酒店管理会所__洲际酒店Selling Skills.pdfVIP

SWEET Selling With Extra Effort Together Programme Objectives • Describe and demonstrate the opportunities and methods available to increase sales • Explain and demonstrate the techniques used to recommend food and beverage items that encourage the customer to buy • Demonstrate the importance of being able to read a guest and offer the correct items to meet your guest’s needs • Demonstrate how to handle objections effectively and offer alternatives • State the benefits of checking guest satisfaction and demonstrate how to do this Selling Skills - Objectives • Describe the opportunities you have to increase sales by suggestively selling to your customers • Identify opportunities to improve on an initial sale by either lateral selling or upselling • State the 3 elements of a sale Suggestive Selling Suggestive selling is describing a product using words which motivate and tempt by creating an image in the customer’s mind and so making the customer need or want the product Upselling • Selling more of, or a more expensive version of, the original purchase New Zealand Chardonnay instead of house wine A large glass instead of a small glass Lateral Selling • Recommending additional items which complement their main purchase E.g. recommending breaded mushrooms or onion rings with steak and fries Product Knowledge - Objectives • Demonstrate the techniques used to recommend a menu / beverage items that encourage the guest to buy • State how you can improve your product knowledge There is a saying: “If you don’t ask you don’t get, the more you ask the more you get!” Reading the Guest - Objectives • State the importance of being able to read a guest • Demonstrate the skills of offering appropriate