某酒店前臺(tái)營(yíng)銷培訓(xùn)--深深一吻

1、Workshop Topics課程主題課程主題q Discovering Your Secret Sales Forceq 發(fā)現(xiàn)你潛在的營(yíng)銷力發(fā)現(xiàn)你潛在的營(yíng)銷力q Six Steps to Successful Sellingq 成功營(yíng)銷的六個(gè)步驟成功營(yíng)銷的六個(gè)步驟q Selling Strategiesq 營(yíng)銷策略營(yíng)銷策略q Training Your Staff to Sellq 員工銷售培訓(xùn)員工銷售培訓(xùn)Housekeeping Details課程細(xì)節(jié)課程細(xì)節(jié)Please silent your cell phones請(qǐng)將手機(jī)設(shè)置成靜音模式請(qǐng)將手機(jī)設(shè)置成靜音模式Please refrain

2、 from using personal laptop computers during class請(qǐng)不要在課上使用電腦請(qǐng)不要在課上使用電腦Take restroom breaks when needed需要時(shí)可進(jìn)行洗手間休息需要時(shí)可進(jìn)行洗手間休息Ask questions & seek clarification提出問題并努力解決提出問題并努力解決Contribute to class discussion & participate in activities.積極參與課堂討論和活動(dòng)積極參與課堂討論和活動(dòng)Lunch午餐時(shí)間午餐時(shí)間Smoking Area吸煙區(qū)吸煙區(qū)Emer

3、gency Exits緊急出口緊急出口Window of Opportunity打開心扉，把握機(jī)會(huì)打開心扉，把握機(jī)會(huì)Housekeeping Details課程細(xì)節(jié)課程細(xì)節(jié)Who is the Secret Agent?誰(shuí)是誰(shuí)是“秘密特工秘密特工”？q Goal: Shake hands and introduce yourselves to as many people as possible.q 目標(biāo)：和盡可能多的學(xué)員握手并介紹你自己目標(biāo)：和盡可能多的學(xué)員握手并介紹你自己q Each person you meet, tell them the following about yourse

4、lf:q 從以下方面向別人介紹你自己：從以下方面向別人介紹你自己：Name 姓名Position 職位Years in the hospitality industry 在酒店業(yè)工作的時(shí)間What motivated you to be here today? 什么促使你今天來參加這個(gè)課程Discovering Your Secret Sales Force發(fā)掘你潛在的營(yíng)銷力發(fā)掘你潛在的營(yíng)銷力Your Secret Sales Force - increase sales through:你潛在的營(yíng)銷力通過以下方面增強(qiáng)銷售你潛在的營(yíng)銷力通過以下方面增強(qiáng)銷售q Reservationsq 預(yù)訂預(yù)

5、訂q - Phone inquiriesq - 咨詢的顧客咨詢的顧客q - Walk - insq - 即興登門的顧客即興登門的顧客q Handle Objections q 應(yīng)對(duì)回絕應(yīng)對(duì)回絕q Upsell at Registrationq 入住登記時(shí)的入住登記時(shí)的“引導(dǎo)式銷售引導(dǎo)式銷售”q Internet Bookingsq 網(wǎng)上預(yù)訂網(wǎng)上預(yù)訂Six Steps to Successful Selling成功營(yíng)銷的六個(gè)步驟成功營(yíng)銷的六個(gè)步驟6 Front Desk Sales Steps前臺(tái)營(yíng)銷的六個(gè)步驟前臺(tái)營(yíng)銷的六個(gè)步驟1. Use a Planned Sales Approach 應(yīng)用

6、計(jì)劃好的計(jì)劃好的營(yíng)銷方法 2. Effective Communication Increases Sales 有效的有效的溝通能夠增強(qiáng)增強(qiáng)銷售3. Hotel Knowledge is Power 理解你的酒店具有強(qiáng)大的力量力量4. Determine Guest Needs and Wants - Sell Features and Benefits 明確顧客的要求要求和需求需求銷售特色特色和實(shí)惠實(shí)惠5. Overcome Objections & Close the Sale 克服克服銷售異議并達(dá)成達(dá)成交易6. Create a Great Lasting Impression

