Basic Selling SkillBasic Selling SkillBy: Arnold Pallo
Purpose of selling skills
Step in selling What to Sell. Selling By
Suggestions. Handling
Objection. Overcoming
Hesitation. Selling Additional
Item.
Selling Related Items.Selling High Profit /
Quality Items.Closing The Sale.Offering Alternative.Checking Satisfaction
The purpose of doing selling skill
-More professional-build rapport
-Save time-reduce cost
-Increase sales
Definition of Up SellingDefinition of Up SellingEncouraging more than one sale per
customer Selling the right thing to the right
customer We can advise the guest of the
availability of something they may not event know they want
Making the customer aware of what we have to sell
Objective:Objective:
At the end of the session, the participation will be able to:
- Increase the establishment’s food & beverage revenue- Improve selling techniques and develop professional
selling skill.- Achieve higher customer satisfaction.
- Happy Management.
Order taker VS Order makerOrder taker VS Order maker
Order taker If the person just
take order from the guest without any suggestion or ask and checking any additional.
Order maker If the person not
only take the order from the guest but he/she can make the guest order by your suggestion.
How to increase the revenue and How to increase the revenue and profit for the companyprofit for the company
Up selling
Minimize expenses
Steps in SellingSteps in Selling
Welcoming and great the guest when they just arrive. You should approach the table confidently and great the
customer with a great big smile, event if you are too busy to serve a table you should still go to the customer, greet them and inform them that you will return in the moment.
While the customers are reading the menu, it is good time to suggest the menu items such as Chef special, soup of the day
, and the promotions (never try to force or embarrass a customer into accepting something which they do not want.
When you come to take the order be prepared to answer the
customer. Know your menu, be familiar with the ingredients and preparation of each item, and learn how long it takes to cook each particular dish. If the customer asks you questions about the menu and you answer confidently and correctly, they will have confident in you and respect your knowledge
When a customer is three quarters finished with his cocktail ask if another is required. If customer should order a main course only, suggest an appetizer
What to SellWhat to Sell
Related ItemsAdditional ItemsLarger quantitiesHigh Profit / quality itemsSubstitute / alternative Items
Selling By SuggestionSelling By Suggestion
What the benefit of giving recommendation to the customers ?
1. Timing (efficient)2.Selling high profit / quality items.3.The guest know the promotion Package.4.You look more Professional.5.Guest satisfaction.
The Step in selling by suggestionThe Step in selling by suggestion
Specific.Related product and service.In the right time.Introduce and show the product as a
sample.Tell the guest about promotion and
Special offered.
Over coming hesitationOver coming hesitation
Give an example by telling that the item is one of the favorite.
By share good experience from other guest.
Make guest confident from your suggestion.
Selling additional ItemSelling additional Item
Suggest salad/ starter for food if they just order main course
………………………..
Selling Related ItemSelling Related Item
Grilled beef or steak – with bottle or glass of wine.
Dessert – you can offering Cup of tea or coffee.
Selling High Profit / Selling High Profit / Quality ItemQuality Item
Fresh juicesCocktail, MocktailSalad/ starter, dessertGlass of wine.After dinner drinks (cognac/ armanac)Buffet Break fast – Lunch – Dinner.
Closing The SaleClosing The Sale
The most important thing of up selling if you can make the guest to order from you
suggestion and recommendation.
Offering AlternativeOffering Alternative
If the guest doesn’t want to order what you suggest to them try to offer alternative.
Example:- “What about…”- “Perhaps you’d like…”- “Have you tried…’- “The Chef special is…”
Checking SatisfactionChecking Satisfaction
It is the time to check the guest satisfaction by checking during their meals.
Example;- “How is your……”- “Did enjoy your…….”
Why is important to check Guest satisfaction?
SHOW WE CARE PROFESSIONAL IMAGE
IF SOMETHING IS MISSING WE CAN BRING IT QUICKLY & QUIETLY
CHANCE TO SELL SOMETHING ELSE IF GUEST DISLIKES WE CAN CHANGE IT.
The best time to chech- 2-3 minutes after the meal is served
- - during meal period
WHAT IF WE ARE TOO BUSY?
IF YOU’RE REALLY TOO BUSY TO CHECK AT THE APPROPRIATE TIME THEN CHECK AT THE END OF THE MEAL
HOW MANY TIMES SHOULD WE CHECK DURING THE MEAL
- CHECKING BACK AFTER EACH COURSE IS TOO MUCH. THE GUEST WILL FEEL DISTURBED.
- CHECK EACH TABLE TWICE, MAXIMUM TWICE.
What to do if the guest is happy?
THANK THE GUEST & SMILE
WHAT TO DO IF THE GUEST IS UNHAPPY
1. APOLOGISE2. FIND OUT WHY
3.ACT TO FIX THE PROBLEM & /OR REFERTO MANAGER / SUPERVISOR
4. POSSIBLY WARN OTHER SERVICE STAFF
Thank you
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