for homestay operation - mekong tourism...wild animal watching, participating in working on terraced...

Module 5: MaxiMizing sales

Local tours:• Village walk

• Boat trip

• Forest trek

• Bicycle tour

Price listVND 50,000

VND 30,000

VND 20,000

VND 30,000

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VND100,000

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esrt programme

TRAINING FOR

HOMESTAY OPERATION

PAGE

Module introduction

Potential items for

sale

Design the price list

set up the displaying

table

Communicate to guests

Topic 1Snack, beverage and souvenir sales

Topic 2Village tours and other services

Conduct a sample tour

Map local tour routes

PAGE

Hand-outs activities english

• Discuss why it is important to maximise sales• Show participants some pictures of sample displaying tables and ask if they know items for sale in the picture.• Invite participants to share their prior experiences of maximizing sales in their homestay.

• Potential items for sale: providing additional services to guests during their stay in homestay such as snacks, drinks and souvenir items beside accommodation services would help increase income for the homestay owner significantly.

• Designing a price list: tell guests what is available for sale.

• Setting up the display table: items for sale and the price list are put up on a display table which is arranged nicely and easily accessible to guests.

• Communicate to guests: homestay operators inform and invite guests to buy their items in various ways including signs, tour guide support, or directly introducing them to guests.

• Map of local tour routes: on a base map of the area, draw a series of small arrows or lines that will show possible tour routes in the local area.

• Conduct a sample tour: based on the map produced above, develop a 90 minute tour that can be used for visitors.

MINS30

Module introduction

Time:

PAGE


• Boat trip

• Forest trek

• Bicycle tour


VND 30,000

VND 20,000

VND 30,000

VND 30,000

VND 20,000

VND100,000

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VND200,000

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1

Potential items for sale

PAGE


• Brainstorm on what they have available for sale in homestay. • Flash card matching: arrange sale items into appropriate columns of categories.• Brief further discussion on what types of products would be best suited for different types of guest?• Flash card matching: match items for sale with potential suppliers and further describe their business relationships.• Discussion: on managing payments

• snacks• Beer• soft drinks• souvenir

Basic needs of guests in homestays:• snacks• Drinks• Toiletries• souvenirs

Tip: Think about who your guests are to stocking up items for sales.

How to source the supplies:• local traders• local markets or shops in the town• Homemade items• Craft makers

Managing payments: There are different strategies for taking payments for items on sale:

• Have a tin/a small bamboo basket with a sign saying “Please deposit your money here” for guests to deposit their money

• Have a sheet of paper or a book for guests to write items they have used so the homestay operator calculates the bill for each guest at the end of their stay.

1

MINS30

Potential items for sale

Time:

Designing a price list

Items / Hàng hóa Price / Giá

Water / Nước

Beer / Bia

Tea / Trà

Coffee / Cà phê

Chocolate / Sô cô la

Crisps/ Snack Khoai chiên

Soft drink / Nước ngọt

Bảng giá/ Price list Designing a price list

PAGE


2

• Discussion: What are main contents of a price list?• Brainstorming: How the design of a price list should be?• Practice: Use the provided templates to design the menu and the price list to put up in their own homestay.

• Tea• Coffee• shampoo• soap• Biscuits• nuts• Chocolate• Price

• Price list templates

Main content of the price list:• Pictures of items• name of the items (english or Vietnamese)• Cost

Design:• attractive, clean and clear• if no english is used: small pictures can be

drawn or stuck on the list. even labels from packets can be used to stick on to the list.

• similar items should be grouped together.

Tips: • Don’t forget when pricing to include a

percentage for profit!• Don’t forget to include a message about how

you want the guest to pay

MINS60

Designing a price list

Time:

Setting up a table display


• Boat trip

• Forest trek

• Bicycle tour


VND 30,000

VND 20,000

VND 30,000

VND 30,000

VND 20,000

VND100,000

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VND200,000

VND 100,000

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VND 50,000

VND 100,000

PAGE


• Analyse the flip file picture and make recommendations for improvement • Demonstration by the trainer on setting up the table with adequate explanation of the standards.• Participants practice setting up the table with supervision by the trainer.

Location of the displaying table

• sitting/ living area in the homestay• easy to see/ find• Conveniently accessible by guests• adequate lighting• easy to change, remove and refill the items

Displaying items• all items for sale • The menu (for foods and drinks items)• The price list• Table cloths: Keep the cloth clean• lighting• Payment collection tin (if necessary)

Arrangement of the items• Be creative – decorate the table. • Put items in traditional baskets, bowls or on small stands.• Tall items in the back• grouping by types of items • Tidy and clean• Price tags/ list in the front of the items• The prices can be marked individually on the items with price labels

instead of a price list.

