五星级酒店销售入职培训 Hotel Sales Orientation.docx

五星级酒店销售入职培训 Hotel Sales Orientation.docx

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五星级酒店销售入职培训HotelSalesOrientation

SALESORIENTATION

WELCOME

TOTHEEXITINGWORLDOFTHETOURISMANDHOTELINDUSTRY

================================================================

Didyouknowthatthetourismindustryisthelargestindustryintheworld?

Nootherindustryemployeesmorepeoplethanthetourismindustry.

Yesitiscorrect.Thetourismindustryisthebiggestindustryintheworld.

Theindustrycoverstransportationsuchasairlines,railways,coaches,etc..

Itcoverstouroperators,travelagents,sightseeingspotsandofcoursehotels.

Hotelscanplayamajorroleinthedevelopmentof

newbusinessandtourismdestinations.

Therearethousandsofhotelsineverycountryintheworld

rangingfromordinaryguesthousesupto5-stardeluxehotels.

Hotelsplayalsoamajorroleinthesociallifeofacity.

Mostofthetimehotelsareusedasmeetingpointsasorientationinthecitiesandpeopleusethefacilitiesinahotel

suchasrestaurants,banquets,discotheques,etc.

Hotelsespecially5-starhotelsareprestigiousaddressesand

rankingveryhighinthesocialenvironment.

GENERALGROOMING&STANDARDS

·Allsalesexecutivesshouldactasproperrepresentativesofaninternational5-stardeluxehotelatalltimes.Thisshouldapplyforduringworkingtimesaswellasprivatetimes.

·Salesstaffsarerequestedtodressinhoteluniformsprovidedbythehotelduringworkinghoursandsocialfunction.

·Malestaffmembersneedtowearsuitandtieifinthehotelpremisesandduringsalescalls.Malestaffsneedtobeshavedandhaveproperhairstyle.

·Femalestaffsarerequestedtoweartheuniformprovidedthehotel,goodmake-up,allowsnoextrememake-up,stockingsandproperhairstyle.

·Salesstaffseitherfemaleormaleneedtobepropercleanedandrepresentableatalltime.Thisappliesalsoforgeneralattitudeandmannerswithinoroutsideofthehotelpremises.

·Salesstaffsarerequestedtocarrytheirbusinesscardswiththematalltime.Thisappliesforworkinghoursaswellasforprivatetimes.

·Theimageofthehotelwillbereflectedbytheprofessionalismofthesalesstaffduringguestsencounterandsalescalls.Businessforthehoteldependsonthesalespeople.Thereforeitisunderstoodthatthesalesexecutivesofourhotelarethemostprofessionalsalesstaffamongallhotelsinourcity.

·Followingbasicgroomingwillapply.

DO

DON’T

·Wearstaffuniformandbepropergroomedatalltimeduringworkinghoursandinprivate.Haveaneatandprofessionalappearance

·Becourteousandcheerfulatalltime.

·Alwaysfollowupontimeifyoucommittedafollowup.Keepyourwordatalltimesforanythingyouhavecommitted.

·Smoke,spitordoanyotherobscenegesturesinfrontofguestsorwithinhotelpremises.

·Neverusetricksoranyotherfoulplayinordertogetbusinessorappointments.

·Neverusevulgarexpressioninfrontguestsoronthephone.

·Nevertalkbadthingsaboutotherstaffmembersoraboutguests.

·Neverskipappointmentswithoutinformingthecounterpartfirst.

·Neversay“Ihavenotime”or“Iambusy”infrontofguests,ifguestswishestoseeasalesexecutive.

·Neverdoanysexualapproachinordertogetbusiness.

PRE-CALLPLANING

Areyouasalesprofessional?

Doyouknowwhatareyoudoingandwheretostart?

Doyouthinkyouneedtohavesalesplan?

Theanswerisyes–

YOUSHOULDALWAYSPLANANDYOUSHOULDATWAYSHAVEAPLAN.

·Thefirststepofyourplanishomework.

Imagineyourselfconductingabeautifulpresentation,youhaveyourpre-callobjectives,youhaveyourappointmentandyouraremotivated,butthenyoufindoutthatyouhavespokentothewrongpersonorthecompanydoesnothaveanybusinessatall.

Inordertosaveyourselfadisappointment,trytoconductapre-callplanningbyconductingaresearchandtoidentifytheprospectoftheaccountyouarecallingto:

·Locationofthecompany

–Whereisthecompanyoriginatedfrom?

–Localcompanyorjointventure?

–Howlongisthetraveldistancebetweenthehotelandthecompany?

·Originofthecompany

–Wheredoesthiscompanyoriginatedfrom?

–Localcompanyorjointventure?

·Backgroundofcompany

–Isthiscompanylocalindependentorpartofaninternationalenterprise/conglomerate?

–Ifinternational,whereistheregionalheadquarter?

–Howlongisthiscompanyestablished?

–Whatisthesizethecompanyandhowmanystaffareemployed?

–Whatisthenatureofthebusinessofthiscompany?

–Howmanydepartmentsareandwhataretheresponsibilities?

·Historyofthiscompany

–Howlongisthiscompanyestablishedoristhiscompanyunderprogressofopening?

–Doesthiscompanyhavemanyvisitorsandhowmanyroomnightsthereareusing?

·Criteriaofhotelselection

–Whatarethecriteriafortheirhotelselection?

–Whathotelstheirwereusingforthepast?

