Objection bank for serviced apartment training
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Objection Bank
Write as many objections you have experienced or expected and discuss the best possible answers for each objection.
Experienced /
Expected Objections
1.
2.
3.
4.
Best Possible Answers
Windows in rooms cannot be
opened.
•
Noise-proof glass window to provide a quiet surrounding for relaxation.
•
For the safety of residents and children.
No balcony in all guest rooms.
•
We provide washer and dryer in each room. No need to hang and dry the
laundry.
•
This maximizes the internal use of space in every apartment for the
comfort of our guests.
•
As a global leading serviced apartment operator, we have very high
standards and criteria for the renovation and furniture. All the
construction materials and furniture used are certified and pass a series
of tests.
•
During the soft opening stage, we have professional way to remove the
smell i.e. use air purifier in each room; turn on the exhaust fan in each
room etc.
•
Reinforce our international brand name that began in year….
•
Emphasize on key properties in our portfolio in local country
•
Emphasize on our on-going expansion plans in the country, other parts of
the world if any such as China and Asia (e.g. India).
•
Validate the quality of our services and facilities by showcasing our
property and conducting a professional property tour.
•
Build credibility by mentioning awards won by e.g.
Apartments with new renovation
create strong paint smells as all the
windows can not be opened.
Lack of brand recognition
- Best Hotel Apartment
- …….
5.
6.
7.
The entrance is not facing the main
road. The lobby is at 15th floor.
Lack of children facility for long stay
family guest.
Not allowed to use their own
furniture / items when staying at
property.
dmm1658720261.doc
•
We are not facing the main road because we are a serviced apartment.
We aim at creating a cozy home feeling for our guests.
•
The ambience is quieter without traffic noise and it aims to provide
greater comfort to our guests.
•
A Hotel lobby is big & always noisy and crowded. Our lobby is smaller as
we do not deal with large groups or the public attending banquets &
conventions. Lobby is almost exclusive to local residents because F&B
facilities are largely used by our own residents.
•
We have a children in-door play room with computer stations.
•
We offer baby sitting services while the parents are out for work.
•
International TV channels which include child friendly channels to keep
them entertained all day.
•
Furnished completely for comfortable and cozy stay.
•
Easy to add items/personalize according to one’s preferred home décor.
•
Any change in décor can be considered by Management and if
rectification is required, there is a fee.
•
Guests do not need to bother with the hassle of delivery or installment of
the furniture & fittings. The property has all the necessary furniture &
equipment which is all international branded ready for all guests.
1
Objection Bank
Experienced /
Expected Objections
8.
The prices mentioned seem to be
higher than other serviced
apartments I have visited.
Best Possible Answers
•
Highlight our Unique Selling Point (USP):
- We are the leading international branded serviced apartment operator
delivering a Gold Standard customer service. We are the most trusted
brand in serviced apartment worldwide.
- The apartments are all fully furnished and come equipped with all the
necessities for a luxurious and comfortable life.
- Condominiums and local serviced apartments do not offer
housekeeping and linen change services, restaurant, in-room dining,
Business Center, meeting/conference rooms, full gymnasium,
swimming pool, guest activities and bar facilities.
- We proudly offer a “Move in and live promise which you can trust”.
- Our accommodation is infused with luxurious style décor and quality
furnishings. We provide comfort and services at premier standards.
- Our associates speak English and provide high level service standards.
9.
The swimming pool is not so large.
10. It is too hot in the lobby and
restaurant.
dmm1658720261.doc
•
Match lifestyle of prospects with our room types, services and facilities
available at the property.
•
Practice price flexibility.
•
If someone chooses a Condominium or other serviced apartments there
will be other expenses that have to be incurred such as or utilities,
cleaning services as many hire a helper to maintain and clean the
apartment. Our property offers an all inclusive price and no hidden costs.
•
Pool is exclusive for Residents of the property.
•
Besides the pool, we have a modern gym with full equipment for a
complete work out - Very convenient for In-house Guests.
•
According to Government regulations, the public area air temperature
should be set at 26 C. Meanwhile, as a Global Warming Crusade Sponsor,
the property will contribute to build a clean and green environment.
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