Up-selling

Definitions Of Selling

To provide service to our guests by finding the

best way to satisfy their needs and wants.

“To transfer (property or service) in return for

money or something else of value.”

“A persuasive communication process aimed at

converting the product and services of the
organisation into cash.”
 Selling and Service

• Selling is a key component for good service

• Providing good service is a form of selling
The Service Triangle

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Taj Brand Standards

The Sales Triangle

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Our Product
Knowledge
 The Sales Triangle

To provide service to
our guests by finding

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the best way to

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satisfy their needs
and wants.
 The Sales Triangle

- Identify a guest’s

Gu
needs and wants

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 Need or Want?

• A need is a basic service, product or facility that the

guest needs to be able to function (e.g. a
comfortable bed in a quiet secure room, good food)

• A want is more closely tied to the guest’s emotions,

sense of importance and identity and exceeding
tangible expectations, (e.g. to be greeted by name,
good mattress, linen, choice of cuisine etc.)
 The Sales Triangle

- Identify a guest’s

Gu
needs and wants

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- Effective

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Questioning Skills
 Three Types of Questions

• Open Questions
• Leading Questions
• Closed Questions
 Open Questions

Open questions encourage a guest to

provide a detailed answer:

• What kind of entertainment are you

looking for?
• What choice of restaurant would you
prefer?
• What Spa treatments will you prefer?
 Leading Questions

Leading questions help you to obtain a

specific fact, date, time or other choice:

• What choice of cuisine would you like?

• What time would you like the reservation
for?
• How many guests are you expecting at the
function?
 Closed Questions

Closed questions are used to obtain a

“yes” or “no” answer:

• Were you looking for a Chinese restaurant?

• Did you want to swim indoors?
• May I bring the bag to your room?
Funnel Technique

Open Questions
Leading
Questions

Closed Questions
 Funnel Technique

What Spa services

Open Questions were you looking for?
Leading Were you looking for
Questions Swedish or Ayurvedic
massage?
Closed Questions

Can I make an
appointment for you at
our Jai Mahal Spa ?
 The Sales Triangle

- Identify a guest’s

Gu
needs and wants

e
- Effective

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Questioning Skills
- Showing attention
and interest
 Show Attention and Interest

• Make brief responses

• Take notes
• Nod your head
• Maintain good eye contact
• Ask follow up questions
• Express agreement, empathy or concern
• Feelings may not always be expressed as words
• Listen - sometimes we focus so much on what we want
to say next, we forget to actually stop and listen
 Verify Your Understanding

• Feedback your understanding to the guest in your

own words
• If you are wrong, the guest will correct you
• This technique encourages a guest to reveal even
more information
The Sales Triangle

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Factors and qualities that
ss enhance or detract from
ofe
your ability to sell.
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 The Sales Triangle

• Features
• Benefits

Our Product
Knowledge
 Feature vs. Benefit

• Feature: a characteristic of a service or

product
– “The Beauty Parlor is open until 8 p.m.”

• Benefit: a characteristic that specifically

meets a guest’s wants
– “Since the Beauty Parlor is open until eight,
you will still be able to make an appointment
after your meeting.”
 Team Exercise

Write down 10 such examples of ‘Feature’

vs. ‘Benefit’ from your product
knowledge research questions.

Each team to make a presentation for 10

min.
 Benefits of Selling

• The guest’s needs and wants are discovered

and met, resulting in guest satisfaction and
potential repeat business
• You save time, because you are giving the
guest something that you know he or she
really needs or wants
• Taj and this hotel look good because we are
showing the guest that we care and listen
 Providing Better Service Through
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

• Opening
• Recommendation
• Description
• Positive statement
 Step 1: Opening

• Front Desk
– “Good evening Mr. Kapoor. How nice to see you
again. I have your reservation all ready for you.”
• Spa
– “Good morning Ms. Kumar. Welcome to our Spa.
May I ask you to register please before we start your
treatment?”
• Restaurant
– “Good evening Mr. Takulia. How nice to have you
back with us again. May I take your order.”
 Step 2: Recommendation

• Front Desk
– “Mr. Kapoor. I see you have a standard room reserved.
Would you like to try one of our newly refurbished Luxury
Rooms with a city view?”
• Spa
– “Ms. Kumar, I see you have booked a 30 minute massage.
Our therapist has an opening immediately following your
appointment. Would you like to extend your treatment for
another 30 minutes?”
• Restaurant
– “Can I get you a frozen cocktail from the bar or one of our
famous martinis, Mr. Takulia?”
Step 3: Describe the Product or Service

• Front Desk
– “These rooms have been designed to increase your
comfort and the room tariff also includes a
complimentary massage for you”
• Spa
– “The extra time would allow you to gain greater
benefit from the treatment and the therapist could
focus longer on specific problem areas.”
• Restaurant
– “Our frozen cocktails are made with fresh fruits and
juices - we use no artificial products.”
 Step 4: Positive Statement

• Front Desk
– “I think that you will find the new rooms a very
attractive alternative.”
• Spa
– “Many of our regular clients find the additional time a
real benefit.”
• Restaurant
– “These cocktails have proven very popular in this
unusually warm summer.”
 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”