【正文】 and appear to be waiting for someone. They take a seat on the lounge outside the lobby caf233。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。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。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。s create the scenario of a gentleman who enters our hotel for an overnight stay. We39。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。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 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。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 wil