3

MINS45

Setting up a table display

Time:

PAGE


• Boat trip

• Forest trek

• Bicycle tour

4

Communicating to guests

HOW MUCH?


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PAGE


• Role play of a buyer selling the items to a group of guests in homestay• Trainer observes and provides feedback on the selling skills

Common words in retail sales: • Q. What is this? a. it is a…[name of

product]• Q. Where does it come from? a. it

comes from…[name of village / place]• Q. What is it made from? (if it is

locally produced) a. it is made from… [name of material]

• Q. it is for eating? a. Yes, you can eat it. a. no, this is a souvenir item for you to bring home.

• Q. How much does it cost? a. it costs…[amount in VnD]

Good selling attributes:• self-confident: keep eye contact, speak

loud, clear and simple• Persuasiveness• self-motivating• good listening skill• Building strong relationship and a good

rapport with guests: invite guests nicely, demonstrate, say “thank you”.

• What is this• it is a…• What is it made from? • it is made from… • it is for eating? • Yes, you can eat it. • How much is it? • it costs…

4

MINS30

Communicating to guests

Time:

Selling techniques

This hand bag is well matched with this scaft

PAGE


• Group exercise: suggestive selling • Group exercise: Making add-on sales • Pair work: Up-selling

3 popular selling techniques:• Suggestive Selling: recommend

something to indecisive guests by using several suggestive techniques including descriptive language in a specific and appealing way

• Making Add-on Sales: try to sell more to the original order could increase more revenue

• Up-Selling: selling more expensive products or services than the one is originally ordered is important skill to increase more sale.

5

MINS45

Selling techniques

Time:

PAGE


• Mapping: Use a base map to populate icons depicting all things to see and do; draw lines to connect them to the village.• Discussion on interpretative information provided to visitors.• Group exercise: a mock tour

• Base map of the area • Tour• Transport

6

MINS75

What are interesting things to see in the local area?

• Mountains, forests, streams and lakes, birds, wild animals, terraced rice fields, shops, markets, temples, etc.


What are interesting things to do in the local area?

• Hiking/ Trekking, mountain climbing, bird or wild animal watching, participating in working on terraced rice fields, visit to local schools, markets or cultural monuments, learn handicraft production techniques

What are interesting activities for guests to do around the home?

• Join us to prepare dinner / lunch, learn how to sew a traditional item of clothing or embroidery, come and see how we plough a field with a buffalo, come and help us plant/harvest rice

Time:

ĐónggópTài liệu này được xuất bản với sự phối hợp giữa Chương trình Đào tạo kỹ năng du lịch có tác động cao cho khối lao động phổ thông (HITT) do Liên Minh Châu Âu tài trợ, Chương trình Phát triển năng lực du lịch có trách nhiệm với môi trường và xã hội (Dự án EU) do Liên minh Châu Âu tài trợ và Tổ chức Lao động Quốc tế (ILO) tại Việt Nam.

Các Dự án và tổ chức trên đã đóng góp vào việc xây dựng và phổ biến tài liệu này và sẽ sử dụng các tài liệu đào tạo để giúp đào tạo kỹ năng du lịch có tác động cao cho các nhóm hưởng lợi mục tiêu.

Tài liệu này được sản xuất với sự hỗ trợ tài chính của Liên minh Châu Âu. Chương trình HITT và ESRT hoàn toàn chịu trách nhiệm về nội dung của tài liệu này và nội dung đó không thể hiện quan điểm của Liên minh Châu Âu. Để biết thêm thông tin về sự hỗ trợ của Liên minh Châu Âu (EuropeAid), xin vui lòng truy cập http://ec.europa.er/europeaid/

Tài liệu được cấp quyền theo giấy phép Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License (tham khảo http://creativecommons.org/licenses/by-nc-sa/3.0/deed.en_US).

CoNTRIBUTIoNSThis series of materials has been produced in collaboration between the High Impact Tourism Training for Jobs and Income Programme (HITT) funded by the European Union, the European Union funded Environmentally and Socially Responsible Tourism Capacity Development Programme (ESRT), and the International Labour Organisation (ILO) in Vietnam.

These programmes and organisations contributed to the development and printing of this material and will be using these training materials to deliver High Impact Tourism Training to their respective target beneficiaries.

This publication has been produced with the financial assistance of the European Union. The contents of the publication are the sole responsibility of the projects HITT and ESRT and can in no way be taken to reflect the views of the European Union. For more information on EuropeAid, please visit http://ec.europa.er/europeaid/

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License (http://creativecommons.org/licenses/by-nc-sa/3.0/deed.en_US).

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