7、樹立一個(gè)良好持久良好持久的印象1. Use a Planned Sales Approach應(yīng)用計(jì)劃好的營(yíng)銷方法應(yīng)用計(jì)劃好的營(yíng)銷方法Know your Customer了解你的顧客了解你的顧客 q Customer typesq 顧客的類型顧客的類型q Customer needs and wantsq 顧客的要求和需求顧客的要求和需求q Anticipating customer needs when communicating with themq 在和顧客交流時(shí)預(yù)知他們的要求在和顧客交流時(shí)預(yù)知他們的要求q Be able to describe the value of your pro

8、ductq 能夠描述出你的產(chǎn)品價(jià)值能夠描述出你的產(chǎn)品價(jià)值What type of guest stays at your hotel?哪種類型的顧客在你的酒店入住？哪種類型的顧客在你的酒店入住？Can you name them all?你能叫出他們的名字嗎？你能叫出他們的名字嗎？What are their needs?他們的需求是什么2. Effective Communication Increases Sales有效的溝通能夠增強(qiáng)銷售有效的溝通能夠增強(qiáng)銷售Communication溝通溝通q Consists of three partsq 由三部分組成由三部分組成 Body lang

9、uage 肢體語(yǔ)言 Tone / inflection 語(yǔ)音語(yǔ)調(diào) Words 措詞我如何幫您？55%35%10%The Power of Communication溝通的力量溝通的力量Tapping fingers手指敲桌子Yawning打哈嘁Smiling微笑Angry怒氣Distracted by their Kids/family被孩子和家庭分心Good Communication Skills有效溝通的技巧有效溝通的技巧q Use positive words such as - “Can,” “Will.” q 使用積極的言辭，例如使用積極的言辭，例如 “可以可以”，“會(huì)會(huì)”q Ne

10、ver say Never!q 絕對(duì)不能說絕對(duì)不能說“決不決不”！q Use Professional Languageq 使用專業(yè)的語(yǔ)言使用專業(yè)的語(yǔ)言q Think before you speak. Avoid jumping to conclusionsq 思而后言，避免匆忙作結(jié)論。思而后言，避免匆忙作結(jié)論。Communication Things To Avoid交流交流 應(yīng)該注意避免的事項(xiàng)應(yīng)該注意避免的事項(xiàng)q Interrupting a guest 打擾顧客打擾顧客q Hanging up on a guest 把顧客晾在一旁把顧客晾在一旁q Expressing anger to

11、wards the guest 向顧客傾吐怨氣向顧客傾吐怨氣q Raising your tone toward the guest 跟顧客說話時(shí)音調(diào)過高跟顧客說話時(shí)音調(diào)過高q Using profanity toward a guest or within hearing distance of a guest 直接或者在顧客能聽見的距離范圍內(nèi)對(duì)顧客使用不敬言辭直接或者在顧客能聽見的距離范圍內(nèi)對(duì)顧客使用不敬言辭Tea time!Telephone Skills打打 的技巧的技巧Reasons People Call打打 的原因的原因q Make a reservation 預(yù)訂預(yù)訂q Spe

12、ak to a guest 與顧客交流與顧客交流q Obtain information about your hotel 獲取酒店的相關(guān)信息獲取酒店的相關(guān)信息q Speak to a representative of your hotel 與酒店代表進(jìn)行交流與酒店代表進(jìn)行交流Phone Etiquette打打 中的禮節(jié)中的禮節(jié)qAnswer the phone professionallyq 接聽接聽 專業(yè)化專業(yè)化qAnswer in a timely fashionq 按照慣例及時(shí)接聽按照慣例及時(shí)接聽qGive individual attentionq 個(gè)性化處理每一個(gè)個(gè)性化處理每一個(gè)

13、 qAvoid interrupting the callerq 避免打斷來電者的話避免打斷來電者的話qUse professional language and toneq 使用專業(yè)語(yǔ)言和語(yǔ)調(diào)使用專業(yè)語(yǔ)言和語(yǔ)調(diào) q- Avoid hotel / industry termsq 避免使用酒店特殊用語(yǔ)避免使用酒店特殊用語(yǔ)q- Avoid bad language, slang, or jargonq 避免使用不禮貌的話語(yǔ)、行話或黑話避免使用不禮貌的話語(yǔ)、行話或黑話qAvoid placing the caller on hold until he / she replies to that re

