酒店销售带客参观接待流程.ppt

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1、SiteInspection参观酒店Wewillaltogetherlearnthefollowingpoints:我们一起学习以下几点:Establishesrapportbeforebeginningthetour确认参观时间StepOne:第一点:Youshouldconfirm:你应当做到:Avoidthehotelrushhour避免酒店经营高峰Selecttheavailabletimeforboth与顾客约定双方都方便的时间StepTwo:第二点:Demonstratesreadinessandpreparation一切准备就绪Youshou

2、ldprepare:你应当准备好:SalesKitsofhotelinformation酒店产品资料Namecard名片Checkthehotelroomforsiteinspection检查要参观的客房YourGoodGrooming你的仪容仪表端正Reserveatableintherestaurant在餐厅定位StepThree:第三点:Establishesandsummarizesclientneedsandpreferences确定并总结顾客的需求和喜好Youshouldknow:你应当了解：Whatheneed顾客需要什么Whathenotn

3、eed顾客不需要什么Whathelike顾客喜欢什么Whathedislike顾客不喜欢什么SalesSecret:销售小秘诀：Matchwhathisneedsandpreferences投其所好StepFour:第四点:Confirmsinspectionrouteinadvance;routematchesclientinterests预先确定参观路线，迎合顾客的兴趣Youshouldconfirmtheroute:确定一些重要参观区域：Hotellobby酒店大堂WesternRestaurant西餐厅ChineseRestaurant中餐厅Ban

4、quetHall宴会厅HotelRooms酒店客房StepFive:第五点:Movesatclientpaceandtailorspresentationtoclientreactions紧跟顾客，根据其反应做相适应的陈述Youshoulddothose:你应当做到:Estimatethearrivingtimeandtakeallinformationtothelobbytowelcometheclient.预计顾客到达时间，带上资料至大堂迎接Introducetherouteandmatchtheclient,adjustitaccordingtoth

5、eclient’sneeds.向客人介绍参观路线，征求客人意见，并根据客人的需求进行即时调整。StepSix:第六点:Presentsrelevantfeaturesandoutlinesappropriateadvantagesandbenefits介绍（酒店）相关特征，优势，利益等Youcanintroducethefollowingpoints:你可以介绍以下几点：Service&Facility服务设施Businesshour营业时间ProductAdvantage产品优势SellingPolicy销售政策Discount优惠活动Other其他St

6、epSeven:第七点:Showsdetailedknowledgeofproductanddemonstratesconfidence展示酒店产品，（充分）证明企业信心Youcanshowthefollowingpoints:你可以展示以下几点：Hotelrooms酒店客房WesternRestaurant西餐厅ChineseRestaurant中餐厅BanquetHall宴会厅ExcellentTeam&Service精英团队&优秀服务StepEight:第八点:Invitesclienttoexperiencetheproductandencoura

7、gescommentsandquestions邀请顾客体验产品，并欢迎他们提出意见和问题Experiencethefollowing:体验以下一些：HotelRoomFacilities客房设施Beverage&Food餐饮Invitetheclienttohavedinner.邀请顾客吃饭。Welcometheclient’scommentsandquestions.欢迎顾客的提问及意见。StepNine:第九点:Getsareactiontoeachareavisited;surfacesandhandlesanyResistance让顾客对每处参观点

8、发表意见，发现并处理（双方）异议问题Client’scomment