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