FrontDeskSales

前臺營銷

CheckIntoYourSecretSalesForce發(fā)掘你潛在的營銷力WorkshopTopics

課程主題DiscoveringYourSecretSalesForce發(fā)現(xiàn)你潛在的營銷力SixStepstoSuccessfulSelling成功營銷的六個步驟SellingStrategies營銷策略TrainingYourStafftoSell員工銷售培訓(xùn)HousekeepingDetails

課程細節(jié)Pleasesilentyour

cellphones請將手機設(shè)置成靜音模式Pleaserefrainfromusingpersonallaptopcomputersduringclass請不要在課上使用電腦Takerestroombreakswhenneeded需要時可進行洗手間休息Askquestions&seekclarification提出問題并努力解決Contributetoclassdiscussion&participateinactivities.積極參與課堂討論和活動Lunch午餐時間SmokingArea吸煙區(qū)EmergencyExits緊急出口WindowofOpportunity打開心扉，把握機會HousekeepingDetails

課程細節(jié)WhoistheSecretAgent?

誰是“秘密特工”？Goal:Shakehandsandintroduceyourselvestoasmanypeopleaspossible.目標：和盡可能多的學(xué)員握手并介紹你自己Eachpersonyoumeet,tellthemthefollowingaboutyourself:從以下方面向別人介紹你自己： Name

姓名 Position

職位 Yearsinthehospitalityindustry

在酒店業(yè)工作的時間 Whatmotivatedyoutobeheretoday?

什么促使你今天來參加這個課程DiscoveringYourSecretSalesForce

發(fā)掘你潛在的營銷力YourSecretSalesForce-increasesalesthrough:

你潛在的營銷力－通過以下方面增強銷售Reservations預(yù)訂-Phoneinquiries-電話咨詢的顧客-Walk-ins-即興登門的顧客HandleObjections應(yīng)對回絕UpsellatRegistration入住登記時的“引導(dǎo)式銷售”InternetBookings網(wǎng)上預(yù)訂SixStepstoSuccessfulSelling

