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About a decade and a half ago I attended a train-the-trainer seminar at which I heard the best phrase for overcoming objections to booking hotel reservations over the phone. I was just about to open a new property adjacent to a gas station where a young girl had been abducted. Every TV newscast in the state plopped their reporter smack dab in front of our construction sign. For weeks. Yikes. How would we ever sell a room?

I thought surely I had stumped the instructor. How can you power through a catastrophe like that? And that is when a fabulous hotelier by the name of Dave Bernatz taught me the magical phrase that I would go on to teach every manager, desk clerk, and reservationist that I trained. And now I am going to teach it to you. Click here!

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