PRE-CALLOBJECTIVES

Didyoudohomeworkandsalesplanning?

Areyoureadytomakeasalescall?

（Itmaybeacoldcall,appointmentorfollowup-pickone）

Haveyougoteverythingyouneed?

（Namefiveitemsyouthinkyouhavetotakewithyou

forasuccessfulsalescall）

1.___________________________

2.___________________________

3.___________________________

4.___________________________

5.___________________________

DOYOUREALLYKNOWWHYDOYOUMAKETHISSALESCALL-DOYOU?

Haven’tyouforgottenyourPRE-CALLOBJECTIVES?

Sitbackdownagain.Decidewhatyoureallywanttoaccomplishfromthiscall.Whenyou’vedonethat,youhaveyourPRE-CALLOBJECTIVES.

Ifyoursalescallistoapotentialaccount,yourpre-callobjectivesmightbeanyofseveralthings.Youmightjustcalltogettoknowthecustomer-introduceyourselfandestablisharelationship.Oryourobjectivecouldbetoassessthecustomer’sneeds,ortoprovideinformation.Pre-callobjectiveshelpyoutooutlineyourpresentationandtailor-madeyourcall.Whenyouplanyourcalls,you’llbeknowledgeableandconfident-andyou’lleventuallywalkawaywithacommitmentinyourpocket.

OKAY–AREYOURREADYTOESTABLISHYOUROBJECTIVE

ANDWHATISYOURFIRSTOBJECTIVE?

NO–NO-NO！

Sitbackdownagain.”Gettingtheirbusiness”isNOTapre-callobjective.Foronereason,itdoesnotfitwithyour“Needs,satisfying,selling”approach.Foranother,ifgettinghisbusinessrightthenandthereisonlyonereasonforthecall,aren’tyougoingtofeellikeafailureifyouhavetoleavewithoutareservationorbooking?

Gettingtheirbusinesscouldbeagoal,butshouldnotbeyouronlyobjective.Apre-callobjectiveshouldbewhatyourealisticallywanttoaccomplishwhileyousittingdownfacetofacewithyourprospectivecustomer.

Tohelpyouout,we’veincludedsomesample“pre-callobjective”.Chancesare,youwillhavemorethanoneobjectiveforeachcall.

SAMPLEPRE-CALLOBJECTIVES

●Tracefollow–up

●Conductingacoldcallmarketresearch

●Hotelintroductionandproductawareness

●Assessneedsandvolumeofbusiness

●Propertytour

●Identifycompetition

●Apologizeforproblemandoffersolution

●Invitationtolunchorsocialevenings

●Discussratesincrease/decrease

●Discussspecificbusiness

●Introductionasathenewsalesexecutive

●Leavenewbrochure

●Discussnewpromotionactivitiesofthehotel

●Securesalesleads

●Offerabidformeetingsorspecialevents

●Collectmeetinginformation

●IntroducenewManager

●Signupforcorporateclub

●Thankyouforinterestorbusiness

etc.

SEVENSTEPSTOASALESCALL

Thefollowingsevenstepstoasalescallaredesignedtokeepyoufocused.Followtheseandyouwillbecomeaprofessionalsalesexecutive.

Therearetwohints:

ThesestepsALWAYSfollowthesameorder.

AlwaysincludeALLofthesteps.

Howeverpleasebeadvisedthatforsomeaccountssometimesthesevenstepstosalescallarenotnecessarysincerelationshipsmayhavealreadyestablished.

SEVENSTEPS

·STEP1:

THEINTRODUTION

Thisoneiseasy.Justfollowsomeeasysteps:

–Simplyintroduceyourselfwithname,positionandwhichcompanyyouarerepresenting.

–Besuretousetheprospect’sname（alwaysaddresscustomerbyname）

–Offerafirmhandshakeifthesituationallows

–Makeandkeepeye-contactwithguestatalltime

–Offeryourbusinesscardandrequestforbusinesscard

–Ifnamecardisofferedtoyou,pleasereadandpretendtobeveryinterested

–Keepbusinesscardinfrontofyoutoremembernameandposition

–Ifadrinkisofferedtoyousuchascoffee,pleaserefuse,asthesewillinconvenientthecustomerandyoumaygetshakyifyoudrinktomuchcoffee.

·STEP2:

THEWARMUP

Thisstepisalsocalled“theice-breaker”.Spendasmuchtimeasneeded（butnomorethanneeded）onthisstep.Askopen-endedquestionstodeterminepersonalinterestsandareasofcomfortfortheprospect,thusbeginningtoestablisharelationship.

Pleaseberemindedthatpotentialcustomerprefertodealwithsalesexecutive,withwhomtheycanbecomfortable.Acommoninterestalwayshelpstoestablisharelationship.

Inordertodetermineacommoninterest,youmayobservethedecorationintheofficeoronthedeskoftheprospect.Decoration,picturesonthedeskorpicturesonthewallcanmentionedalotoftheindividualpersonality.

–ForexampleaUniversitycertificateonthewallfromaUniversityyouknow.

–Verypowerfulbackgroundforarelationshipisalsoifyouarefromthesamecityorregion.

–Youmayseesomenewspapersonthedesk,whichyoualsointerestedin.

·STEP3:

OPENINGSTATEMENT

Nowisthetimetogetdowntobusiness.YouropeningstatementshouldbedesignedtogettheInterestandattentionofyourprospect.Itisalsoti