成功營銷的六個步驟6FrontDeskSalesSteps

前臺營銷的六個步驟1.Usea

Planned

SalesApproach應(yīng)用計劃好的營銷方法

2.EffectiveCommunicationIncreasesSales有效的溝通能夠增強銷售3.HotelKnowledgeisPower

理解你的酒店具有強大的力量4.DetermineGuestNeedsandWants--SellFeaturesandBenefits

明確顧客的要求和需求－銷售特色和實惠5.OvercomeObjections&ClosetheSale

克服銷售異議并達成交易6.CreateaGreatLastingImpression樹立一個良好持久的印象1. UseaPlannedSalesApproach應(yīng)用計劃好的營銷方法KnowyourCustomer了解解你你的的顧顧客客Customertypes顧客客的的類類型型Customerneedsandwants顧客客的的要要求求和和需需求求Anticipatingcustomerneedswhencommunicatingwiththem在和和顧顧客客交交流流時時預(yù)預(yù)知知他他們們的的要要求求Beabletodescribethevalueofyourproduct能夠夠描描述述出出你你的的產(chǎn)產(chǎn)品品價價值值Whattypeofgueststaysatyourhotel?哪種種類類型型的的顧顧客客在在你你的的酒酒店店入入住??？？Canyounamethemall?你能能叫叫出出他他們們的的名名字字嗎嗎？？Whataretheirneeds?他們們的的需需求求是是什什么么2.EffectiveCommunicationIncreasesSales有效效的的溝溝通通能能夠夠增增強強銷銷售售Communication溝通通Consistsofthreeparts由三三部部分分組組成成Bodylanguage肢體體語語言言Tone/inflection語音音語語調(diào)調(diào)Words措詞詞我如如何何幫幫您您？？55%35%10%ThePowerofCommunication溝通通的的力力量量Tappingfingers手指指敲敲桌桌子子Yawning打哈哈嘁嘁Smiling微笑笑Angry怒氣氣DistractedbytheirKids/family被孩孩子子和和家家庭庭分分心心GoodCommunicationSkills有效效溝溝通通的的技技巧巧Usepositivewordssuchas-““Can,””““Will.””使用用積積極極的的言言辭辭，，例例如如““可可以以””，，““會會””NeversayNever!絕對對不不能能說說““決決不不””！！UseProfessionalLanguage使用用專專業(yè)業(yè)的的語語言言Thinkbeforeyouspeak.Avoidjumpingtoconclusions思而而后后言言，，避避免免匆匆忙忙作作結(jié)結(jié)論論。。Communication––ThingsToAvoid交流流———應(yīng)該該注注意意避避免免的的事事項項Interruptingaguest打擾擾顧顧客客Hanginguponaguest把顧顧客客晾晾在在一一旁旁Expressingangertowardstheguest向顧客客傾吐吐怨氣氣Raisingyourtonetowardtheguest跟顧客客說話話時音音調(diào)過過高Usingprofanitytowardaguestorwithinhearingdistanceofaguest直接或或者在在顧客客能聽聽見的的距離離范圍圍內(nèi)對對顧客客使用用不敬敬言辭辭Teatime!TelephoneSkills打電話話的技技巧ReasonsPeopleCall打電話話的原原因Makeareservation預(yù)訂Speaktoaguest與顧客客交流流Obtaininformationaboutyourhotel獲取酒酒店的的相關(guān)關(guān)信息息Speaktoarepresentativeofyourhotel與酒店店代表表進行行交流流PhoneEtiquette打電話話中的的禮節(jié)節(jié)Answerthephoneprofessionally接聽電電話專專業(yè)化化Answerinatimelyfashion按照慣慣例及及時接接聽Giveindividualattention個性化化處理理每一一個電電話Avoidinterruptingthecaller避免打打斷來來電者者的話話Useprofessionallanguageandtone使用專專業(yè)語語言和和語調(diào)調(diào)-Avoidhotel/industryterms避免使使用酒酒店特特殊用用語-Avoidbadlanguage,slang,orjargon避免使使用不不禮貌貌的話話語、、行話話或黑黑話Avoidplacingthecalleronholduntilhe/sherepliestothatrequest.