FRONT OFFICE UPSELLING

• 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

• 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

What should we keep in mind when we think of UP selling?

Who are our guests?

• Business • Leisure

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 needs• Recommend the facilities and services• Take 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 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

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 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

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 LoopRecognize 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