Upselling methods
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Transcript of Upselling methods
FRONT OFFICE UPSELLING
DEFINITION OF UP SELLING
The use of certain words and phrases that will make the guest feel satisfied buying something he would not otherwise have bought
Up selling is easy if we think of it as a way of helping out the guest and creating a satisfying solution to fulfill a need
CONTENTS OF THE PROGRAMIdentify sales opportunitiesBuild rapport with guestsMatch guests’ needs with appropriate
productsDescribe the advantages of every
available room category and their benefits to guests
Make recommendations clearly and confidently
Track your upselling results
What should we keep in mind when we think of UP selling?
Business Leisure
WHO ARE OUR GUESTS?
WHAT DO OUR GUESTS WANTS
ValuedRespectedRecognised
SecureSafe
Confident
Supported& Taken Care Of
Treated Honestly& Fairly
No Discrimination
EmpoweredInformed
Given Choice
FEEL LIKEAN
INDIVIDUAL
SELLING THE HOTEL
Recognize when you have an opportunity to sell
Listen to the guest’s needsRecommend the facilities and servicesTake the opportunity to sell a better
service or product
OUTCOMES
Increase guest satisfaction
Increase the average room rate
Increase conversions
UPSELLING TECHNIQUES
ALWAYS USE :
Your Ears….
Eyes….
Mouth….
Heart…..
WHAT DO YOU USE EYES FOR?
•Eye contact•Read body language (identify guests needs)
WHAT DO YOU USE YOUR EARS FOR?
Listening to find out guests needs
WHAT DO YOU DO WITH YOUR MOUTH?
•Smile - establish rapport
•Speak / sell / describe / convince
WHAT DO YOU DO WITH YOUR HEART?
• Care for the guest
HOW DO WE SELL AN EXPERIENCE TO A GUEST?
• Show them the way to the location
• Tell them what’s available
• Describe the contents of the experience using Power Words
POWERFUL SELLING WORDS- Fully equipped - Elegant- Magnificent- Exclusive- Beautiful View- Superb- Genuine- Luxurious- Unique
- Welcoming staff- Tempting- Irresistible- Exotic- Amazing
LEARNING HOW TO SELL BETTER
Selling by suggesting
Handling Objections
Selling higher category room type
Describing the suggested room type
Positive buying signals/confirm the room type
Dealing with “no”/offering alternatives
Overcoming hesitation
Checking satisfaction
SELLING BY SUGGESTING
How does it help us if we give suggestions rather than waiting for the guest to make up his or her mind?
It saves time
It helps project a better image
It increases the sale
When is the best time to make a suggestion?
When you reconfirm the reservation and room type
When the guest asks about the facilities, size of the room, view etc.
When you are invited to
QUESTIONS A GUEST MAY ASKWhy are you selling me?
What are you selling me?
What is the difference?
"So what"?
How much?
"Because you are travelling with your family
I suggest you try one of our junior suites …
The difference is that you have separate living area
Which means that your child will have plenty of space to play around in, and that when he sleeps you and your wife can relax andwatch TV without disturbinghim
And it's only a supplement ofUSD…….
GROUP ACTIVITY- 4 MINUTES What is the difference between
“Advantages” and “Benefits” in connection to “Up selling” ?
(Group 1) Please list the advantages the guest may
have if being up sold
(Group 2) Please list the benefits the guest will enjoy
if he takes the up sell
KEYS TO UNDERSTAND
The Difference Between Advantages And Benefits
Identify Guest Needs
Screen The Needs
Identify The Right Room
Use The Advantages And Benefits To Influence The Sell
Find The Selling Triggers
Introducing Upselling
BUYING SIGNALS
A buying signal is a reaction; something that the guest says or does which tells us how he feels about our suggestion
What sort of reaction and signal do you get from a guest?
Positive (interested – green light)Negative (Not interested – red light)Hesitate (Not sure – amber light)
POSITIVE SIGNALS
Can you think of any signals that tell us that the guest has a positive reaction to our suggestion?