14、quest.q 回復(fù)顧客的請(qǐng)求前不要讓顧客一直拿著回復(fù)顧客的請(qǐng)求前不要讓顧客一直拿著 干等干等qAvoid eating or drinkingq 避免在接聽避免在接聽 時(shí)吃東西或者喝東西時(shí)吃東西或者喝東西Tone of Voice Makes an Impact語(yǔ)音語(yǔ)調(diào)留下映象語(yǔ)音語(yǔ)調(diào)留下映象q Be upbeat 要樂觀要樂觀q Remember the person calling can tell your mood by the tone of your voiceq 請(qǐng)記住打請(qǐng)記住打 的人能夠通過你的語(yǔ)音的人能夠通過你的語(yǔ)音語(yǔ)調(diào)感覺出你的情緒語(yǔ)調(diào)感覺出你的情緒q Answer ea

15、ch call as if its the first one of the dayq 把每一個(gè)把每一個(gè) 都當(dāng)作是一天中都當(dāng)作是一天中的第一個(gè)的第一個(gè) 來對(duì)待來對(duì)待Tips for Effective Telephone Reservations 有效有效 預(yù)定的小技巧預(yù)定的小技巧q Offer your name at the initial greeting 在第一問候的同時(shí)告訴對(duì)方你的名字在第一問候的同時(shí)告訴對(duì)方你的名字q Be friendly and professional 態(tài)度友好而專業(yè)態(tài)度友好而專業(yè)q Build rapport 建立共識(shí)建立共識(shí)q People do not

16、care how much you know until they know how much you care 只有顧客感受到你的真誠(chéng)，他才會(huì)樂于傾聽只有顧客感受到你的真誠(chéng)，他才會(huì)樂于傾聽3. Hotel Knowledge is Power酒店知識(shí)就是力量酒店知識(shí)就是力量Things Every Front Desk Agent Should Know件每一個(gè)前臺(tái)工作人員應(yīng)該知道的事情件每一個(gè)前臺(tái)工作人員應(yīng)該知道的事情q Features of the hotel 該酒店的特點(diǎn)該酒店的特點(diǎn)q Directions to area attractions 當(dāng)?shù)芈糜尉包c(diǎn)的大致方向或位置當(dāng)?shù)芈糜?/p>

17、景點(diǎn)的大致方向或位置q Room types and locations 房間類型以及分布房間類型以及分布q Hotel rate structure 酒店價(jià)格構(gòu)成酒店價(jià)格構(gòu)成q What they can / cant do to take care of a guest 酒店在照顧顧客上能夠做什么，有什么是做不到的酒店在照顧顧客上能夠做什么，有什么是做不到的Knowledge is Power知識(shí)就是力量知識(shí)就是力量q Teaching Your Staff Effectively 實(shí)際有效地教會(huì)你的員工實(shí)際有效地教會(huì)你的員工 Orientation 情況介紹 Job aids 工作中的協(xié)

18、助 On the job training 工作培訓(xùn) Pre - shift training 換崗培訓(xùn) Periodic testing 周期性測(cè)驗(yàn)考察4.Determine Guest Needs & Wants明確顧客的需求明確顧客的需求Sell Features & Benefits營(yíng)銷特色營(yíng)銷特色 & 實(shí)惠實(shí)惠Deliver the Benefits傳遞實(shí)惠傳遞實(shí)惠q Needs 需求需求 What your client requires or desires 你的顧客需要什么，想要什么q Features 特色特色 The “things” and ser

19、vices you offer 你所提供的服務(wù)q Benefits 實(shí)惠實(shí)惠 Whats in it for the client, his company, and / or their attendees? 顧客及其所在公司或者是活動(dòng)參與者能夠從你的服務(wù)中得到什么？q People BUY benefits, not features! 人們花錢是買實(shí)惠，不是酒店的特色！人們花錢是買實(shí)惠，不是酒店的特色！The Benefit Ball實(shí)惠之球?qū)嵒葜騫 Corporate 法人法人q Seniors 老年人老年人q Family 家庭家庭q Government 政府政府q Group

20、團(tuán)體團(tuán)體Features and Benefits特色和實(shí)惠特色和實(shí)惠q List the features of your property 列出本酒店的特色列出本酒店的特色q Identify how that will benefit the guest 明確這些特色將如何給顧客帶來實(shí)惠明確這些特色將如何給顧客帶來實(shí)惠q Decide what market segments that would benefit 明確市場(chǎng)哪些部分能夠從中受惠明確市場(chǎng)哪些部分能夠從中受惠You may try 你可以試試你可以試試q Mr. Lee, before I answer that, I nee

21、d to ask you a few questions.q 李先生，在我回答之前，我能問你幾個(gè)問題嗎？q What is bring to you to the area, Ms. Chang?q 張女士，是什么把你帶到這個(gè)城市的？q To understand your need better, Mr. Liu, let me get some information from you.q 為了更好的理解您的需求，李先生，請(qǐng)讓我從您那獲取更多的信息。q Have you stay with us before, Mr. Han.q 韓先生，您住過我們的酒店嗎？q How did you h

22、ear about our hotel, Mr. Yue?q 樂先生，您是如何知道我們酒店的？q Will you traveling alone, or bringing your family?q 您是一個(gè)人，還是帶著您的家庭？q Is this the first time to meizhou?q 您是第一次來梅州嗎？5. Overcome Objections克服異議克服異議Game 小游戲小游戲qParticipants: 3 volunteers to act as front office staff, the others are customers 參與者參與者 ： 3名志

23、愿者扮演前臺(tái)人員，名志愿者扮演前臺(tái)人員， 其余扮演顧客其余扮演顧客qTime : 5 minutes each ,totally 15minutes 時(shí)間時(shí)間 ：每人：每人5分鐘，分鐘， 共共15分鐘分鐘q Rules: 規(guī)則：規(guī)則：1. The front office staff is selling a service to the customers, and customers are trying hard to single out the various faults of the service , the task is to answer each question in

24、 a proper way , even some customers are fuzzy and picky. 前臺(tái)人員現(xiàn)在要將酒店某項(xiàng)服務(wù)推銷給顧客，前臺(tái)人員現(xiàn)在要將酒店某項(xiàng)服務(wù)推銷給顧客， 而顧客則要想方設(shè)法地挑出該服務(wù)的毛病，服務(wù)而顧客則要想方設(shè)法地挑出該服務(wù)的毛病，服務(wù)人員要用合適的方法回應(yīng)顧客，即使顧客是在雞蛋里挑骨頭。人員要用合適的方法回應(yīng)顧客，即使顧客是在雞蛋里挑骨頭。2. You can select to sell Wyndham Awards, Harbor View Room, Self-service Breakfast 你可以選擇推銷溫德姆獎(jiǎng)勵(lì)計(jì)劃，你可以選擇推銷溫

25、德姆獎(jiǎng)勵(lì)計(jì)劃， 海港景觀套房，海港景觀套房， 自助早餐自助早餐3. The best one will get rewarding 表現(xiàn)最好的一名參與者將獲得獎(jiǎng)勵(lì)表現(xiàn)最好的一名參與者將獲得獎(jiǎng)勵(lì)Handling Objections處理異議處理異議q Listen carefully and confirm your understanding of the objection 認(rèn)真聽清楚并且正確理解異議認(rèn)真聽清楚并且正確理解異議q Clarify / restate the customers objection 明確明確 / 重復(fù)顧客的異議重復(fù)顧客的異議q Prepare the custo

26、mer for your response 準(zhǔn)備答復(fù)你的顧客準(zhǔn)備答復(fù)你的顧客q Acknowledge what the customer has said 確認(rèn)顧客所表達(dá)的意思確認(rèn)顧客所表達(dá)的意思q Respond to the objection 答復(fù)顧客的異議答復(fù)顧客的異議OBJECTION異議RESPONSE答復(fù)PRICE價(jià)格“We also have a special package available. For only more, we can upgrade you to one of our suites and include a complimentary full b

