Providing Better Service Through Selling

Providing Better Service Through

Selling

1. Up-selling
2. Cross-selling
3. Suggestive –selling
4. Switch- Selling
 1-Up-Selling

•Recommending an enhanced or additional

product or service to a guest that is
•consistent with his/her need or want,
•and that is over and above what
•he/she would have bought had the service
professional not made the effort to up-sell.
 Up-Selling

 Suggest our open buffet

 Recommendation
 Menu Knowledge is vital
 Things to Remember When Up-
Selling

Up-selling is not the same as “hard

selling”!
Do not hesitate to up-sell
Do not be concerned about price
Do not say everything is good!
Do not be put off by the word “no”
 2-Cross-selling

 Selling products and services within another

department (e.g. a Guest Service Officer at
the Front Desk cross-selling the services
offered at the Spa).
 2-Cross-selling

 Eye contact
 Greetings
 Listening
 Recommendations
 3-Suggestive –selling

Suggesting food or beverage in a way that will

make our guests feel we are HELPFUL and
CONFIDENT,NOT PUSHY
 3-Suggestive –selling

 Greetings
 Taking order
 Suggestive selling
 Suggestions opportunities
 4-Switch- Selling

Offering an alternative product or

service that comes close to the guest’s
expressed need or want.
 4-Switch- Selling

Offering alternatives:

A) Guest in a hurry
B) Guest wants something different or unusual
C) Price objection
D) On a diet
E) Not very hungry