's depreciation
• DTo store and organize customer data, interactions, and history to manage relationships an…

Sales and catering software in a hotel is primarily used to:

• ASet thermostat temperatures in guest rooms
• BManage function space bookings, group blocks, and event details
• CTrack competitor advertising spend
• DAudit the night clerk's cash drawer

A 'GDS' in hospitality distribution refers to a:

• AGlobal Distribution System used by travel agents to book hotels
• BGuest Departure Survey
• CGroup Deposit Schedule
• DGeneral Daily Statement

What is a key benefit of logging every client interaction in the CRM promptly?

• AIt lets the hotel skip site inspections
• BIt replaces the need for a sales manager
• CIt automatically lowers the negotiated rate
• DIt ensures accurate history and timely follow-up, especially if another team member must…

Recognizing a 'buying signal' during a sales conversation means the salesperson should:

• AImmediately end the meeting
• BRestart the needs analysis from the beginning
• CRaise the price sharply
• DMove toward asking for the commitment or closing the sale

An 'assumptive close' is a technique in which the salesperson:

• AAssumes the customer cannot afford the property
• BRefuses to discuss any details until payment
• CAssumes the manager will handle the close
• DProceeds as if the customer has decided to buy, for example asking which arrival date the…

A 'trial close' is used to:

• ACancel a booking that was already confirmed
• BCalculate the displacement of a group
• CTest the customer's readiness to commit before asking for the final decision
• DAudit the catering invoice

A frequent reason salespeople fail to close is that they:

• ANever actually ask the customer for the commitment
• BAsk for the business too directly
• CSend too many proposals
• DListen to the customer too carefully

RevPAR is calculated as:

• ATotal revenue divided by number of employees
• BNumber of guests divided by number of rooms
• CRoom revenue divided by total available rooms (or ADR multiplied by occupancy)
• DTotal expenses divided by occupied rooms

In revenue management, 'displacement analysis' helps a seller decide whether to:

• AAccept a lower-rated group that would block higher-rated transient demand on the same dat…
• BReplace a banquet server during an event
• CMove furniture between function rooms
• DDisplace a competitor's billboard

During a high-demand citywide event, a seller receives a large group request at a deeply discounted rate. The BEST revenue-aware response is to:

• AAccept it immediately regardless of rate to fill rooms
• BEvaluate the displacement of higher-rated demand and quote a rate appropriate to the dema…
• CRefer the group to a competitor without analysis
• DOffer the group an even lower rate than requested

ADR (Average Daily Rate) is best described as:

• AThe average revenue earned per occupied room sold
• BThe total number of rooms available
• CThe percentage of rooms occupied
• DThe cost to clean one room

A salesperson promises a meeting planner a feature the hotel cannot actually deliver, just to win the booking. This violates which professional principle?

• AHonesty and ethical selling
• BUpselling
• CCross-selling
• DConcession planning

A competitor's planner accidentally shares confidential pricing during a conversation. The professional action is to:

• AUse the information aggressively to undercut the competitor
• BPost the pricing publicly online
• CReport the planner to the competitor's CEO
• DMaintain confidentiality and not exploit information shared in error

Which behavior best demonstrates professionalism in following up after a proposal?

• ACalling repeatedly within the same hour to pressure the client
• BNever following up so as not to seem pushy
• COnly following up if the client calls first
• DFollowing up at agreed intervals with relevant value-adding information

The 'sales funnel' (or pipeline) concept illustrates that:

• AMany prospects enter at the top and a smaller number convert to bookings at the bottom
• BEvery lead becomes a confirmed booking
• CBookings should be processed last in, first out
• DFunnels apply only to food and beverage

What is the most effective questioning approach during a needs analysis?

• AClosed yes/no questions only
• BLeading questions that put words in the client's mouth
• COpen-ended questions that invite the client to describe goals and requirements
• DNo questions, just a scripted presentation

A prospect is interested but says, 'I need to check with my committee before deciding.' This indicates the salesperson should:

• AAssume the deal is lost
• BCancel all follow-up
• CIdentify all decision makers and provide materials to support the committee's review
• DDemand an immediate yes or no

'Consultative selling' is characterized by:

• APushing the highest-priced package regardless of fit
• BDiagnosing the client's needs and recommending solutions that fit those needs
• CReading a fixed script to every prospect
• DAvoiding any questions about the client's business