Concise training program that will help any hotel generate more profit through upselling.

1. FRONT OFFICE
UPSELLING

2. • The use of certain words and phrases that
will make the guest feel satisfied buying
something he would not otherwise have
bought
• Up selling is easy if we think of it as a
way of helping out the guest and creating
a satisfying solution to fulfill a need
Definition of Up selling

3. Contents of the program
• Identify sales opportunities
• Build rapport with guests
• Match guests’ needs with appropriate
products
• Describe the advantages of every available
room category and their benefits to guests
• Make recommendations clearly and
confidently
• Track your upselling results

4. What should we keep in mind
when we think of UP selling?

5. Who are our guests?
• Business • Leisure

6. WHAT DO OUR GUESTS
WANTS
Valued
Respected
Recognised
Secure
Safe
Confident
Supported
& Taken Care Of
Treated Honestly
& Fairly
No
Discrimination
Empowered
Informed
Given Choice
FEEL LIKE
AN
INDIVIDUAL

7. Selling the hotel
• Recognize when you have an opportunity
to sell
• Listen to the guest’s needs
• Recommend the facilities and services
• Take the opportunity to sell a better
service or product

8. Outcomes
• Increase guest satisfaction
• Increase the average room rate
• Increase conversions

9. Upselling techniques

10. Always use :
Your Ears….
Eyes….
Mouth….
Heart…..

11. What do you use eyes for?
•Eye contact
•Read body language (identify guests
needs)

12. What do you use your ears for?
Listening to find out guests
needs

13. What do you do with your
mouth?
•Smile - establish rapport
•Speak / sell / describe / convince

14. What do you do with your heart?
• Care for the guest

15. How do we sell an experience
to a guest?
• Show them the way to the location
• Tell them what’s available
• Describe the contents of the experience
using Power Words

16. Powerful selling words
- Fully equipped - Elegant
- Magnificent
- Exclusive
- Beautiful View
- Superb
- Genuine
- Luxurious
- Unique
- Welcoming staff
- Tempting
- Irresistible
- Exotic
- Amazing

17. Learning how to sell better
• Selling by suggesting
• Handling Objections
• Selling higher category room type
• Describing the suggested room type
• Positive buying signals/confirm the
room type
• Dealing with “no”/offering alternatives
• Overcoming hesitation
• Checking satisfaction

18. Selling by Suggesting
How does it help us if we give suggestions
rather than waiting for the guest to make up
his or her mind?
• It saves time
• It helps project a better image
• It increases the sale

19. When is the best time to
make a suggestion?
• When you reconfirm the reservation and
room type
• When the guest asks about the facilities,
size of the room, view etc.
• When you are invited to

20. QUESTIONS A GUEST MAY ASK
Why are you selling me?
What are you selling me?
What is the difference?
"So what"?
How much?
"Because you are travelling
with your family
I suggest you try one of
our junior suites …
The difference is that you
have separate living area
Which means that your
child will have plenty of space to play
around in, and that when he sleeps you
and your wife can relax and
watch TV without disturbing
him
And it's only a supplement of
USD…….

21. Group Activity- 4 Minutes
What is the difference between
“Advantages” and “Benefits” in connection
to “Up selling” ?
(Group 1)
Please list the advantages the guest may have if
being up sold
(Group 2)
Please list the benefits the guest will enjoy if he
takes the up sell

22. KEYS TO UNDERSTAND
• The Difference Between Advantages And
Benefits
• Identify Guest Needs
• Screen The Needs
• Identify The Right Room
• Use The Advantages And Benefits To
Influence The Sell
• Find The Selling Triggers
• Introducing Upselling

23. Buying Signals
• A buying signal is a reaction; something
that the guest says or does which tells us
how he feels about our suggestion
• What sort of reaction and signal do you get
from a guest?
– Positive (interested – green light)
– Negative (Not interested – red light)
– Hesitate (Not sure – amber light)

