国际酒店前台销售培训.ppt

Front Desk Sales前台营销 Check Into Your Secret Sales Force 发掘你潜在的营销力 Workshop Topics课程主题 Discovering Your Secret Sales Force 发现你潜在的营销力 Six Steps to Successful Selling 成功营销的六个步骤 Selling Strategies 营销策略 Training Your Staff to Sell 员工销售培训 Housekeeping Details课程细节 Please silent your cell phones 请将手机设置成静音模式 Please refrain from using personal laptop computers during class 请不要在课上使用电脑 Take restroom breaks when needed 需要时可进行洗手间休息 Ask questions seek clarification 提出问题并努力解决 Contribute to class discussion participate in activities. 积极参与课堂讨论和活动 Housekeeping Details课程细节 Lunch 午餐时间 Smoking Area 吸烟区 Emergency Exits 紧急出口 Window of Opportunity 打开心扉，把握机会 Who is the Secret Agent?谁是“秘密特工”？ Goal: Shake hands and introduce yourselves to as many people as possible. 目标：和尽可能多的学员握手并介绍你自己 Each person you meet, tell them the following about yourself: 从以下方面向别人介绍你自己： Name 姓名 Position 职位 Years in the hospitality industry 在酒店业工作的时间 What motivated you to be here today? 什么促使你今天来参加这个课程 Discovering Your Secret Sales Force 发掘你潜在的营销力 Your Secret Sales Force - increase sales through:你潜在的营销力－通过以下方面增强销售 Reservations 预订 - Phone inquiries - 电话咨询的顾客 - Walk - ins - 即兴登门的顾客 Handle Objections 应对回绝 Upsell at Registration 入住登记时的“引导式销售” Internet Bookings 网上预订 Six Steps to Successful Selling 成功营销的六个步骤 6 Front Desk Sales Steps前台营销的六个步骤 1. Use a Planned Sales Approach 应用计划好的营销方法? 2. Effective Communication Increases Sales 有效的沟通能够增强销售 3. Hotel Knowledge is Power ? 理解你的酒店具有强大的力量 4. Determine Guest Needs and Wants -- Sell Features and Benefits? 明确顾客的要求和需求－销售特色和实惠 5. Overcome Objections Close the Sale? 克服销售异议并达成交易 6. Create a Great Lasting Impression 树立一个良好持久的印象 1. Use a Planned Sales Approach 应用计划好的营销方法 Know your Customer了解你的顾客 Customer types 顾客的类型 Customer needs and wants 顾客的要求和需求 Anticipating customer needs when communicating with them 在和顾客交流时预期他们的要求 Be abl