酒店《促销》培训活动纲要.docVIP

A HOTEL XXX大酒店 TRAINING ACTIVITY OUTLINE 培训活动纲要 Task: Upselling 任务: 促销 Code序号: RM-RES-P100 Objectives： At the end of this session reservation sales agent will be knowing how to grasp every opportunity to upsell hotel’s room and service. 目的: 在课程结束的时候预订部销售文员应懂得怎样抓住一切机会高卖 酒店房间和其他服务。 Standard ： All Reservations Sales Agents will up sell to higher rate rooms wherever possible and look for opportunities to sell other hotel services and facilities. 标准: 预订部销售文员应寻找一切机会高卖房间及酒店的其他服务。 Resources: Flip Chart, Handout. 培训器材: 白板，白板纸，培训资料。 Method 培训方式 Training Steps 培训步骤 Time 时间 Introduction 介绍 Lecture 教学式 Prepared on Flip Chart Contents 内容 Brainstorm 集思广益 Lecture Explanation 教学式与讲解 Demonstration 展示 Practice - Role Play 练习 – 角色扮演 Critique 评估 Summary 总结 Show “ W.I.F.M” (Objectives) 显示课程目的 Prologue: As a Reservations Sales Agent, we will answer the telephone everyday. 开场白： 作为一名预订部销售文员我们每天都要接听电话… So the objectives of this session is: …(Refer to Objectives of this TAO) 今天这堂课的目的是：（参考标准与程序〕 The course should be divided into six parts: 这节课会分为六个部分来讲解： Skills of Upselling 促销技巧 Improving caller satisfaction 提高客人满意程度 Elements of selling 销售元素 Adding Value to the Transaction 附加价值 Classic Closes sensory reassurance testimonial 建议使用的结束语 Difference between business and leisure traveler 商务客人与休闲客人的区别 What kind of way we can use when we upsell? 我们可以用什么样的方式促销房间？ Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question on each step. 将所有程序的主要内容事先写在准备好的白板纸上，逐步作以讲解，在讲解过程中要不时请学员发表建议并提问。 Ask participant to be a guest. Show each step. After demonstration. Refer back to flipchart and review / discuss each step. 请参与者为客人，给其讲解步骤，作展示之后，回顾白板纸上的内容，并讨论每一个步骤。 Each trainee practices first as guest, then as Reservation Sales Agent. 每一个学员先作客人，后作预订部销售文员. Case Example 案例： Guest is a high position person of a company, when he makes reservation you find he is potential to upsell to executive floor. 客人是某一公司的高级职员你发现