They could be Spoken Signals (things they say)
or
Silent Signals (things they do)
POSITIVE SIGNALS
Spoken Signals – What sort of things do guests say that show a positive reaction?
Asking a questionSaying something good about the item
Silent signals - Guests reactions are often shown in their body language
Head & faceHands & armsBody & legs
NEGATIVE BUYING SIGNALS
Body Signals like:
Shaking Of Head, looking disinterested, turning away
In addition to silent signals guests often simply say “no!”. There are three ways a guest can say “no”
The unfriendly or definite “NO” The general “NO” The specific “NO”
UNFRIENDLY/DEFINITE NO
How should we handle this type of guest?
Let the guest decide for himself – don’t make any further suggestions unless he asks for some
Give him space, move away until he is ready; avoid doing anything that might cause offence. Possibly advise other associates
GENERAL NO
A general “NO” indicates a disinterest in the whole category of room types
How should we handle a general “NO”?
Sometimes “NO” means “Persuade me” if the clients body language is relaxed
PRICE OBJECTION
“That sounds expensive”
Empathize/agree/Explain why it is expensive
Offer alternative which will satisfy guest’s requirement in a similar fashion
OVERCOMING HESITATION
Use powerful & enthusiastic expressions: It is luxurious It is fully equipped It is exclusive
As a professional salesperson, you know your product. To overcome hesitation, show off your knowledge and your confidence
ENCOURAGE
How do we encourage a guest to buy?
Speak and act with confidence, give your personal guarantee
BODY LANGUAGE
What sort of actions might let the guest see that we are getting impatient?
Tapping or clicking our pens
Looking around the room
Checking our watch
Moving too close to the guest
Tapping our foot
Fidgeting
CHECKING SATISFACTION
What are some of the advantages to checking satisfaction?
Show we careProfessional imageIf something is missing we can rectify
without delayIf there is a problem we deal with it
quickly and quietlyThere is a chance to sell something else
TIMING
When is the best time to check
on satisfaction?
Soon – 5 to 10 minutes after guest reaches the room
During the show around
TIMING
Why check so soon?
• If there is a problem, the longer we leave it the more upset the guest is going to be.
WHAT NOT TO SAY
Is everything ok?
Any problems
Any Complaints
Was that good?
Is it delicious?
HANDLING GUESTS REACTIONS
What to do if the guest is happy?•Thank the guest, smile•Give your name and ask guest to contact you should they need any further assistance
What to do if the guest is unhappy?•Apologize•Find out why•Act to fix the problem and/or refer to the supervisor•Possibly warn the other service staff
THE LEARNING LOOP
Recognize skills
BenchmarkYourself
MeasureResults
PracticeOn the job
PlanImprove-ment
Improving yourPerformanceSelf-developmentprocess
QUESTIONS?
SUMMARY
Don’t worry if a guest says “no” to your suggestion
Not all your suggestions will be accepted, and that is ok – don’t take it personally.
Guests say “no” because they don’t want your suggestion, not because they don’t like you
Even guests who do say “no” will appreciate your efforts to be helpful and professional
SUMMARY
Don’t be scared or bothered by objections. The main thing is to handle the objections with confidence.
If a customer challenges your suggestion, be ready to answer back with confidence.
If you are selling something, be prepared to say WHY you suggested it
Often a customer will buy our suggestion even after giving an objection. Just like us we sometimes say “It’s expensive but still buy it
HANDLING OBJECTIONS
Don’t be scared by an objection
We will often face objections
Guests will challenge you
Some customers just say “no” to our recommendations
ALREADY DECIDED
Some guests have already decided what they want: when we attempt to sell something else they say “No I would rather have…”
Reinforce the guest’s choice
Eg. If the guest has chosen Club Room, say: Good choice Mr/Mrs Smith, the Room has a fantastic view
REMEMBER
You first have to care for the guest, he / she must feelthat your priority is his / her comfort and delight
Repeat customers are vital to the business, sellthe product the guest wants, not what you want to sell.
Excellent service = Excellent sales
THANK YOU