Hotel Sales Training

Suggestive Selling & Up-Selling

Our hotel sales training isn’t just a ‘tick-box’ exercise.  We have a strong focus on driving new behaviours that stick, grounded in strong, repeatable experiences in the training room that are second nature by the time we release your team back to guests. All of our clients have received 15-30% uplifts in up-sells, cross-sells, repeats and referrals following our training.​

Commercial Awareness Mindset

We start with the ‘Why’ to the programme, with questions and talking points such as:​

• Why is suggestive selling and up-selling so important to us all, including our guests?​
• What are the world’s top hotels and event properties doing to stimulate increased share-of-wallet per guest?​
• What do guests want, and what do they get?  How do I look with the guest’s lens, rather than my own?
• The power of collective input:  What this means financially and emotionally if we all contribute together, versus only a small percentage of people executing new commercial behaviours. ​
• Personal resolutions and objectives:  We all make a commitment to adding some new behaviours and techniques to stimulate not just up-sells, but also have a commercial awareness for repeats, referrals and cross-sell opportunities.​

Hotel Sales Training Dynamics

As with all of our training, we start with the mindset and the belief – and how to bring this to life for the customer! Then, we tackle selling value and taking control, all with the aim of creating an outstanding experience for your guests. Some topics we could cover with your teams are:

Connect

A good first impression makes you approachable and gives your recommendations more credibility. This first fifteen seconds paves the way for the right climate to enjoy an open dialogue with the guest, if done in a natural, authentic way. . We throw a spotlight on connection, making sure that everyone absolutely understands how critical it is (NOT a ’nice to have’), and that it’s the platform for successful selling.​

Open

We open the conversation to ensure we know about the guest’s situation, circumstances and preferences, always with a welcoming, warm tone.  When guests feel welcome, they also tend to stay longer, eat, drink, and spend more.  First impressions linger for years. It’s the guest’s perception of us that counts, and this is best achieved through getting each conversation off to a great start:  tone, messaging, delivery and enthusiasm are in focus, with lots of examples and scenarios to ensure your team is optimizing the opening to every conversation..​

Discover

We focus on questioning, listening, and most of all picking up the signs for not only the content of the guest’s answers, but also the emotion driving it.  This is the platform for stronger, trusted relationships leading to more sales.  ​We emphasise buying signals, picking up on, and probing the clues left in the conversation, and objection handling​

Experience

After your teams have fully understood the guest’s world, the experience can now be enhanced by providing them with exactly what they need.  This part of the training is around presenting the option in the best possible light, using the appropriate messaging to pitch the experience to the guest in a way that captivates.  Vivid story-telling & selling value both feature here. We offer upgrades, alternatives and additions to effectively up-sell in an appropriate way and enhance the guest experience, giving them a story to tell while maximising the commercial output.