回復(fù)顧顧客的的請求求前不不要讓讓顧客客一直直拿著著電話話干等等Avoideatingordrinking避免在在接聽聽電話話時吃吃東西西或者者喝東東西ToneofVoiceMakesanImpact語音語語調(diào)留留下映映象Beupbeat要樂觀觀Rememberthepersoncallingcantellyourmoodbythetoneofyourvoice請記住住打電電話的的人能能夠通通過你你的語語音語語調(diào)感感覺出出你的的情緒緒Answereachcallasifit’sthefirstoneoftheday把每一一個電電話都都當(dāng)作作是一一天中中的第第一個個電話話來對對待TipsforEffectiveTelephoneReservations有效電電話預(yù)預(yù)定的的小技技巧Offeryournameattheinitialgreeting在第一一問候候的同同時告告訴對對方你你的名名字Befriendlyandprofessional態(tài)度友友好而而專業(yè)業(yè)Buildrapport建立共共識Peopledonotcarehowmuchyouknowuntiltheyknowhowmuchyoucare……只有顧顧客感感受到到你的的真誠誠，他他才會會樂于于傾聽聽HotelKnowledgeisPower酒店知知識就就是力力量ThingsEveryFrontDeskAgentShouldKnow件每一一個前前臺工工作人人員應(yīng)應(yīng)該知知道的的事情情Featuresofthehotel該酒店店的特特點Directionstoareaattractions當(dāng)?shù)芈寐糜尉熬包c的的大致致方向向或位位置Roomtypesandlocations房間類類型以以及分分布Hotelratestructure酒店價價格構(gòu)構(gòu)成Whattheycan/can’tdototakecareofaguest酒店在在照顧顧顧客客上能能夠做做什么么，有有什么么是做做不到到的5KnowledgeisPower知識就就是力力量TeachingYourStaffEffectively實際有有效地地教會會你的的員工工Orientation情況介介紹Jobaids工作中中的協(xié)協(xié)助Onthejobtraining工作培培訓(xùn)Pre-shifttraining換崗培培訓(xùn)Periodictesting周期性性測驗驗考察察DetermineGuestNeeds&Wants明確顧顧客的的需求求SellFeatures&Benefits營銷特特色&實惠DelivertheBenefits傳遞實實惠Needs需求Whatyourclientrequiresordesires你的顧顧客需需要什什么，，想要要什么么Features特色The““things”andservicesyouoffer你所提提供的的服務(wù)務(wù)Benefits實惠What’’sinitfortheclient,hiscompany,and/ortheirattendees?顧客及及其所所在公公司或或者是是活動動參與與者能能夠從從你的的服務(wù)務(wù)中得得到什什么？？PeopleBUYbenefits,notfeatures!人們花花錢是是買實實惠，，不是是酒店店的特特色??！TheBenefitBall實惠之之球Corporate法人Seniors老年人人Family家庭Government政府Group團體FeaturesandBenefits特色和和實惠惠Listthefeaturesofyourproperty列出本本酒店店的特特色Identifyhowthatwillbenefittheguest明確這這些特特色將將如何何給顧顧客帶帶來實實惠Decidewhatmarketsegmentsthatwouldbenefit明確市市場哪哪些部部分能能夠從從中受受惠Youmaytry你可以以試試試Mr.Lee,beforeIanswerthat,Ineedtoaskyouafewquestions.李先生生，在在我回回答之之前，，我能能問你你幾個個問題題嗎？？Whatisbringtoyoutothearea,Ms.Chang?張女士士，是是什么么把你你帶到到這個個城市市的？？Tounderstandyourneedbetter,Mr.Liu,letmegetsomeinformationfromyou.為了更更好的的理解解您的的需求求，李李先生生，請請讓我我從您您那獲獲取更更多的的信息息。Haveyoustaywithusbefore,Mr.Han.韓先生生，您您住過過我們們的酒酒店嗎嗎？Howdidyouhearaboutourhotel,Mr.Yue?樂先生生，您您是如如何知知道我我們酒酒店的的？Willyoutravelingalone,orbringingyourfamily?您是一一個人人，還還是帶帶著您您的家家庭？？Isthisthefirsttimetomeizhou?您是第一次次來梅州嗎嗎？OvercomeObjections克服異議Game小游戲Participants:3volunteerstoactasfrontofficestaff,theothersarecustomers參與者：：3名志愿者扮扮演前臺人人員，其其余扮演顧顧客Time:5minuteseach,totally15minutes時間：每每人5分鐘，共共15分鐘Rules:規(guī)則：1.Thefrontofficestaffissellingaservicetothecustomers,andcustomersaretryinghardtosingleoutthevariousfaultsoftheservice,thetaskistoanswereachquestioninaproperway,evensomecustomersarefuzzyandpicky.