FRONT OFFICE

UPSELLING
DEFINITION OF UP
SELLING

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
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
What should we keep in mind
when we think of UP selling?
 WHO ARE OUR GUESTS?

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

Increase guest satisfaction

Increase the average room rate

Increase conversions
UPSELLING TECHNIQUES
ALWAYS USE :

Your Ears….

Eyes….

Mouth….

Heart…..
WHAT DO YOU USE EYES FOR?

•Eye contact
•Read body language (identify guests
needs)
WHAT DO YOU USE YOUR EARS
FOR?

Listening to find out guests

needs
WHAT DO YOU DO WITH YOUR
MOUTH?

•Smile - establish rapport

•Speak / sell / describe / convince

WHAT DO YOU DO WITH YOUR
HEART?

• Care for the guest

 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
POWERFUL SELLING WORDS
- Fully equipped - Elegant
- Magnificent
- Exclusive
- Beautiful View
- Superb
- Genuine
- Luxurious
- Unique
- Welcoming staff
- Tempting
- Irresistible
- Exotic
- Amazing
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
 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
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
 QUESTIONS A GUEST MAY ASK
Why are you selling me? "Because you are travelling
with your family

I suggest you try one of

What are you selling me?
our junior suites …

The difference is that you

What is the difference? have separate living area

Which means that your

child will have plenty of space to play
"So what"? 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…….

How much?
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
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
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)
POSITIVE SIGNALS

Can you think of any signals that tell us that the guest has a positive
reaction to our suggestion?
They could be Spoken Signals (things they say)

or

Silent Signals (things they do)

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
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”
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
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
PRICE OBJECTION
“That sounds expensive”

Empathize/agree/Explain why it is expensive

Offer alternative which will satisfy guest’s requirement in a
similar fashion
 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
ENCOURAGE

How do we encourage a guest to buy?

Speak and act with confidence, give your personal guarantee

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
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
TIMING

When is the best time to check

on satisfaction?

Soon – 5 to 10 minutes after guest reaches the room

During the show around

TIMING

Why check so soon?

• If there is a problem, the longer we leave it the more upset the guest is
going to be.
WHAT NOT TO SAY
Is everything ok?
Any problems
Any Complaints

Was that good?

Is it delicious?
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
THE LEARNING LOOP

Recognize
skills

Measure
Results Benchmark
Improving your Yourself
Performance
Self-development
process

Practice Plan
On the job Improve
-ment
QUESTIONS?
 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
 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
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

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
 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
THANK YOU