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1、Front Desk UpsellingWelcome to Front Desk Upselling Serving clients professionally is something you already do very well.You welcome guests,answer their enquiries,provide helpful information,respond to telephone calls,manage the computer and juggle multiple requests.This is very demanding work!Hotel
2、 professionals take pride in their work,knowing that each act of service helps contribute to the hotels success.Skills You Will LearnIdentify which arrivals represent sales opportunities.Build rapport with guestsUnderstand guests needsMatch guests needs with appropriate products and servicesRecommen
3、d products and services clearly and confidentlyDescribe the features and advantages of every available room category and their benefits to guests.Gain more positive responses to your recommendations.Track your conversion and upselling resultsLearning Loop RecognizeSkillsPracticeOn-the-jobBenchmarkYo
4、urselfMeasureResultsPlanImprovementImprovingPerformance:A Self-DevelopmentProcessGoals of the programmeTo improve Guest Satisfaction.To increase Revenue and improve the Average Room Rate.Our Road MapStep 1Setting goals(Our goals)Guest needs(Our guests)What we can sell(Our product)Step 5Management Br
5、iefingRecognition&rewardsStep 4Coaching at The DeskStep 3Upselling practiceMechanics of sellingQuestions&answersStep 2Stages of selling-tune In-Identify Opportunities-Confirm AgreementWHAT IS an“UPSELL”?To book into a higher category than originally requested.An Upsell is an opportunity to introduce
6、 and sell to a customer a higher category of product that the guest was not aware of or the guest had not experienced previously.Advantages&BenefitsThe key to upselling is to convince the guests that a higher room category is worth the price difference.To do this,you need to show the guests why they
7、 will be better off in a higher room category.The best way to convince guests is by explaining relevant advantages and benefits.ADVANTAGES:The difference between one room and another.Whats special about a room category?Distinctive elements,e.g 2 line telephone.BENEFITS:The way in which our room prov
8、ides value.E.g a 2 line telephone means that you can receive calls while doing e-mail.Advantages&BenefitsThe“FAB”FrameworkF Features Fixtures,Room,Bed,Air-Con.,TV,Minibar,Hair Dryer,Bathroom,etc.A Advantages detain/Special Difference 2 types of bed choice,Self-control,22 Channel,Security,Convenience
9、,etc.B Benefits How does it keep,Sleep comfortable Good View/bright Sunny The“FAB”FrameworkCategoryAdvantagesBenefitsBuyersThe four needs of a customer1.Working2.Meeting/Entertaining3.Relaxing4.WOW!The Four Stages of sellingTune In Identify OpportunitiesMatch NeedsSeek Agreement 休息一会儿休息一会儿，马上回来哦马上回来
10、哦!TEA BREAKThe Four Stages of sellingTune In Identify OpportunitiesMatch NeedsSeek Agreement Stage One-Tune In How do you tune-in to a customer?-Smile-Pleasant tone-Eye contact-Welcome greeting-Ask polite conversational questions-Recognition of repeat guests-Appropriate compliments-Noting the guest
11、mood and responding accordingly.Stage Two Identify Opportunities-Grooming-Words-Behavior-Belongings-Credit card-Just ask some questions We can ask three types of questions.They are:1.Non sales questions.2.General sales questions.3.Direct sales questions.Questioning StrategyStage Three-Match needsRes
12、tate the needs(why)Suggest an Upsell(what)Explain the Benefits(difference&so what)State the Price(how much)PositiveHesitationNegativeStage Four Seek AgreementAll signals can be both verbal and non-verbal.The basic scriptMr.H.Lee who is a private businessman arrives on his own.He has not stayed in your hotel previously.He is currently booked in the basic room in the hotel.Congratulations!Great success for your Upselling