【正文】 iver to our customers. Recognising selling opportunities Case Study Scene: Hilton lobby somewhere It is 10:38am. A guest and here female panion have just checked out of the hotel and appear to be waiting for someone. They take a seat on the lounge outside the lobby caf233。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。s create the scenario of a gentleman who enters our hotel for an overnight stay. We39。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。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 each step and think about how you will adapt it to your own style of selling. Session 4 ??I C O N K E Y ? Overhead ? Question ? Group discussion ? Workbook exercise Review session one F R O N T O F H O U S E S E L L I NG 70 4 steps to sales success The Funnel Technique 1. Greet and build rapport 2. Uncover needs 3. Make remendations 4. Gain agreement. The Funnel Technique ??F R O N T O F H O U S E S E L L I NG 71 Roleplay Who you are: Your situation: F R O N T O F H O U S E S E L L I NG 72 Step 1: Greet and build rapport We all know that first impressions are very strong. They give an early impression of the standards of service we offer. First impressions have a strong influence on customer39。s two cooked breakfasts? Is that correct? Using questions to define needs Write a question that you might use to uncover a need in each case. 1. Customer to waiter I39。s the restaurant downstairs like? Roleplay Steps 1 amp。ve built rapport with the customer and they are more likely to trust your judgement when you take the lead. This step is crucial to your effectiveness as a sales person in the hotel. This is the step where you can make the difference between what the original order might have been and the value you can add to the guest39。re trying to do. 3. We39。s role: Situation: Opening line: Using this situation as your starting point, roleplay with your partner, with you playing the role of customer initially. ??F R O N T O F H O U S E S E L L I N G 84 Activity 2 Selling situations In the following sales situations you are required to role play with your partner. Situation 1 Receptionist A businesswoman has just checked in and tells you that she really needs to do some work to prepare for a meeting next day but it39。s not on the room service menu. F R O N T O F H O U S E S E L L I N G 92 Personal Action Plan Personal Action Plan for (name) Date: Select three skill areas that you would like to improve. 1. 2. 3. Write an action plan to improve your skills. Include specific activities and dates you plan to start and plete. Skills Improvement Activity Start Date Complete Date ??F R O N T O F H O U S E S E L L I N G 93 Congratulations! You have successfully pleted Front of House Selling training! Challenge yourself to apply your new skills to strengthen customer interactions and professionally represent Hilton. Thank you for your participation! F R O N T O F H O U S E S E L L I N G 94 Front of House Selling Scale 1. Very Satisfied 2. Dissatisfied satisfied satisfied nor dissatisfied How would you describe your overall level of satisfaction with the course? 1 2 3 4 5 How satisfied were you with each of the following: Overall content 1 2 3 4 5 Facilitation 1 2 3 4 5 Materials 1 2 3 4 5 Length 1 2 3 4 5 Room (temperature, conditions etc) 1 2 3 4 5 Please provide any additional ments: My expectations were: Not met Met Exceeded Please explain: