1、Site Inspection 參觀酒店,We will altogether learn the following points: 我們一起學習以下幾點:,Establishes rapport before beginning the tour 確認參觀時間,Step One: 第一點:,You should confirm : 你應(yīng)當做到:,Avoid the hotel rush hour 避免酒店經(jīng)營高峰 Select the available time for both 與顧客約定雙方都方便的時間,Step Two: 第二點:,Demonstrates readiness an

2、d preparation 一切準備就緒,You should prepare: 你應(yīng)當準備好:,Sales Kits of hotel information 酒店產(chǎn)品資料 Name card 名片 Check the hotel room for site inspection 檢查要參觀的客房 Your Good Grooming 你的儀容儀表端正 Reserve a table in the restaurant 在餐廳定位,Step Three: 第三點:,Establishes and summarizes client needs and preferences 確定并總結(jié)顧客的

3、需求和喜好,You should know: 你應(yīng)當了解：,What he need 顧客需要什么 What he not need 顧客不需要什么 What he like 顧客喜歡什么 What he dislike 顧客不喜歡什么,Sales Secret : 銷售小秘訣： Match what his needs and preferences 投其所好,Step Four: 第四點:,Confirms inspection route in advance; route matches client interests 預(yù)先確定參觀路線，迎合顧客的興趣,You should conf

4、irm the route: 確定一些重要參觀區(qū)域：,Hotel lobby 酒店大堂 Western Restaurant 西餐廳 Chinese Restaurant 中餐廳 Banquet Hall 宴會廳 Hotel Rooms 酒店客房,Step Five: 第五點:,Moves at client pace and tailors presentation to client reactions 緊跟顧客，根據(jù)其反應(yīng)做相適應(yīng) 的陳述,You should do those: 你應(yīng)當做到:,Estimate the arriving time and take all informa

5、tion to the lobby to welcome the client . 預(yù)計顧客到達時間，帶上資料至大堂迎接 Introduce the route and match the client , adjust it according to the clients needs. 向客人介紹參觀路線，征求客人意見，并根據(jù)客人 的需求進行即時調(diào)整。,Step Six: 第六點:,Presents relevant features and outlines appropriate advantages and benefits 介紹（酒店）相關(guān)特征，優(yōu)勢， 利益等,You can in

6、troduce the following points: 你可以介紹以下幾點：,Service surfaces and handles any Resistance 讓顧客對每處參觀點發(fā)表意見， 發(fā)現(xiàn)并處理（雙方）異議問題,Clients comments and Questions are a huge amount fortune for our hotel. 顧客的提問及意見對酒店而言是巨大的財富。 Listen to the client carefully. 認真地傾聽顧客。 Focus on the clients questions. 關(guān)注顧客的問題。 Handle any resistance . 解決異議問題。 Takes some notes. 作好筆記。,Step Ten: 第十點:,Gains commitment to a specific next step 向顧客爭取進一步合作,Thanks the client and create a positive impression . 感謝顧