营销技巧(培训教材).ppt

St. Regis Hotel Beijing Selling by Suggestions 推销的技巧 The Key 关键因素 Your Attitude 态度 Atmosphere 良好的氛围 Revenue 收益 Why Attitude态度 A positive attitude makes the guest feel comfortable and satisfied 良好的服务态度会令客人感到舒服和满意 A positive attitude makes the guest spend more time money in the outlets 良好的服务态度会使客人愿意花更多的时间和金钱在餐厅（酒吧）消费。 A positive attitude gives you the chance to up sell your products 良好的服务态度也会给你带来促销的机会 A positive attitude is the best up selling tools 良好的服务态度是促销最好的工具！ Your smile sales more than paper 你的微笑会比促销广告更有效！ Atmosphere氛围 In a good atmosphere guests spend more money 在好的氛围中，客人愿意花更多的钱 Every and each individual creates a good atmosphere 每个员工都可以创造出好的氛围 A good atmosphere needs a good attitude 创造好的氛围需要有好的态度 A Good Sales Person一个好的推销员应具备 Pleasant appearance+attitude 令人愉快的外貌和良好的态度 Good product knowledge 对产品知识的了解 Good selling techniques 良好的销售技巧 Speed of service with eagle eyes 服务时的快速反应 Attitude…How ?怎样做才是良好的态度? Welcome your guests with a smile 微笑的欢迎客人 Take your time with the guest (Talk to them and understand their needs) 和客人交流，了解客人的需求 Show interest in the guests needs (be genuine). 诚恳的对客人的需求表现出兴趣 Always recommend our services to the guest (whether in your department or the hotel in general there are many opportunities to sell many services and products). 向客人推荐我们的服务，不管是你所在的部门还是酒店的服务，总之，有很多机会可以向客人推销我们的产品和服务 Good Product Knowledge良好的产品知识 To be able to sell effectively you will have to know your product by heart. 要想向客人推销产品，你需要用心了解产品的知识 Always assist the guest when they are hesitant in choosing his/her meal or drinks. 当客人犹豫不决的时候，你应该协助客人做出选择 Sell by suggesting various items of the menu. 推销酒单上不同种类的产品 Pick few items which you feel comfortable with and know them well. 可以适当选择那些你个人比较认可并且了解的产品 Selling Techniques推销技巧 Always approach the table with a smile 靠近客人时永远面带微笑 Be confident and believe in your abilities 相信