【正文】 concluded that its up to us to describe, motivate, convince and tempt our customers to buy.In this session we39。ve been caught out before with an overnight service3. Customer on telephone to reservations I39。 3Step 4: Gaining AgreementOnce you have successfully pleted the first three steps this final step almost bees a formality. By this step your customer will have given you some strong visual and verbal cues to indicate to you whether or not it is time to plete the sale.Signals of agreementStep 4FRONT OF HOUSE SELLING78List signals of agreement below.Handling Objections4 critical success factors gaining agreement1. Gaining agreement is woven into the other parts of the sales process. By the time you39。t cost too much.FRONT OF HOUSE SELLING88Situation 9 PorterA guest approaches you in the lobby asking if there are any cafes close by.Situation 10 Front Desk OfficersYou overhear a guest saying to another guest that she doesn39。s do it.4. Listen to cues, when the timing is right guide the customer forward.Powerful closing statementsFRONT OF HOUSE SELLING80Roleplay Steps 1, 2, 3 amp。ve developed our skills of rapport building and uncovering needs. Throughout this activity we39。s needs? Listen carefully and observe body language.? Ask question to better understand specific needs and to identify additional sales opportunities.? Confirm that you understand what your customer has told you.This is where we bine questions in a sequence to build understanding.AskLet39。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。ve a driver ing for us and were meeting someone here before we go.Concierge: Very good. One of us will e and inform you when your driver arrives.Ms DeMarco: Thank you (smiling)A short time later, the women are joined by a teenage girl, who sits beside them reading a magazine. Some half an hour later the concierge approaches again to announce the arrival of their driver. The women thank him and shortly after depart the hotel.What selling opportunities were missed?Which other hotel staff, not mentioned in the case study, could have been more proactive?What makes up the message?What makes up the message?FRONT OF HOUSE SELLING55Interpreting messagesInterpret the following messages and identify what opportunities may exist to sell.A customer dining in the restaurant at lunch catches your eye as you exit to the kitchen.A caller to reservations hesitates before stating she needs to stay in the city on the weekend.A patron in the bar is perusing the cocktail list.FRONT OF HOUSE SELLING56A caller to room service hesitates when you ask if he would like some dessert with his order.An officious caller to reservations wants to make a booking for a valued client.A female guest at breakfast stands by the hot buffet with a look of frustration.A guest who is checking in appears disgruntled when the receptionist confirms her room is an executive room. FRONT OF HOUSE SELLING57An immaculately dressed businessman clutching a novel sits down on a lounge in the bar.While you set out a room service dinner in a guestroom the guest makes a huuumfff sound while peering into the minibar.A young man enters the caf233。Front of House SellingPARTICIPANT WORKBOOKFRONT OF HOUSE SELLINGCustomer Focused SellingIntroduction and weleWele to this training session on improving our front of house selling skills. This is a oneday course that has been especially developed for Hilton International. It has a very simple structure. During the first two thirds we will focus on structure and theory and in the last third, we will apply what we have learned in practice sessions relevant to our own departments. Session one will last about 1 hour and 45 minutes. Here we will set the groundwork for the rest of the day. We will look at what selling is, how it differs from order taking, what elements must be present in an effective customer focused sale and what impact it can have on our productivity.In session two we closely examine what our products and services mean to our customers and how