酒店管理会所 洲际酒店Selling Skills.pdf

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1、SWEETSellingWithExtraEffortTogetherProgrammeObjectives•Describeanddemonstratetheopportunitiesandmethodsavailabletoincreasesales•Explainanddemonstratethetechniquesusedtorecommendfoodandbeverageitemsthatencouragethecustomertobuy•Demonstratetheimportanceofbeinga

2、bletoreadaguestandofferthecorrectitemstomeetyourguest’sneeds•Demonstratehowtohandleobjectionseffectivelyandofferalternatives•StatethebenefitsofcheckingguestsatisfactionanddemonstratehowtodothisSellingSkills-Objectives•Describetheopportunitiesyouhavetoincrease

3、salesbysuggestivelysellingtoyourcustomers•Identifyopportunitiestoimproveonaninitialsalebyeitherlateralsellingorupselling•Statethe3elementsofasaleSuggestiveSellingSuggestivesellingisdescribingaproductusingwordswhichmotivateandtemptbycreatinganimageinthecustome

4、r’smindandsomakingthecustomerneedorwanttheproductUpselling•Sellingmoreof,oramoreexpensiveversionof,theoriginalpurchaseNewZealandChardonnayinsteadofhousewineAlargeglassinsteadofasmallglassLateralSelling•Recommendingadditionalitemswhichcomplementtheirmainpurcha

5、seE.g.recommendingbreadedmushroomsoronionringswithsteakandfriesProductKnowledge-Objectives•Demonstratethetechniquesusedtorecommendamenu/beverageitemsthatencouragetheguesttobuy•StatehowyoucanimproveyourproductknowledgeThereisasaying:“Ifyoudon’taskyoudon’tget,t

6、hemoreyouaskthemoreyouget!”ReadingtheGuest-Objectives•Statetheimportanceofbeingabletoreadaguest•DemonstratetheskillsofofferingappropriatefoodandbeverageitemstodifferenttypesofguestHandlingObjections&OfferingAlternatives-Objectives•Demonstratehowtohandleobject

7、ionseffectively•DemonstratehowtoofferalternativeproductstoyourguestsCheckingGuestSatisfaction-Objectives•Statethebenefitsofcheckingguestsatisfaction•Demonstratehowtocheckaguestissatisfied