希尔顿前台销售培训-工作手册

希尔顿前台销售培训-工作手册内容摘要：

E S E L L I NG 58 Listening 3 Types of questions Listening 3 Types of Question F R O N T O F H O U S E S E L L I NG 59 Write down 2 or 3 examples of each question type Open questions F R O N T O F H O U S E S E L L I NG 60 Specific open questions Write down 2 or 3 examples. Closed questions F R O N T O F H O U S E S E L L I NG 61 The thing to notice about these questions is that when they are put together in a sequence they form a very powerful way of uncovering customer39。 s needs and defining the detail of those needs so that we can make the right remendations when we e to sell. Here is a simple example: Suppose a guest calls room service Telephonist: Good afternoon Mrs Ong. How may I help you? (greeting open question) Mrs Ong: Yes I39。 d like to order some dinner from the children39。 s menu. Telephonist: What would you like to order? (open question) Mrs Ong: The ham and pineapple pizza please. Telephonist: What drinks would you like with that? (specific open question) Mrs Ong: What do you have? Telephonist: Do they like real fruit smoothies? (closed question) Mrs Ong: Yes. Two strawberry smoothies thank you Exercise Using the previous example as a guide, write down three customer scenarios. In each scenario the front of house sales person/attendant should attempt to ask a sequence of only 3 questions: one open question, one specific open question and one closed question. Scenario One F R O N T O F H O U S E S E L L I NG 62 Scenario Two Scenario Three Explaining When do you know it is time to explain or make a remendation? Explaining F R O N T O F H O U S E S E L L I NG 63 Three steps to present an explanation 1. For example: Well if you prefer a view over the harbour… 2. I remend you take a room on our executive floor. 3. You39。 ll really enjoy the spectacular views especially the view across to the city skyline. Powerful selling words  Paint a picture.  Appeal to the senses.  Create desire. Divide into pairs and list some powerful selling words. Examples might include: freshly squeezed orange juice, ice cold mineral water. Three steps to an explanation F R O N T O F H O U S E S E L L I NG 64 F R O N T O F H O U S E S E L L I NG 65 Group exercise Selling Mr X Let39。 s create the scenario of a gentleman who enters our hotel for an overnight stay. We39。 ll call him Mr X.. Using a flip chart or the space on the next page mind map the interaction between Mr X and hotel staff in the following front of house departments:  Reception  Porter  Room Service  Restaurant  Bar The objective here is to e up with a sequence of questions we might realistically ask Mr X. Now let39。 s follow Mr X and explore ways we might use our munication skills to sell to him at each service delivery area in the hotel. Let39。 s begin with Mr X alighting from his taxi and approaching reception (remember it may be necessary to approach him first to get a better understanding of his needs and how we can develop these opportunities into sales. Guests don39。 t always readily volunteer information about their needs). At Reception Good afternoon Sir, are you checking in? Selling Mr X. F R O N T O F H O U S E S E L L I NG 66 Mind Map Selling Mr. X Additional Notes: F R O N T O F H O U S E S E L L I NG 67 F R O N T O F H O U S E S E L L I NG 68 F R O N T O F H O U S E S E L L I NG 69 Structure of the sale This session introduces a four step procedure for developing and executing selling opportunities. Review session three So far we39。 ve talked about what selling is, our role in changing or influencing customer behaviour and what it means to be proactive. We39。 ve also examined our product, what it means to customers and how we municate effectively with our customers. At the end of session one we concluded that its up to us to describe, motivate, convince and tempt our customers to buy. In this session we39。 ll learn a useful 4 step procedure that we can use to develop and execute sales opportunities. You will have an opportunity in this afternoon39。 s workshop to practice these four steps and in particular to see how they relate to your role in your own department. For now the most important thing is to understand how the process works. Keep your own department in mind as we work through。