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