FRONT OFFICE UPSELLING : 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 Definition of Up selling Contents of the program : Contents of the program Identify sales opportunities
Build rapport with guests
Match guests’ needs with appropriate products
Describe the advantages of every available room category and their benefits to guests
Make recommendations clearly and confidently
Track your upselling results Slide 4: What should we keep in mind when we think of UP selling? Who are our guests? : Who are our guests? Business Leisure WHAT DO OUR GUESTS WANTS : WHAT DO OUR GUESTS WANTS Valued
& Taken Care Of Treated Honestly
Given Choice FEEL LIKE
INDIVIDUAL Selling the hotel : Selling the hotel Recognize when you have an opportunity to sell
Listen to the guest’s needs
Recommend the facilities and services
Take the opportunity to sell a better service or product Outcomes : Outcomes Increase guest satisfaction
Increase the average room rate
Increase conversions Upselling techniques : Upselling techniques Always use : : Always use : Your Ears….
Heart….. What do you use eyes for? : What do you use eyes for? Eye contact
Read body language (identify guests
needs) What do you use your ears for? : What do you use your ears for? Listening to find out guests needs What do you do with your mouth? : What do you do with your mouth? Smile - establish rapport
Speak / sell / describe / convince What do you do with your heart? : What do you do with your heart? Care for the guest How do we sell an experience to a 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 : Powerful selling words - Fully equipped - Elegant
- Beautiful View
- Welcoming staff
- Amazing Learning how to sell better : Learning how to sell better Selling by suggesting
Selling higher category room type
Describing the suggested room type
Positive buying signals/confirm the room type
Dealing with “no”/offering alternatives
Checking satisfaction Selling by Suggesting : 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 Slide 19: 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 ASK : QUESTIONS A GUEST MAY ASK Why are you selling me?
What are you selling me?
What is the difference?
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 and
watch TV without disturbing
And it's only a supplement of
USD……. Group Activity- 4 Minutes : Group Activity- 4 Minutes What is the difference between “Advantages” and “Benefits” in connection to “Up selling” ?
Please list the advantages the guest may have if being up sold
Please list the benefits the guest will enjoy if he takes the up sell KEYS TO UNDERSTAND : 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 : 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 : Positive Signals Can you think of any signals that tell us that the guest has a positive reaction to our suggestion? Slide 25: They could be Spoken Signals (things they say)
Silent Signals (things they do) Positive Signals : Positive Signals Spoken Signals – What sort of things do guests say that show a positive reaction?
Asking a question
Saying something good about the item
Silent signals - Guests reactions are often shown in their body language
Head & face
Hands & arms
Body & legs Negative Buying Signals : 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 : 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 : 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 : 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 : 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 : Encourage How do we encourage a guest to buy?
Speak and act with confidence, give your personal guarantee Body Language : 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 : Checking Satisfaction What are some of the advantages to checking satisfaction?
Show we care
If something is missing we can rectify without delay
If there is a problem we deal with it quickly and quietly
There is a chance to sell something else Timing : Timing When is the best time to check
Soon – 5 to 10 minutes after guest reaches the room
During the show around Timing : 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 : What not to say Is everything ok?
Was that good?
Is it delicious? Handling Guests reactions : 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?
Find out why
Act to fix the problem and/or refer to the supervisor
Possibly warn the other service staff The Learning Loop : The Learning Loop Improving your
process Slide 40: QUESTIONS? Summary : 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 : 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 : 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 : 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 : Remember You first have to care for the guest, he / she must feel
that your priority is his / her comfort and delight
Repeat customers are vital to the business, sell
the product the guest wants, not what you want to sell. Excellent service =
sales Slide 46: THANK YOU