27、reakfast.”“我們還提供一個(gè)特別套餐。只要再多付我們還提供一個(gè)特別套餐。只要再多付錢，你就錢，你就可以升級(jí)享受套房待遇，并包含早餐?？梢陨?jí)享受套房待遇，并包含早餐。”POSTPONEMENT推遲“Thats a particularly busy weekend for us and we will most likely sell out. Can we hold that reservation for you to guarantee you a room?”“現(xiàn)在剛好是我們酒店非常忙的一周，我們快要客滿了。我現(xiàn)在剛好是我們酒店非常忙的一周，我們快要客滿了。我們是否需要為您保留

28、預(yù)訂，來保證您的入??？們是否需要為您保留預(yù)訂，來保證您的入?。俊盡anaging Objections處理異議處理異議To Make the Sale:為了營(yíng)銷：為了營(yíng)銷：q Plan your rate quoting strategies (Rate of the Day) 戰(zhàn)略性計(jì)劃定價(jià)（當(dāng)日房?jī)r(jià)）戰(zhàn)略性計(jì)劃定價(jià)（當(dāng)日房?jī)r(jià)）q Quote value 介紹展示價(jià)值介紹展示價(jià)值q Listen for acceptance or resistance 贊同和反對(duì)意見都要聽贊同和反對(duì)意見都要聽q Use transitions to understand and respond to a c

29、ustomers objections 換位理解并答復(fù)顧客的反對(duì)意見換位理解并答復(fù)顧客的反對(duì)意見q Offer to close the sale 主動(dòng)達(dá)成銷售主動(dòng)達(dá)成銷售Let us have Lunch!6. Create a Great Lasting Impression創(chuàng)造良好而持久的印象創(chuàng)造良好而持久的印象You Never Get a Second Chance to Make a Great First Impression.你永遠(yuǎn)沒有第二次機(jī)會(huì)去創(chuàng)造一個(gè)美好的第一印象你永遠(yuǎn)沒有第二次機(jī)會(huì)去創(chuàng)造一個(gè)美好的第一印象Capturing Phone Inquiries抓住抓住 垂詢垂

30、詢q Availability 房間可用性房間可用性q Amenities 房間設(shè)施房間設(shè)施q Rate of the Day 當(dāng)天價(jià)格當(dāng)天價(jià)格q Close the Sale 關(guān)閉出售關(guān)閉出售Walk - Ins步行程式步行程式q Greet them with a smile 微笑著打招呼微笑著打招呼q Be friendly and professional 友好并且專業(yè)友好并且專業(yè)q Build rapport 建立融洽關(guān)系建立融洽關(guān)系 Walk - Ins步行程式步行程式q Know your hotel 了解你的酒店了解你的酒店 Strengths 策略 Selling Skill

31、s 銷售技巧 Positive Attitude 積極的態(tài)度 Knowledge of Competition 了解競(jìng)爭(zhēng)者 Knowledge of Demand 了解需求Selling Strategies銷售策略銷售策略Are you maximizing the benefits of this valuable program?你是否將這個(gè)富有價(jià)值的項(xiàng)目的收益最大化了你是否將這個(gè)富有價(jià)值的項(xiàng)目的收益最大化了 ？Wyndham RewardsTwo Ways to Earn溫德姆獎(jiǎng)賞計(jì)劃溫德姆獎(jiǎng)賞計(jì)劃獲得的兩個(gè)途徑獲得的兩個(gè)途徑q Qualified stays at participa

32、ting hotels 在參與的酒店中符合積分標(biāo)準(zhǔn)的住宿在參與的酒店中符合積分標(biāo)準(zhǔn)的住宿q Car Rental partners 租車合作伙伴租車合作伙伴 Wyndham RewardsAdministration溫德姆獎(jiǎng)賞計(jì)劃溫德姆獎(jiǎng)賞計(jì)劃監(jiān)管監(jiān)管q Front Desk staff must know how to: 前臺(tái)的員工必須知道如何：前臺(tái)的員工必須知道如何：q Enroll new members 招收新成員招收新成員q Ensure members get their points for their stays 確保會(huì)員得到與入住天數(shù)相應(yīng)的積分確保會(huì)員得到與入住天數(shù)相應(yīng)的積分

