up selling

1

Front Office Up-Selling

2

We all have a history •Their Name•Their Job Title•3 descriptive words to sell themselves•Their objectives for attending this programme

3

What are you looking for with this program?

What do you want to achieve at the end of the course?

4

2008

AED 17,402,588.22USD 4,741,849.65

5

What is the biggest employee incentive?In just 1 month:

AED 650USD 185

Does anyone mind making that much extra money per month?

6

Don’t forget, the company success is your success and security

7

Programme Outline

• Programme Introduction• Selling and Up-Selling• Sales Techniques• 4 Stages of Up-Selling• Seeking Agreement• Programme Close

8

Programme Objectives:By the end of this programme you will be able to:• Define what is selling and Up-Selling• List the 5 stages of selling• Demonstrate the 4 stages of Up-Selling• Handle the 5 possible guest responses to your Up-Selling• Explain how to accurately record your Up-sell’s

9

Domestics:

TimingsPhonesCoffee BreaksSmokingToiletsHealth & Safety Workbook

10

What questions do you have?

11

What are the necessary tools you are provided with to complete your job?

12

Selling and Up-Selling

13

Objectives:By the end of this session you will be able to:• Define selling, Up-Selling and upgrading• Explain what is a feature and give 2 examples• Explain what is a benefit and give 2 examples• Demonstrate how to use the Up-Selling grid•Explain the 3 groups who benefit from Up-Selling and give 1 benefit per group

14

Mr. Smith & Family

15

Mr. Okinawa

16

Mr. & Mrs. Dolan

17

Mr. Miller

18What is selling?

19

Selling is offering a product or service to meet a customer

need

20What is up-selling?

21

An up-sell is an opportunity to introduce and sell to a customer a

higher category of product that the guest is not aware of or has

not experienced beforeFOR FREE

23

What is a Feature?

• It is the difference between one room and another

• What is special about this room?

• Distinctive elements

24

What is a Benefit?

• What will the room bring for the guest?

• What is there in it for the guest?

• How will the guest gain from this room?

26

AmwajRotana - BARRoom Type Supplement - BAR

FromTo Classic

RoomPremium

RoomClub Rotana Classic Suite Club Rotana

SuitePresidential Suite

Classic Room 100 300 1300 1800 3000

Premium Room 200 1200 1700 2900

Club Rotana Room 1000 1500 2700

Classic Suite 500 1700

Club Rotana Suite 1200

27

Who is winning when we up-sell

• The Guest

• The Hotel

• Team members

• Increased satisfaction• Increased revenue• We get incentive

28


29

Sales Techniques

30

Objectives:By the end of this session you will be able to:• State the 5 stages of selling and explain how to complete each stage• Explain what is relationship selling• List 3 selling tips and explain how to use them

31

5 stages of selling• Attention• Interest • Desire• Conviction• Action

32

Attention

33

Interest

34

Desire

35

Conviction

36Action

37

What is “Rapport Selling”?

38

Rapport selling is when the sales person builds a rapport with the guest and the guest reciprocates. Then the sales person would sell the product

and the guest would buy as they trust the salesperson

39

Note

Did you know that it costs more than five times as much to get a new customer as it does to keep an existing customer?

40

Listening to the Guest

Listen to every detail shared by the guest because it could be important for your sale

41

You might be tempted to sell the guest the highest category of room but he only needs your deluxe room

Focus on Guest Needs

42

Bring your message closer to home and grab their attention more quickly by relating the product to them using words like, your room, your balcony

Use the right Words & Language

44

4 Stages of Up-Selling

45

Objectives:

By the end of this session you will be able to:• List the 4 stages of Up-Selling• Explain the first 3 stages of Up-Selling and demonstrate them in a role play• Identify opportunities to Up-sell back at work

46

4 stages of up-selling• Identify opportunities • Tune in• Match needs• Seek agreement

47

Identify opportunities

48

Opportunities Prior to guest arrival:• Booking channel

• Length of stay

• Room type booked

• Special requests

• Number of people

49

Opportunities when guest arrives:• Number of luggage• Number of people• Car• Watch• Laptop bag• Airline tags• Credit cards• Clothes, accessories

50Tune in

51

Tuning in:• Smile• Be pleasant • Tone of voice• Eye contact• Welcome/ Greet• Use guest name• Ask questions• Recognize repeat guests

52Match Needs

54

Guest Categories

• Work • Meetings/ Entertaining

• Relaxing/ Leisure

• Special Events

55

How do we know what the guest is coming for?

56

Question Types

• Open• Closed

57

A closed question can be answered with either a single word or a short

phrase

Closed questions

58

Closed questions

• They give facts• They are easy to answer• They are quick to answer• They keep you in control

59

Examples of closed questions

• A question to start a conversation• For testing understanding• For checking satisfaction• For seeking a closure

60

An open question is likely to receive a long answer, more than a yes or no.

