【正文】 aches the two women. Concierge: Excuse me Ms DeMarco, is there anything else we can arrange for you? Session 3 I C O N K E Y ? Overhead ? Question ? Group discussion ? Workbook exercise Review session two ??F R O N T O F H O U S E S E L L I NG 54 Ms DeMarco: No thank you, we39。s results overall. ? Show you practical steps and procedures for upselling and addingon. What is selling? ? ? ? ? ? Change. Consider alternatives To give an example, we can move from: ??Selling involves change ??F R O N T O F H O U S E S E L L I NG 43 ? ? ? ? ? ? In short, customer focused selling can be defined as: Changing our approach In the past, front of house staff have been asked to work on a reactive basis, receiving and serving customers efficiently and well. When we work on a reactive level we listen carefully to our customers and what they want. The customer guides and controls the discussion by approaching us and requesting and giving information. In order to be more successful in the future we need to adapt our role to a more proactive approach. Being proactive means taking the lead Reactive Proactive A reactive approach ??Definition of selling Changing our approach ??F R O N T O F H O U S E S E L L I NG 44 A proactive approach Value is…….. Qualities of a good sales person Value is… ??F R O N T O F H O U S E S E L L I NG 45 What does Mr/s Perfect Salesperson have? What does Mr/s Perfect Salesperson have? ??F R O N T O F H O U S E S E L L I NG 46 What do you use your eyes for? What do you use your ears for? What do you do with your mouth? What do you do with your heart? Win/Win It is important to remember that in your selling activity, the same as in service, your first priority is to care for our guest. He or she must feel that your priority is his or her fort and delight. Selling is all about delivering improved results for our guests and the hotel. The result is a win for us and a win for our guest. ??Win/Win ??F R O N T O F H O U S E S E L L I NG 47 Areas of opportunity Having looked at what39。s perspective. This will take about 1hour. Session three looks at the critical skills required to sell effectively. It covers the four basic munication skills that bine to enhance our selling skills. This session will last for about 2 hours. Lunch will follow. In session four we will cover a simple fourstep process for structuring the sale approaching the customer and building rapport, uncovering needs, making remendations and gaining agreement/making the sale. The theory ponent of this will take about an hour with a further one hour for practising the structure. Objectives Session 1 I C O N K E Y ? Show overhead ? Ask participants ? Group discussion ? Workbook review Session Structure ??Course objectives ??Course objectives F R O N T O F H O U S E S E L L I NG 42 Our objectives for this course are to: ? Help you develop an appreciation of the front of house sales culture being developed in Hilton Hotels. ? Introduce you to the concepts required to drive change in our approach to front of house sales. ? Introduce you to a simple framework for structuring proactive sales interactions with customers. ? Help you to develop an appreciation of the importance of understanding what our products and services mean to customers. ? Give you the munication tools to improve the sales at your department and the hotel39。s in it for the customer? about the item. Features, benefits, needs relationship Roleplay exercise Know your product ??Features, needs, benefits relationship ??Know your product ??F R O N T O F H O U S E S E L L I NG 52 Know which products have the highest margin For example: CONTRIBUTION TO MARGIN ITEM COST VALUE MARGIN PRAWNS STEAK Opportunities to upsell F R O N T O F H O U S E S E L L I NG 53 Communication Skills This session presents an overview of the munications skills essential to improving our sales effectiveness. As you go through this session, keep in mind that although each skill is discussed separately, you use them all together in actual sales situations. It first discusses the elements of messages between us and our customers. Throughout the session examples are given to illustrate how these skills apply to our department Review session two In session two we looked at the important differences between features and benefits. We also highlighted the significance of focusing on what our products del