33、q Process free night stays 辦理免費(fèi)過夜辦理免費(fèi)過夜Advantages of Joining Wyndham Rewards加入溫德姆獎(jiǎng)賞計(jì)劃的好處加入溫德姆獎(jiǎng)賞計(jì)劃的好處qIts to join. qEarn toward free night stays at over hotels, and brands, or you can choose to earn them from everyday purchases and transactions.qIts easy to points for free night stays, airline ticket

34、s, car rental and much more. qIf you dont enroll now, you can or go to or to enroll and choose where you want your points to go. qYou have access to check points, redeem rewards or make reservations using . freepoints6,3009redeemcall 00(800)367-87477Brand WyndhamRewards 24 hourWyndhamRewards Advanta

35、ges of Joining Wyndham Rewards加入溫德姆獎(jiǎng)賞計(jì)劃的好處加入溫德姆獎(jiǎng)賞計(jì)劃的好處q _加入加入 q 在超過在超過_ 家的酒店和家的酒店和_個(gè)酒店品牌獲取免費(fèi)過夜的個(gè)酒店品牌獲取免費(fèi)過夜的_，或者你可以選擇從每日的購(gòu)買和交易中獲取，或者你可以選擇從每日的購(gòu)買和交易中獲取q 很容易將積分很容易將積分_為免費(fèi)過夜，飛機(jī)票，汽車租用和其他更多項(xiàng)為免費(fèi)過夜，飛機(jī)票，汽車租用和其他更多項(xiàng)目目q 如果你現(xiàn)在沒有加入，你可以如果你現(xiàn)在沒有加入，你可以_,或者進(jìn)入或者進(jìn)入_或或_加加入該計(jì)劃并選擇你想要的積分兌換項(xiàng)目入該計(jì)劃并選擇你想要的積分兌換項(xiàng)目q 你有你有_的權(quán)限通過的權(quán)限通過

36、_查詢積分，查詢積分，兌換獎(jiǎng)勵(lì)或預(yù)定兌換獎(jiǎng)勵(lì)或預(yù)定免費(fèi)免費(fèi)積分積分6,3009兌換兌換撥打撥打00(800)367-87477Brand 24 小時(shí)小時(shí)WyndhamRewards WyndhamRewards Wyndham RewardsScripts溫德姆獎(jiǎng)賞計(jì)劃溫德姆獎(jiǎng)賞計(jì)劃規(guī)范用語(yǔ)規(guī)范用語(yǔ) q Use scripts that include questions about Wyndham Rewards! 使用規(guī)范用語(yǔ)來回答所有關(guān)于溫德姆獎(jiǎng)賞計(jì)劃的疑問！使用規(guī)范用語(yǔ)來回答所有關(guān)于溫德姆獎(jiǎng)賞計(jì)劃的疑問！q Enforce them! Check regularly to ensure

37、 scripts are being used! 推廣它們！經(jīng)常檢查以確保規(guī)范用語(yǔ)正在被使用！推廣它們！經(jīng)常檢查以確保規(guī)范用語(yǔ)正在被使用！q Mention Wyndham Rewards at least 4 times to each guest: q 向每個(gè)顧客至少向每個(gè)顧客至少4次提到溫德姆獎(jiǎng)賞計(jì)劃次提到溫德姆獎(jiǎng)賞計(jì)劃q Reservationq 預(yù)定預(yù)定q Check-inq 入住入住 q Welcome callq 歡迎歡迎 q Check-outq 退房退房Wyndham RewardsScripts溫德姆獎(jiǎng)賞計(jì)劃溫德姆獎(jiǎng)賞計(jì)劃規(guī)范用語(yǔ)規(guī)范用語(yǔ)Consider these Pos

38、sible Selling Scenarios考慮一下這些可能實(shí)行的銷售方案考慮一下這些可能實(shí)行的銷售方案q Opening dialogue: 開場(chǎng)白開場(chǎng)白 “Mr. Smith, are you a Wyndham Rewards member?” “Smith 先生， 您是溫德姆獎(jiǎng)賞計(jì)劃的會(huì)員嗎？”q If the guest does not wish to enroll at that time: 如果此時(shí)顧客不想加入該計(jì)劃如果此時(shí)顧客不想加入該計(jì)劃 “If you do not wish to enroll now, I can enroll you at another time