前臺人員現(xiàn)現(xiàn)在要將酒酒店某項服服務(wù)推銷給給顧客，而而顧客則則要想方設(shè)設(shè)法地挑出出該服務(wù)的的毛病，服服務(wù)人員要要用合適的的方法回應(yīng)應(yīng)顧客，即即使顧客是是在雞蛋里里挑骨頭。。2.YoucanselecttosellWyndhamAwards,HarborViewRoom,Self-serviceBreakfast……你可以選擇擇推銷溫德德姆獎勵計計劃，海海港景觀套套房，自自助早餐…3.Thebestonewillgetrewarding表現(xiàn)最好的的一名參與與者將獲得得獎勵HandlingObjections處理異議Listencarefullyandconfirmyourunderstandingoftheobjection認真聽清楚楚并且正確確理解異議議Clarify/restatethecustomer’sobjection明確/重復(fù)顧客的的異議Preparethecustomerforyourresponse準備答復(fù)你你的顧客Acknowledgewhatthecustomerhassaid確認顧客所所表達的意意思Respondtotheobjection答復(fù)顧客的的異議OBJECTION異議RESPONSE答復(fù)PRICE價格“Wealsohaveaspecialpackageavailable.Foronly<amount>more,wecanupgradeyoutooneofoursuitesandincludeacomplimentaryfullbreakfast.”“我們還提供一個特別套餐。只要再多付<數(shù)量>錢，你就可以升級享受套房待遇，并包含早餐?！盤OSTPONEMENT推遲“That’saparticularlybusyweekendforusandwewillmostlikelysellout.Canweholdthatreservationforyoutoguaranteeyouaroom?”“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預(yù)訂，來保證您的入??？”ManagingObjections處理異議ToMaketheSale:為了營銷：：Planyourratequotingstrategies(RateoftheDay)戰(zhàn)略性計劃劃定價（當(dāng)當(dāng)日房價））Quotevalue介紹展示價價值Listenforacceptanceorresistance贊同和反對對意見都要要聽Usetransitionstounderstandandrespondtoacustomer’sobjections換位理解并并答復(fù)顧客客的反對意意見Offertoclosethesale主動達成銷銷售LetushaveLunch!6.CreateaGreatLastingImpression創(chuàng)造良好而而持久的印印象YouNeverGetaSecondChancetoMakeaGreatFirstImpression.你永遠沒有有第二次機機會去創(chuàng)造造一個美好好的第一印印象CapturingPhoneInquiries抓住電話垂垂詢Availability房間可用性性Amenities房間設(shè)施RateoftheDay當(dāng)天價格ClosetheSale關(guān)閉出售Walk-Ins步行程式Greetthemwithasmile微笑著打招招呼Befriendlyandprofessional友好并且專專業(yè)Buildrapport建立融洽關(guān)關(guān)系Walk-Ins步行程式Knowyourhotel了解你的酒酒店Strengths策略SellingSkills銷售技巧PositiveAttitude積極的態(tài)度度KnowledgeofCompetition了解競爭者者KnowledgeofDemand了解需求SellingStrategies銷售策略Areyoumaximizingthebenefitsofthisvaluableprogram?你是否將這這個富有價價值的項目目的收益最最大化了？？