【文章內(nèi)容簡介】 ONT 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。 and anxiously looks around to see who is inside.Observing the customerObservingFRONT OF HOUSE SELLING58Listening3 Types of questionsListening3 Types of QuestionFRONT OF HOUSE SELLING59Write down 2 or 3 examples of each question typeOpen questionsFRONT OF HOUSE SELLING60Specific open questionsWrite down 2 or 3 examples.Closed questionsThe 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 FRONT OF HOUSE SELLING61defining 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 serviceTelephonist: 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 youExerciseUsing 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 OneScenario TwoFRONT OF HOUSE SELLING62Scenario ThreeExplainingWhen do you know it is time to explain or make a remendation?ExplainingFRONT OF HOUSE SELLING63Three steps to present an explanation1. 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 explanationFRONT OF HOUSE SELLING64FRONT OF HOUSE SELLING65Group exercise Selling Mr XLet39。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? BarThe 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 ReceptionGood afternoon Sir, are you checking in?Selling Mr X.FRONT OF HOUSE SELLING66Mind Map Selling Mr. XFRONT OF HOUSE SELLING67Additional Notes:FRONT OF HOUSE SELLING68FRONT OF HOUSE SELLING69Structure of the saleThis session introduces a four step procedure for developing and executing selling opportunities. Review session threeSo 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