EffectiveSellingSkills市场创新.pptVIP

Effective Selling Skills有效的销售技巧 SELLING 销售 A persuasive communication process aimed at converting the product and services provided by the hotel into cash while satisfying the customer’s needs. 是一个沟通的过程，其目标是把酒店所提供的产品和服务变成钱，同时满足客人的需求。 To Be Super Seller in the Hotel!成为酒店的销售大王！ A good salesmanship is expressed by: 好的销售艺术表现在： Knowledge 知识 Skills 技巧 Attitude 态度 Knowledge 知识 Product knowledge 产品知识 Company knowledge 酒店内部知识 Competitor knowledge 竞争对手知识 Customer knowledge 顾客知识 Skills 技巧 To listen 倾听的技巧 To communicate 沟通的技巧 To handle objections 处理反对意见的技巧 To close sales conversations with active decisions 得到满意决定后结束销售的技巧 To make the most effective use of time 有效使用时间的技巧 To set objectives, plan how to achieve them and follow up 建立目标，计划达到目标及进一步跟进的技巧 Attitude 态度 Positive vs. Negative 积极或消极 Belief in selling 相信销售 Enthusiasm 热情 Determination 毅力 Appearance 仪表 Initiative 主动 Punctuality 守时 Confidence 自信 Group Discussion 小组讨论 What makes people more attractive?什么因素让人更有吸引力？ What makes people less attractive?什么因素让人不被吸引？ What makes the hotel more attractive?什么因素让酒店更有吸引力？ Buyer Personality 购买者个性 Buddy-buddy 称兄道弟型 Timid 软弱型 Silent 沉默型 Stubborn 固执型 Indecisive 犹豫不决型 Logical 逻辑型 Semi-tycoon 大款型 Complainer 投诉型 Bully 恶霸型 Up Sell 促销 Sell more 多销售 Would you like to have a dessert, sir?先生，想用些甜点吗？ For dessert, sir, we have our famous homemade ice creams and delicious pastries. A real favorite is our Winter Ice Creams – vanilla ice cream topped with rum-soaked raisins. It is very good. Would you like to try it? 先生，我们有各式甜点，有酒店自制的冰淇淋和可口的蛋糕。我们的冬天冰淇淋味道非常不错，是香草冰淇淋上覆盖红酒淹制的葡萄干。非常好，您想试一试吗？ Why do we up sell? 为什么要促销？ Increase hotel revenue 提高酒店收入 Enhance guest satisfaction 提高客人的满足感 Pride in the job 工作有自豪感 Framework of Selling 销售框架 Opening line 开场 Recommending phrases 推荐性话语 Description 描述 Positive statement 积极的陈述 Describing Food Beverage 描述餐饮产品 Menu item 产品名称 Type 类型 Made with 原料 Served with 配料 Product / Service 产品 / 服务 Feature 特点 Benefit 好处 Handling Difficult Situation 处理困难局面 Customer doe