39、 during your stay or upon your checkout.” “如果您現(xiàn)在不想加入， 我可以在您在酒店的其他時(shí)間或您退房時(shí)幫您加入。”Consider these Possible Selling Scenarios考慮一下這些可能實(shí)行的銷售方案考慮一下這些可能實(shí)行的銷售方案q Discussing features & benefits: 說明特色和好處說明特色和好處 “There are many valuable offers to this program that I will be glad to tell you about.” ”這個(gè)計(jì)劃提供了很多

40、有價(jià)值的服務(wù)， 我很高興能給您介紹一下?！癛ate of the Day當(dāng)日房?jī)r(jià)當(dāng)日房?jī)r(jià)q Is the most effective price point based on demand and capacity conditions. 根據(jù)需求和供給情況而確定的最有效的價(jià)格根據(jù)需求和供給情況而確定的最有效的價(jià)格q The only non - qualified rate available. 唯一的通用價(jià)格唯一的通用價(jià)格q Can be reviewed on a daily basis and adjusted as market and demand conditions warr

41、ant. 根據(jù)每日的情況確定并根據(jù)市場(chǎng)和需求情況調(diào)整根據(jù)每日的情況確定并根據(jù)市場(chǎng)和需求情況調(diào)整Selling Rate of the Day銷售當(dāng)日價(jià)格銷售當(dāng)日價(jià)格May I ask what brings you to the area?Do you have any rooms available tonight?Hello! Welcome to our hotel! My name is Mary. How may I help you today?We have a beautiful poolside non-smoking King Deluxe room available f

42、eaturing a large desk and free High Speed Internet so that you can work on your presentation.Im here making a presentation to a local business.我能問問您來這里有何貴干嗎?今晚還有空房嗎?您好！ 歡迎來到我們的酒店！ 我是Mary. 今天我能為您做點(diǎn)什么呢？我們有一間很漂亮的在游泳池邊的無煙國(guó)王豪華房， 配有大字臺(tái)和免費(fèi)的高速寬帶， 方便您的工作我在這里為本地的一個(gè)公司做演講No problem. We also have a suite availab

43、le with a small conference table thats just right for your needs. It will be a great location for your meeting.Great, but I also need space to hold a brief meeting with a client.沒問題。 我們還有一個(gè)帶小會(huì)議桌的套間， 正合你意。 正是您開會(huì)的好地方很好， 但是我還需要足夠空間同一個(gè)客人開個(gè)小會(huì)I can offer you our special Rate of the Day for our suites of o

44、nly . Can I go ahead and book that suite for you?Great, Ill take it!Very good. Are you a Wyndham Rewards member?我們可以按今日特價(jià)提供給您套房，僅 。我現(xiàn)在能給登記這個(gè)房間了嗎？太好了， 那就訂這間吧 非常好。 您是旅行獎(jiǎng)勵(lì)計(jì)劃的會(huì)員嗎？Principal Guidelines: Rate of the Day方針指導(dǎo)：當(dāng)日價(jià)格方針指導(dǎo)：當(dāng)日價(jià)格q Rate Parityq 價(jià)格透明價(jià)格透明q Quote the same rate across all channels (voic

45、e, brand , third party websites, GDS & property direct)q 所有的渠道都引入統(tǒng)一的價(jià)格（語(yǔ)音服務(wù)所有的渠道都引入統(tǒng)一的價(jià)格（語(yǔ)音服務(wù), brand ， 第三方第三方網(wǎng)網(wǎng) 站，站，GDS & 酒店直接預(yù)訂）酒店直接預(yù)訂）q Supported with “Best Available Rate” guarantee.q 以以”當(dāng)日最佳價(jià)格當(dāng)日最佳價(jià)格“項(xiàng)目加以保障項(xiàng)目加以保障q q Rate Integrity 價(jià)格體系的規(guī)范價(jià)格體系的規(guī)范 Only offer discounts to qualified customers