WyndhamRewards…TwoWaystoEarn溫德姆獎賞賞計劃…獲得的兩個個途徑Qualifiedstaysatparticipatinghotels在參與的酒酒店中符合合積分標準準的住宿CarRentalpartners租車合作伙伙伴WyndhamRewards…Administration溫德姆獎賞賞計劃…監(jiān)管FrontDeskstaffmustknowhowto:前臺的員工工必須知道道如何：Enrollnewmembers招收新成員員Ensuremembersgettheirpointsfortheirstays確保會員得得到與入住住天數(shù)相應(yīng)應(yīng)的積分Processfreenightstays辦理免費過過夜AdvantagesofJoiningWyndhamRewards加入溫德姆姆獎賞計劃劃的好處It’stojoin.Earntowardfreenightstaysatoverhotels,andbrands,oryoucanchoosetoearnthemfromeverydaypurchasesandtransactions.It’seasytopointsforfreenightstays,airlinetickets,carrentalandmuchmore.Ifyoudon’tenrollnow,youcanorgotoortoenrollandchoosewhereyouwantyourpointstogo.Youhaveaccesstocheckpoints,redeemrewardsormakereservationsusing.freepoints6,3009redeemcall00(800)367-87477BWyndhamR24hourWyndhamRAdvantagesofJoiningWyndhamRewards加入溫德姆獎獎賞計劃的好好處____________加入在超過_______家的酒店和______個酒店品牌獲獲取免費過夜夜的_________，或者你可以以選擇從每日日的購買和交交易中獲取很容易將積分分__________為免費過夜，，飛機票，汽汽車租用和其其他更多項目目如果你現(xiàn)在沒沒有加入，你你可以__________________________________,或者進入_____________________或__________________________加入該計劃并并選擇你想要要的積分兌換換項目你有___________的權(quán)限通過__________________________查詢積分，兌兌換獎勵或預(yù)預(yù)定免費積分6,3009兌換撥打00(800)367-87477B24小時WyndhamRWyndhamRWyndhamRewards……Scripts溫德姆獎賞計計劃…規(guī)范用語UsescriptsthatincludequestionsaboutWyndhamRewards!使用規(guī)范用語語來回答所有有關(guān)于溫德姆姆獎賞計劃的的疑問！Enforcethem!Checkregularlytoensurescriptsarebeingused!推廣它們！經(jīng)經(jīng)常檢查以確確保規(guī)范用語語正在被使用用！MentionWyndhamRewardsatleast4timestoeachguest:向每個顧客至至少4次提到溫德姆姆獎賞計劃Reservation預(yù)定Check-in入住Welcomecall歡迎電話Check-out退房WyndhamRewards……Scripts溫德姆獎賞計計劃…規(guī)范用語ConsiderthesePossibleSellingScenarios考慮一下這些些可能實行的的銷售方案Openingdialogue:開場白“Mr.Smith,areyouaWyndhamRewardsmember?””“Smith先生，您是是溫德姆獎賞賞計劃的會員員嗎？”Iftheguestdoesnotwishtoenrollatthattime:如果此時顧客客不想加入該該計劃“Ifyoudonotwishtoenrollnow,Icanenrollyouatanothertimeduringyourstayoruponyourcheckout.”“如果您現(xiàn)在不不想加入，我我可以在您您在酒店的其其他時間或您您退房時幫您您加入?！盋onsiderthesePossibleSellingScenarios考慮一下這些些可能實行的的銷售方案Discussingfeatures&benefits:說明特色和好好處“TherearemanyvaluableofferstothisprogramthatIwillbegladtotellyouabout.””這個計劃提供供了很多有價價值的服務(wù)，，我很高興興能給您介紹紹一下?！癛ateoftheDay當(dāng)日房價Isthemosteffectivepricepointbasedondemandandcapacityconditions.根據(jù)需求和供供給情況而確確定的最有效效的價格Theonlynon-qualifiedrateavailable.唯一的通用價價格Canbereviewedonadailybasisandadjustedasmarketanddemandconditionswarrant.根據(jù)每日的情情況確定并根根據(jù)市場和需需求情況調(diào)整整SellingRateoftheDay銷售當(dāng)日價格格MayIaskwhatbringsyoutothearea?Doyouhaveanyroomsavailabletonight?Hello!Welcometoourhotel!MynameisMary.HowmayIhelpyoutoday?Wehaveabeautifulpoolsidenon-smokingKingDeluxeroomavailablefeaturingalargedeskandfreeHighSpeedInternetsothatyoucanworkonyourpresentation.I’mheremakingapresentationtoalocalbusiness.