希尔顿前台销售培训-工作手册

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1、HiltonPARTICIPANTWORKBOOKFRONTOFHOUSESELLINGSessionICONKEY口Showoverhead⑦AskparticipantsFGro叩discussion£QWorkbookreviewSessionStructureCourseobjectivesCourseobjectivesCustomerFocusedSellingIntroductionandwelcomeWelcometothistrainingsessiononimprovingourfrontofhousesellingskills.Thisisaone-daycours

2、ethathasbeenespeciallydevelopedforHiltonInternational.Ithasaverysimplestructure・Duringthefirsttwothirdswewillfocusonstructureandtheory*andinthelastthird,wewillapplywhatwehavelearnedinpracticesessionsrelevanttoourowndepartments.Sessiononewilllastabout1hourand45minutes.Herewewillsetthegroundworkfor

3、therestoftheday.Wewilllookatwhatsellingis,howitdiffersfromordertaking,whatelementsmustbepresentinaneffectivecustomerfocusedsaleandwhatimpactitcanhaveonourproductivity・Insessiontwowecloselyexaminewhatourproductsandservicesmeantoourcustomersandhowwecanmosteffectivelysellthebenefitsofwhatwehavetooff

4、er.JThesessiondefinesfeaturesandbenefitsandinvitesustoexperiencewhatitmustbeliketoseethingsfromourcustomersperspective.Thiswilltakeaboutlhour.Sessionthreelooksatthecriticalskillsrequiredtoselleffectively・Itcoversthefourbasiccommunicationskillsthatcombinetoenhanceoursellingskills.Thissessionwillla

5、stforabout2hours.Lunchwillfollow・Insessionfourwewillcoverasimplefour-stepprocessforstructuringthesale-approachingthecustomerandbuildingrapport,uncoveringneeds,makingrecommendationsandgainingagreement/makingthesale.Thetheorycomponentofthiswilltakeaboutanhourwithafurtheronehourforpractisingthestruc

6、ture.ObjectivesHiltonOurobjectivesforthiscourseareto:•HelpyoudevelopanappreciationofthefrontofhousesalesculturebeingdevelopedinHiltonHotels.•Introduceyoutotheconceptsrequiredtodrivechangeinourapproachtofrontofhousesales.•Introduceyoutoasimpleframeworkforstructuringpro-activesalesinteractionswithc

7、ustomers・•Helpyoutodevelopanappreciationoftheimportanceofunderstandingwhatourproductsandservicesmeantocustomers.•Giveyouthecommunicationtoolstoimprovethesalesatyourdepartmentandthehotefsresultsoverall.•Showyoupractical