46、 vs. everyone. 僅向符合條件的顧客而不是所有人提供折扣 Supports and lends credibility to negotiated rates. 為商定費(fèi)率提供支持并出借信譽(yù)Principal Guidelines: Rate of the Day方針指導(dǎo)：當(dāng)日價(jià)格方針指導(dǎo)：當(dāng)日價(jià)格Coffee Break!Upselling引導(dǎo)式銷售引導(dǎo)式銷售UpsellingGuiding the Guest 引導(dǎo)式銷售引導(dǎo)式銷售引導(dǎo)顧客引導(dǎo)顧客q Two Methods for Taking A Reservation 進(jìn)行預(yù)定的兩種方式進(jìn)行預(yù)定的兩種方式 Add - Up

47、補(bǔ)充式 Top - Down 引導(dǎo)式UpsellingLets Give it a Shot 引導(dǎo)式銷售引導(dǎo)式銷售引導(dǎo)顧客引導(dǎo)顧客q Working in teams, develop an upselling script for each of the scenarios on page 23 幾人一組，共同完成幾人一組，共同完成23頁(yè)幾個(gè)引導(dǎo)式銷售的情節(jié)設(shè)定頁(yè)幾個(gè)引導(dǎo)式銷售的情節(jié)設(shè)定Internet Reservations網(wǎng)上預(yù)訂網(wǎng)上預(yù)訂Internet Reservation Strategies網(wǎng)上預(yù)訂策略網(wǎng)上預(yù)訂策略q Identify Online Reservations 識(shí)

48、別網(wǎng)上預(yù)訂信息識(shí)別網(wǎng)上預(yù)訂信息 SOR, SOE, SOT, SOO SOR，SOE，SOT，SOOq Ensure no rate disclosure 前臺(tái)工作人員不應(yīng)泄漏實(shí)際價(jià)格前臺(tái)工作人員不應(yīng)泄漏實(shí)際價(jià)格q Educate guest on booking direct 指引顧客進(jìn)行直接預(yù)定指引顧客進(jìn)行直接預(yù)定Group Activity!小組活動(dòng)！小組活動(dòng)！q What are benefits to the guest for booking directly with the hotel? 顧客直接向酒店預(yù)定會(huì)獲得哪些益處？顧客直接向酒店預(yù)定會(huì)獲得哪些益處？q How would

49、 you educate the guest on why it would be beneficial to book direct? 怎樣讓顧客明白直接預(yù)定對(duì)他們是有益的？怎樣讓顧客明白直接預(yù)定對(duì)他們是有益的？Capturing Walk - in Reservations把握即興登門的顧客把握即興登門的顧客5 Ways to Maximize Appeal使吸引力最大化的使吸引力最大化的5個(gè)方法個(gè)方法q Landscaping 景觀美化景觀美化q Lighting 燈光燈光q Safety 安全性安全性q Signage 指示牌指示牌q Appearance 酒店外觀酒店外觀Captur

50、ing Walk - in Guests留住臨時(shí)顧客留住臨時(shí)顧客q Connect with the customer 與顧客主動(dòng)接觸與顧客主動(dòng)接觸 q Answer a question with a question 用問題回答問題用問題回答問題 q Create a desire to buy 創(chuàng)造入住期望創(chuàng)造入住期望 q Ask for the sale 向顧客實(shí)施銷售向顧客實(shí)施銷售 Putting it all Together綜合綜合q On page 25 in the participant manual, read the sample walk - in script an

51、d then create your own version to ask for the sale. 請(qǐng)翻到學(xué)生手冊(cè)第請(qǐng)翻到學(xué)生手冊(cè)第25頁(yè)，讀頁(yè)，讀walk - in實(shí)例演示，然后自己寫一實(shí)例演示，然后自己寫一個(gè)進(jìn)行銷售的例子。個(gè)進(jìn)行銷售的例子。Game ：Capturing Walk - in Guests小游戲：留住臨時(shí)顧客小游戲：留住臨時(shí)顧客qParticipants : 8 volunteers to act as customers , the others are front office staff 4 people a group 參與者參與者 ： 8名志愿者扮演顧客，名志愿者扮演顧客， 其余扮演酒店前臺(tái)工作人員其余扮演酒店前臺(tái)工作人員 每每4人一組人一組q Rules: 規(guī)則：規(guī)則：1. Assuming that you worked as front office staff in three d