我能問問您來來這里有何貴貴干嗎?今晚還有空房房嗎?您好！歡歡迎來到我們們的酒店！我是Mary.今天我能為您您做點什么呢呢？我們有一間很很漂亮的在游游泳池邊的無無煙國王豪華華房，配有有大字臺和免免費的高速寬寬帶，方便便您的工作我在這里為本本地的一個公公司做演講Noproblem.Wealsohaveasuiteavailablewithasmallconferencetablethat’sjustrightforyourneeds.Itwillbeagreatlocationforyourmeeting.Great,butIalsoneedspacetoholdabriefmeetingwithaclient.沒問題。我我們還有一一個帶小會議議桌的套間，，正合你意意。正是您開會的的好地方很好，但是是我還需要足足夠空間同一一個客人開個個小會IcanofferyouourspecialRateoftheDayforoursuitesofonly<amount>.CanIgoaheadandbookthatsuiteforyou?Great,I’lltakeit!Verygood.AreyouaWyndhamRewardsmember?我們可以按今今日特價提供供給您套房，，僅<價錢>。我現(xiàn)在能給給登記這個房房間了嗎？太好了，那那就訂這間吧吧非常好。您您是旅行獎獎勵計劃的會會員嗎？PrincipalGuidelines:RateoftheDay…方針指導(dǎo)：當(dāng)當(dāng)日價格…RateParity…價格透明Quotethesamerateacrossallchannels(voice,,thirdpartywebsites,GDS&propertydirect)所有的渠道都都引入統(tǒng)一的的價格（語音音服務(wù),，第三方網(wǎng)網(wǎng)站，GDS&酒店直接預(yù)訂訂）Supportedwith““BestAvailableRate””guarantee.以”當(dāng)日最佳佳價格“項目目加以保障RateIntegrity…價格體系的規(guī)規(guī)范…Onlyofferdiscountstoqualifiedcustomersvs.everyone.僅向符合條件件的顧客而不不是所有人提提供折扣Supportsandlendscredibilitytonegotiatedrates.為商定費率提提供支持并出出借信譽PrincipalGuidelines:RateoftheDay…方針指導(dǎo)：當(dāng)當(dāng)日價格…CoffeeBreak!Upselling引導(dǎo)式銷售Upselling…GuidingtheGuest引導(dǎo)式銷售…引導(dǎo)顧客TwoMethodsforTakingAReservation進行預(yù)定的兩兩種方式Add-Up補充式Top-Down引導(dǎo)式Upselling…Let’sGiveitaShot引導(dǎo)式銷售…引導(dǎo)顧客Workinginteams,developanupsellingscriptforeachofthescenariosonpage23幾人一組，共共同完成23頁幾個引導(dǎo)式式銷售的情節(jié)節(jié)設(shè)定InternetReservations網(wǎng)上預(yù)訂InternetReservationStrategies網(wǎng)上預(yù)訂策略略IdentifyOnlineReservations識別網(wǎng)上預(yù)訂訂信息SOR,SOE,SOT,SOOSOR，SOE，SOT，SOOEnsurenoratedisclosure前臺工作人員員不應(yīng)泄漏實實際價格Educateguestonbookingdirect指引顧客進行行直接預(yù)定GroupActivity!小組活動！Whatarebenefitstotheguestforbookingdirectlywiththehotel?顧客直接向酒酒店預(yù)定會獲獲得哪些益處處？Howwouldyoueducatetheguestonwhyitwouldbebeneficialtobookdirect?怎樣讓顧客明明白直接預(yù)定定對他們是有有益的？CapturingWalk-inReservations把握即興登門門的顧客5WaystoMaximizeAppeal使吸引力最大大化的5個方法Landscaping景觀美化Lighting燈光Safety安全性Signage指示牌Appearance酒店外觀CapturingWalk-inGuests留住臨時顧客客Connectwiththecustomer與顧客主動接接觸Answeraquestionwithaquestion用問題回答問問題Createadesiretobuy創(chuàng)造入住期望望Askforthesale向顧客實施銷銷售PuttingitallTogether綜合Onpage25intheparticipantmanual,readthesamplewalk-inscriptandthencreateyourownversiontoaskforthesale.請翻到學(xué)生手手冊第25頁，讀walk-in實例演示，然然后自己寫一一個進行銷售售的例子。