Selling is Conversation

Sales, Service, Hospitality

1. Hospitality Mindset – Resourcefulness
• Put yourself in other’s shoes > Finding solution
2. Selling is Conversation
3. Job description & Time management (09.00-14.30)
4. Dos and don'ts
 WHY WHAT WHO WHEN WHERE HOW

WHY & WHAT TO SELL WHO TO SELL WHEN, WHERE & HOW TO SELL
 Unique Selling  Customer Persona  Customer Experience Mapping
 Value Propositions  Identify Customer  Language of Sale
 Job Descriptions Needs & Wants  Channels
 Product Knowledge (FAQs)
 Work Ethics & Scheduling (Time
management, effective
resourcefulness)
 Selling Tools
 Channels

The First Thing A common mistake is Asking the

You're Selling trying to sell to Right Questions
is Yourself. anyone and
everyone.
WHY
 “Sales is focusing on getting to know customers. It’s about sparking
interest, asking questions, listening, solving problems together ”
 – Jack Vincent
CUSTOMER PERSONA
CUSTOMER EXPERIENCE MAPPING

ACTIVE LISTENING: This is critical for building relationships and solving problems. It’s the only possible
way to truly understand what you’re dealing with, since you’re listening to what is said, as well as observing
the overall tone and unspoken expectations of the guest. Simply “hearing” is not actively listening.

https://www.forbes.com/sites/womensmedia/2012/11/09/10-steps-to-effective-listening/?sh=3c793a423891

IDENTIFY CUSTOMER EXPRESSION AND TONE

Use feedback to improve the customer experience
Everyone enjoys hearing a satisfied customer rave about their experience, but it's the disgruntled,
unimpressed, and downright angry customers who can help an organization improve. Every complaint is an
opportunity — not only to discover what went wrong and how to improve, but also to make things right with
the customer and turn their experience around.

DEVELOPING THE CUSTOMER RELATIONSHIP

https://www.closeriq.com/blog/2017/03/successful-sales-training-pr
ogram
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How can you improve your customer service skills?
• Improve your interactions with your guests by finding some common ground or shared interests. It
endears you to your customers and gives them a point from which you can both relate.
• Help your customer to feel heard by rephrasing what they said and asking for confirmation. Then
you’re both starting from the same point and can move forward to solve whatever the issue is.
• Admit the mistake(s) and apologize, even if it wasn’t something you did. It builds trust so you can both
focus on a solution.
• Be committed to follow up even after the situation has been resolved. Verify that the guest is satisfied
and let them know you care about their business.
• Use feedback to improve the customer experience. Everyone enjoys hearing a satisfied customer rave
about their experience, but it's the disgruntled, unimpressed, and downright angry customers who can
help an organization improve. Every complaint is an opportunity — not only to discover what went
wrong and how to improve, but also to make things right with the customer and turn their experience
around.

• Go for the “wow” factor by providing over-the-top amazing service that generates an emotional
response. Give the guest/customer something they didn’t expect (a room upgrade, a complimentary
drink or dessert, unexpected tickets, etc.). Now you’ve wow’d them, made yourself remarkable and
built some amazing goodwill.
Dinda (30s)
Goal:
• Sutan scheduling v
• Class absence & documenting
• Purchasing v

Hospitality Mindset – Resourcefulness

Finding solution
Job description
Time management (09.00-14.30)