1. FRONT OFFICE
UPSELLING

2. 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

3. CONTENTS OF THE
PROGRAMIdentify 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

4. What should we keep in mind
when we think of UP selling?

5. Business Leisure
WHO ARE OUR GUESTS?

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

7. 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

8. OUTCOMES
Increase guest satisfaction
Increase the average room rate
Increase conversions

9. UPSELLING TECHNIQUES

10. ALWAYS USE :
Your Ears….
Eyes….
Mouth….
Heart…..

11. WHAT DO YOU USE EYES FOR?
•Eye contact
•Read body language (identify guests
needs)

12. WHAT DO YOU USE YOUR EARS
FOR?
Listening to find out guests
needs

13. WHAT DO YOU DO WITH YOUR
MOUTH?
•Smile - establish rapport
•Speak / sell / describe / convince

14. WHAT DO YOU DO WITH YOUR
HEART?
• Care for the guest

15. 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

16. POWERFUL SELLING WORDS
- Fully equipped - Elegant
- Magnificent
- Exclusive
- Beautiful View
- Superb
- Genuine
- Luxurious
- Unique
- Welcoming staff
- Tempting
- Irresistible
- Exotic
- Amazing

17. 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

18. 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

19. 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

20. QUESTIONS A GUEST MAY ASK
Why are you selling me?
What are you selling me?
What is the difference?
"So what"?
How much?
"Because you are travelling
with your family
I suggest you try one of
our junior suites …
The difference is that you
have separate living area
Which means that your
child will have plenty of space to play
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…….

21. 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

22. 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

23. 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)

24. POSITIVE SIGNALS
Can you think of any signals that tell us that the guest has a positive
reaction to our suggestion?

25. They could be Spoken Signals (things they say)
or
Silent Signals (things they do)

26. 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

27. 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”

28. 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

29. 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

30. PRICE OBJECTION
“That sounds expensive”
Empathize/agree/Explain why it is expensive
Offer alternative which will satisfy guest’s requirement in a
similar fashion

31. 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

32. ENCOURAGE
How do we encourage a guest to buy?
Speak and act with confidence, give your personal guarantee

33. 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

34. 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

35. TIMING
When is the best time to check
on satisfaction?
Soon – 5 to 10 minutes after guest reaches the room
During the show around

36. TIMING
Why check so soon?
• If there is a problem, the longer we leave it the more upset the guest is
going to be.

37. WHAT NOT TO SAY
Is everything ok?
Any problems
Any Complaints
Was that good?
Is it delicious?

38. 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

39. THE LEARNING LOOP
Recognize
skills
Benchmark
Yourself
Measure
Results
Practice
On the job
Plan
Improve
-ment
Improving your
Performance
Self-development
process

40. QUESTIONS?

41. 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

42. 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

43. 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

44. 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

45. 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

46. THANK YOU