61

Open question

• They ask the respondent to think and reflect• They give opinions and feelings• They hand control of the conversation to the guest

62

Asking questions give you:

• Control• Information• A chance to Listen• An opportunity to Bond

63

As long as you keep asking questions, you are in control of the conversation

64

Information is power and what you get from questions is information. If you are careful with your questions you can discover all kinds of useful

information

65

Questions give you relevant information which will help you

matching the guest needs, as long as you actively listen

66

Questions that reveal personal details gives you the opportunity of getting closer to them and forming a bond

68

What brings you to our hotel?

The up-selling process:

Mr. Smith, we do have your King Classic Rooms availableBut because you are here for holiday, may I suggest our Classic Suite?Our Classic Suite is 41 square meters, which means more space to unwind and relax together with your family

69

In addition, you have a separate living area which means you children can watch their own TV shows separately in the living area rather than bedroom And it will only cost you an extra 550 AED plus taxes per room per nightWould you like me to organize that room for you?

70

Role Plays

71

Seeking Agreement

72

Objectives:By the end of this session you will be able to:• Explain the 5 guest responses• Demonstrate how to handle guest responses

74

Would you like me to Organize that room for you?

75

Yes

Possible answers:

No Maybe

$ upgrade

76

Praise the decision of the guestIf answer is non verbal , confirm the sale

77

Praise the original room

No:

78

Give the guest one more feature and benefit

Hesitation:

Show the guest the room

79

You can see what great value the difference in the price attracts, as I

cannot discount any further why don’t I allocate you to your original room,

which a nice room

80

Upgrade

Unfortunately, I am unable to upgrade, however the room type you have

booked is excellent

81

Role Plays

82

Up-Selling Procedures

83

Objectives:By the end of this session you will be able to:• Explain the Rotana Up-Selling policy• Explain how to record Up-sells• Demonstrate Up-Selling as per Rotana standards

84

When is an up-selling valid

Selling upon check in to a higher category of room type than the

original room booked that the guest has not experienced before

85

How do we record up-sellling?

87

Up Selling Summary for Front OfficeSr.No Cashiers Cloak No: Total Upsold Revenue Total Commission Remarks

1Louella Niebres 7,400.00 555.00 2Tamer Allam 8,700.00 652.50 3Marilyn Caballero - - 4Anna Boykova - - 5Mustafa Ahmed 7,200.00 540.00 6Farukhruz 4,600.00 345.00 7Charie Ann - - 8Rossin Guaves 1,700.00 127.50 9Chona Aureada 7,500.00 562.50

10Rachel Abaya 1,100.00 82.50 11George Mwai - - 12Marian Fernando - - 13Svitlana Odenchuk - - 14Happy Dlipi 1,800.00 135.00 15Suphannee Anantawan 200.00 15.00 16Grace Rom - - 17Dorothee Vadella 2,100.00 157.50

Total 42,300.00 3,172.50

88

Up selling Summary For 1 Employee

Name Of the GSA : Louella

SR.No ResvGuest Name

Room No Stay Details Room Type Rate Rate

Upsold Revenue Stay

Upsold Revenue

Payable per Upsold

No. ARR DEP From ToCod

e From To Per Day Nights Per Stay

0.08

1 8789078 Mr. Al Saud 1204 03/Feb/11 10/Feb/11 KP KX BAR

700.00

900.00

200.00

7 1,400.00

105.00

2 8697620 Mr. Ury 2109 03/Feb/11 06/Feb/11 KC KX

200.00

3

600.00

45.00

3 8794040 Mr. Artner 1902 03/Feb/11 04/Feb/11 KC KX

200.00

1

200.00

15.00

4 8799694 Mr. Alzhan 1805 05/Feb/11 07/Feb/11 KC KP

100.00

2

200.00

15.00

5 8697077 Mr. Kauer 1816 05/Feb/11 14/Feb/11 KC KX

560.00

760.00

200.00

9 1,800.00

135.00

6 8765749 Mr. Orlov 1016 08/Feb/11 12/Feb/11 KP KX

956.66

1,156.6

6

200.00

4

800.00

60.00

7 8831230 Mr. Korskow 1701 10/Feb/11 15/Feb/11 KC KP

900.00

1,000.0

0

100.00

5

500.00

37.50

8 8802889 Mr. Suyazov 804 15/Feb/11 01/Mar/11 KC KP

100.00

14 1,400.00

105.00

9 8786109 Mrs. Burnett 1916 19/Feb/11 24/Feb/11 KC KP

720.00

820.00

100.00

5

500.00

37.50

1,400.00 50 7,400.00 555.00

89


90

Have we achieved our goals, let us

check

up selling

Documents