24. Positive Signals
Can you think of any signals that tell
us that the guest has a positive
reaction to our suggestion?

25. They could be Spoken Signals
(things they say)
or
Silent Signals (things they do)

26. Positive Signals
• Spoken Signals – What sort of things do
guests say that show a positive reaction?
– Asking a question
– Saying something good about the item
• Silent signals - Guests reactions are often
shown in their body language
– Head & face
– Hands & arms
– Body & legs

27. Negative Buying Signals
Body Signals like:
• Shaking Of Head, looking disinterested,
turning away
• In addition to silent signals guests
often simply say “no!”. There are three
ways a guest can say “no”
The unfriendly or definite “NO”
The general “NO”
The specific “NO”

28. Unfriendly/Definite NO
How should we handle this type of guest?
• Let the guest decide for himself – don’t
make any further suggestions unless he
asks for some
• Give him space, move away until he is
ready; avoid doing anything that might
cause offence. Possibly advise other
associates

29. General NO
• A general “NO” indicates a disinterest in the
whole category of room types
How should we handle a general “NO”?
• Sometimes “NO” means “Persuade me” if
the clients body language is relaxed

30. Price Objection
“That sounds expensive”
• Empathize/agree/Explain why it is
expensive
• Offer alternative which will satisfy
guest’s requirement in a similar
fashion

31. Overcoming Hesitation
• Use powerful & enthusiastic
expressions:
– It is luxurious
– It is fully equipped
– It is exclusive
• As a professional salesperson, you
know your product. To overcome
hesitation, show off your knowledge
and your confidence

32. Encourage
How do we encourage a guest to
buy?
• Speak and act with confidence, give
your personal guarantee

33. Body Language
What sort of actions might let the guest
see that we are getting impatient?
• Tapping or clicking our pens
• Looking around the room
• Checking our watch
• Moving too close to the guest
• Tapping our foot
• Fidgeting

34. Checking Satisfaction
What are some of the advantages to
checking satisfaction?
• Show we care
• Professional image
• If something is missing we can rectify
without delay
• If there is a problem we deal with it quickly
and quietly
• There is a chance to sell something else

35. Timing
When is the best time to check
on satisfaction?
• Soon – 5 to 10 minutes after guest
reaches the room
• During the show around

36. Timing
Why check so soon?
• If there is a problem, the longer we
leave it the more upset the guest is
going to be.

37. What not to say
• Is everything ok?
• Any problems
• Any Complaints
• Was that good?
• Is it delicious?

38. Handling Guests
reactions
What to do if the guest is happy?
• Thank the guest, smile
• Give your name and ask guest to contact you
should they need any further assistance
What to do if the guest is unhappy?
• Apologize
• Find out why
• Act to fix the problem and/or refer to the
supervisor
• Possibly warn the other service staff

39. The Learning Loop
Recognize
skills
Benchmark
Yourself
Measure
Results
Practice
On the job
Plan
Improve
-ment
Improving your
Performance
Self-development
process

40. QUESTIONS?

41. Summary
• Don’t worry if a guest says “no” to your
suggestion
• Not all your suggestions will be accepted,
and that is ok – don’t take it personally.
• Guests say “no” because they don’t want
your suggestion, not because they don’t
like you
• Even guests who do say “no” will
appreciate your efforts to be helpful and
professional

42. Summary
• Don’t be scared or bothered by objections.
The main thing is to handle the objections
with confidence.
• If a customer challenges your suggestion, be
ready to answer back with confidence.
• If you are selling something, be prepared to
say WHY you suggested it
• Often a customer will buy our suggestion
even after giving an objection. Just like us
we sometimes say “It’s expensive but still
buy it

43. Handling Objections
• Don’t be scared by an objection
• We will often face objections
• Guests will challenge you
• Some customers just say “no” to
our recommendations

44. Already decided
Some guests have already
decided what they want: when
we attempt to sell something
else they say “No I would rather
have…”
• Reinforce the guest’s choice
• Eg. If the guest has chosen Club
Room, say: Good choice Mr/Mrs
Smith, the Room has a fantastic view

45. Remember
You first have to care for the guest, he / she must feel
that your priority is his / her comfort and delight
Repeat customers are vital to the business, sell
the product the guest wants, not what you want to
sell.
Excellent service =
Excellent
sales

46. THANK YOU