Chapter 15 How to upsell? Why should you want to upsell upselling will make your guests more satisfied and make your business more profitable. A properly trained employee can add apparent value to a room sale that the customer is already willing to make increasing their stays worth as well as increasing your bottom line. This benefits everyone. I've heard many employees and owner say they feel uncomfortable trying to upsell like upsell or cross sell or dirty words. upsell doesn't have to be a dirty word.
In fact, it can help make your customers happier. First of all, I should explain the difference between upselling and cross selling upselling is the strategy to sell a more expensive version of something the customer already has. For example, going from a standard room to a mini suite. Cross selling is a strategy to sell products that are different but possibly related. For example, If a property has a swimming pool, you might offer your guests swimming goggles or swimming caps. Here are a few reasons to stop thinking of upselling or cross selling is dirty words.
If done correctly, upselling can build a deeper relationship with your guests by helping your guests win. What I mean by this, if you can make your guests feel like an upsell is a win for them. You both can win. For example, a couple is checking into your property and your front desk employee says, Would you like me to make a dinner reservation for you in our restaurant. With your roommate, you qualify for dinner special, saving you $20 off the normal price. Quite often, the guests will hear they're saving $20 and jump at the opportunity.
This is a win for the guests for saving $20 and for you as they might not have taken advantage of your restaurant. It is easier to upsell to returning guests than to new guests. According to the book marketing method metrics, the probability of selling to a new guest is five to 20%. The probability of selling to an existing guests is 60 to 70%. With returning guests, there is a trust factor. And for that reason upselling is easier.
Upselling increases your guests lifetime value. Each upsell can increase the lifetime value of your loyal guests paying off for many years down the line. When was the last time you went to a McDonald's and not been offered fries or a drink to go with your burger? Or the last time you bought an electrical appliance and not told us the benefits of an extended warranty? Maybe now you can see the benefits of learning and then teaching your employees to upsell. It is a vital skill that you can learn by approaching each sale smart by making use of various upsell techniques and laying the groundwork for repeat business.
What are the mechanics of upselling you need to write questions to identify By the customers once. You need to know how to listen to the customers preferences or requests, how to answer and make suggestions, or give options that that meets the customer's needs. You need to know how to describe the products, services or options. It's not only the front desk employees are reservations that can upsell but your housekeepers and waitstaff might have an opportunity to mention products, services, or options in passing. Let all the employees try for experienced what you have to offer. The more they know about what you have to offer, and being able to share their experiences will add value to the offer and easier to upsell.
I highly recommend you create a script with all the details and give it to your employees but let them develop their own pitch. If it sounds more natural, it will sound more genuine. Everyone should practice their pitches on each other. Practice makes perfect. Read your customer if a couple of times Getting away from the weekend, you could offer a couple spa treatments, or candlelight dinner. If it's a family, you could offer them a family package to the zoo or passes to the local swimming pool.
You could set these kind of opportunities up by cross promoting with other businesses. If your business includes group travel, your salesperson could offer baggage service or a group dinner plan for objections. It is important to train your staff to see and handle different situations. Because the objection real or just a guest way of saying I need more time and information. Here are examples of situations that could come across. The guests would like something but not what you have offered.
Maybe the timing is wrong. they're new to your property and you have not built trust yet. They don't understand the offer. staff have to decide whether a no is a no or request for more information. Talk with your employees about the times they were up sold and the strategies used. script out objections You have received your own particular offers, how they were handled, and then discuss how they can be handled better.
Two great rules to follow. never sell to an extremely frustrated or angry customer. Always show compassion and understanding the guests perspective, give incentives, whether it be a small percentage of the upsell to the salesperson or an incentive that is equitable so that everyone is motivated to contribute. It's important that you give regular updates on progress. A combination of both works well. These have to be measurable goals and monitored regularly.
The incentives do not always have to be financial. For example, they could be vouchers, certificates, meals, or movie passes, guide and support. I have stressed many times in the past how important training is and when it comes to upselling. Don't assume because you've told people how to do something that they will be able to just go out and deliver consistent When you have to observe how your staff handled the upsell conversation, it gives them feedback and because it's mutually beneficial, have employees critique and share ideas with each other. All feedback should be positive with options. What to promote.
In order to do this effectively, the first thing you have to determine is which products or services you wish to promote. Whenever or whatever you decide to promote. Unless it is perceived as a value to the customer, you'll be wasting your time and not building customer loyalty. The type of options we've seen work, room upgrades, special packages, if possible, utilize outside attractions and special events as well as in house offers. Champagne, wine, chocolate and fruit in the rooms, spa or wellness treatments, outdoor excursions and attractions, theater. Do your guests a favor wonderful feeling when your guests rebook because they were made to feel special.
If your customer perceives what you're doing as a favor, they're much more likely to return to the place where they felt treated right. One of the best ways to do your guests a favor is to navigate them towards a cheaper, but not the cheapest option. There's nothing more convincing than lowering your voice and saying, Now, I probably shouldn't tell you this, but this option is overpriced. Not as much fun, not as tasty. This other option gets you the same features and you're sacrificing none of the quality. But that's my opinion, but this is what I use.
Be yourself. It doesn't matter if you're an extrovert or an introvert. Studies show that the best salespeople are versatile. Those who can feel legitimate excitement and enthusiasm for guest purchases. be genuine and honest. And you'll consistently be able to upsell