Game：CapturingWalk-inGuests小游戲：留住住臨時顧客Participants:8volunteerstoactascustomers,theothersarefrontofficestaff—4peopleagroup參與者：8名志愿者扮演演顧客，其其余扮演酒店店前臺工作人人員—每4人一組Rules:規(guī)則：1.Assumingthatyouworkedasfrontofficestaffinthreedifferenthotels.Thehardwarefacilitiesofeachhotelaresimilar,forexample,thesameprice,discounts,dinning,quantityandqualityofrooms,fitnesscenter,satelliteTV,Internetservices……假設(shè)你們在3家不同的酒店店做前臺服務(wù)務(wù)。酒店店的硬件設(shè)施施相同，比比如，相同同的價格，折折扣，食食物，客房房數(shù)量和質(zhì)量量，健身中中心，衛(wèi)星星電視，網(wǎng)網(wǎng)絡(luò)服務(wù)…2.TheWalk-inguestsshouldinqyireabouteachhotel,finallyselectone8位臨時顧客要要到每家酒店店進行詢問，，最后挑選選一家入住3.Tryyouhardtocapturetheguests.Theonewhogetmostguestswillbethewinner盡你所能留住住顧客，留留住顧客最多多的酒店獲勝勝Training培訓(xùn)Whenyouteach,youlearn教學(xué)相長Who…What…When對象…內(nèi)容…時間Whoshouldbetrained?哪些人應(yīng)當(dāng)參參加培訓(xùn)？Whatdotheyneedtoknow?他們應(yīng)當(dāng)學(xué)到到什么？Whenshouldtheybetrained?什么時候該進進行培訓(xùn)？KeystoaSuccessfulTrainingSession成功的培訓(xùn)關(guān)關(guān)鍵所在KeyOne–Beknowledgeable要點一—知識淵博KeyTwo–Knowyouraudience要點二—了解你的聽眾眾KeyThree––Prepareexercisesinadvance要點三—提前準備練習(xí)習(xí)KeyFour–Layoutallneededtrainingmaterials要點四—列出培訓(xùn)當(dāng)中中要用到的所所有材料4StepTrainingMethod培訓(xùn)方法四步步驟Explain解釋2.Demonstrate演示3.Practice練習(xí)4.Feedback反饋TakingitBacktotheProperty將下面的話題題帶回酒店討討論EffectiveCommunicationIncreasesSales(bodylanguage,tone,words)FivethingseveryfrontdeskagentshouldknowDeterminingGuestNeedsandWants--SellFeaturesandBenefitsOvercomingObjections&ClosetheSaleCreateaGreatLastingImpressionSellingthevalueofWyndhamRewardsUsingRateoftheDayasasellingtoolCapturingPhoneInquiriesandWalk-insUp-sellingTechniquesConvertingInternetReservationsTakingitBacktotheProperty將下面的話題題帶回酒店討討論有效的交流能能夠促進銷售售（包括肢體體語言，語音音語調(diào)，言語語交流）每一個前臺人人員都應(yīng)當(dāng)知知道的五件事事找出顧客的需需求和要求—向顧客推銷酒酒店的特點及及顧客可以獲獲得的益處克服阻力和完完成銷售給顧客留下一一個長久的好好印象推銷WyndhamRewards的價值利用當(dāng)日價格格作為銷售工工具爭取留住打電電話詢問和未未經(jīng)預(yù)定直接接來到酒店的的臨時顧客9.引導(dǎo)式銷售技技巧10.培養(yǎng)顧客進行行網(wǎng)上預(yù)定9、靜夜四無鄰鄰，荒居舊業(yè)業(yè)貧。。1月-231月-23Thursday,January5,202310、雨中黃葉樹樹，燈下白頭頭人。。23:09:1123:09:1123:091/5/202311:09:11PM11、以我我獨沈沈久，，愧君君相見見頻。。。1月-2323:09:1123:09Jan-2305-Jan-2312、故人江江海別，，幾度隔隔山川。。。23:09:1123:09:1123:09Thursday,January5,202313、乍見翻翻疑夢，，相悲各各問年。。。1月-231月-2323:09:1123:09:11January5,202314、他鄉(xiāng)生白白發(fā)，舊國國見青山。。。05一月月202311:09:11下下午23:09:111月-2315、比不了得就就不比，得不不到的就不要要。。。一月2311:09下下午1月-2323:09January