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 Respected Recognised Secure Safe Confident Supported & Taken Care Of Treated Honestly & Fairly No Discrimination Empowered Informed Given Choice FEEL LIKE AN 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…. Eyes…. Mouth…. 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 - Magnificent - Exclusive - Beautiful View - Superb - Genuine - Luxurious - Unique - Welcoming staff - Tempting - Irresistible - Exotic - Amazing


Learning how to sell better :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 :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? "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 and watch TV without disturbing him 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” ? (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 :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) or 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 Professional image 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 on satisfaction? 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? Any problems Any Complaints 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? Apologize 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 Performance Self-development 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 = Excellent sales


Slide 46:THANK YOU