30 words of the hotel's gold sales, you must know!
Hotel sales are the most critical part of the hotel’s high profits. He is fully responsible for the external work of hotel products, including guest rooms, catering, conferences, etc., from management to the hotel’s marketing performance and image.
In daily work, sales should pay extra attention to the details of customer communication. Good eloquence and communication skills can help sales quickly win the trust of customers and get more orders. In this course, let’s learn how to communicate in hotel sales in different scenarios.
01
customer communication skills
First of all, the sales staff should keep their grooming and appearance clean and tidy, and behave elegantly, leaving customers with a sense of civilized and polite manners.
Communication with people varies from person to person. There is an old saying, talk to people and talk to ghosts, which means that in interpersonal communication, we should be based on the principle of flexibility and change according to the different guests we deal with. and take a different language approach.
When we communicate with the guests, we must remember not to call the guests brothers and sisters, and give the guests enough respect and respect. No matter how good your relationship is, he is also a guest.
Never disclose the internal information of the hotel with guests or peers. Remember that you are a part of the company. If the hotel is bad, you will not be good either.
The most important thing for our marketers to communicate with customers is to be flexible and have the ability to deal with emergencies.
02
Communication distance and applicable skills
Different periods of interpersonal communication involve different communication languages, including salutation, greeting, introduction, greeting and farewell.
- Salutation
Salutation is a common problem encountered in interpersonal communication, especially when the two parties meet for the first time. Therefore, since ancient times, China has had very strict and cumbersome regulations on appellation, otherwise, it will not only be disrespectful, lose face, but also may be charged with disrespect. With the evolution of modern life, the appellation in the process of interpersonal communication has become increasingly simplified and practical, the cumbersome appellation has been gradually eliminated, and many new appellations have appeared. How to master the appropriate address is directly related to a person’s cultural accomplishment and affects the other party’s understanding and emotion of you.
- Greeting
Greetings are mostly composed of specific gestures accompanied by some vocal language. Generally, the most common greetings are shaking hands, waving, bowing, arching hands, accompanied by smiles and some vocal greetings, opening the prelude to communication between the two parties.
When greeting, you should avoid:
① Wear gloves and shake hands with each other
② Dirty or wet hands (should apologize, such as “I’m sorry”, etc.);
③ Excessive force or powerlessness, giving a sense of rudeness or indifference;
④ If the time is too long, cross handshake.
⑥ Forcing others to shake hands (should grasp the principle of reaching out first, generally women and people with high status decide to shake hands with initiative).
- Introduction
Introductory language is the basic means of mutual understanding between the two parties. Generally, when introducing, the priority should be given to the elders, people with high positions, women, etc., that is, the younger ones and those with lower positions should introduce themselves first.
- Greeting
In general interpersonal communication, a proper greeting is like a lubricant to reflect the rapport between the two parties. Generally, when giving greetings, there is also a sequence rule similar to that of introduction, that is, young people, gentlemen, subordinates, etc. should take the initiative to greet, and they should be greeted with polite thanks.
In short, the greeting should not be too long-winded, but should be concise, polite, appropriate, or simply use a nod, smile, etc. instead of language greetings. Greetings should be sincere, not insincere, giving people a sense of hypocrisy.
- Farewell
After the interpersonal activities are over, you should say goodbye. Generally, you only need to get up and say “goodbye”, “excuse you”, “talk to you next time” and other languages. If the other party goes out to see them off, they should euphemistically express their gratitude and say “please stay”, and gently bring them to the door. If you send the other party, you should get up and say “walk slowly”, etc., and send the other party to a certain distance.
03
telephone communication skills
Hotel sales staff should pay attention to the following points when customers make phone calls and make reservations:
After the guest picks up the phone, the honorific Mr. XX (Ms.) should be used, or the title should be used.
If the guest is busy when answering the phone, you can apologize and ask the guest for a convenient time to call again.
Briefly explain matters during the phone call with the guests, remember not to be long-winded or nagging.
Make an appointment with the guest to meet the time and place as much as possible to make an appointment with the guest to their unit or hotel to express sincerity.
Arrive at the appointed place earlier than the appointed time, and remember not to make the guests wait.
The time for each appointment and conversation should be controlled within 10 to 20 minutes, and the time should not be too long to make the guests bored.
04
Marketing Negotiation Skills
We introduce the features of the product, followed by our benefits and the concept of the product.
Listening: The biggest weakness of inexperienced negotiators is that they cannot listen to the other party patiently. They think that their task is to say what they want to say and refute the other party’s objection. They are always thinking about what to say next, As a result, a lot of valuable information is missed. A successful negotiator spends more than 50% of his time listening, listening, thinking, analyzing, and constantly asking questions to ensure his correct understanding. the meaning of the other party.
Ask: The second most important skill in negotiation is to ask questions, which not only enables us to obtain information that we usually cannot get, but also confirms our own judgment. Try to use closed-ended questions to let customers answer yes or no. Don’t need to explain the problem, listen patiently, and ask the appropriate questions to get a lot of valuable information about the customer and what they really need.
Quote:
① Quotation within a reasonable range
② Make reasonable use of the information you know
③ It is not advisable to change the process multiple times during the quotation process
05
Taboos in the negotiation process
1. Avoid arguing
When communicating with customers, hotel salespeople should never forget their occupation and what your identity is. Be aware that arguing with customers will not solve any problems, it will only lead to customer resentment. If you deliberately go into a heated argument with the customer, even if you have the upper hand, won the victory, and refuted the customer to be speechless, skinless, red-faced, and shameless, you are happy and happy, but what do you get? What? Lost customers, lost business.
2. Avoid questioning
When communicating with customers, hotel sales staff must understand and respect the thoughts and opinions of customers, and must not talk to customers in the way of questioning. Talking to customers in the tone of questioning or interrogation is a sign that the hotel marketing staff is not polite, it is a reflection of disrespect for people, and it hurts the feelings and self-esteem of customers the most. Remember! If you want to win the favor and admiration of your customers, don’t ask questions.
3, avoid orders
When talking with customers, hotel sales staff should show a little smile, be kind, speak softly, and use a soft tone. They should communicate with customers in the tone of consultation, negotiation or advice, and must not talk to people in the tone of orders and instructions. Always remember one - you are not the customer’s leader and superior, you have no right to point fingers, give orders or give instructions to customers.
4. Don’t show off
When communicating with customers about yourself, you should introduce yourself realistically and give a little praise. Don’t get carried away, brag about yourself, show off your origin, knowledge, wealth, status, performance and income, etc. This will artificially create estrangement and distance between the two sides. You must know that between people, the head and the head are the closest; but the pocket and the pocket are the farthest. Remember, your wealth belongs to you personally; your status belongs to your unit and is temporary; and your service attitude and service quality belong to your customers and are eternal.
5. Don’t be straightforward
As the saying goes: “hitting people without slapping their faces, and exposing people without exposing their shortcomings”, when we communicate with customers, if we find that there is something wrong with his understanding, we should not point it out bluntly, saying that he is not this? That is also not right ? Ordinary people are the most taboo to be embarrassed and embarrassed in front of everyone, and it is taboo to be straightforward. Kant once said: “For a man, the greatest insult is to say that he is stupid; for a woman, the greatest insult is to say that she is ugly.” Because of people’s language, it is necessary to master the skills of conversation, the art of communication, and to give euphemistic advice.
6. Avoid criticism
When communicating with customers, if you find some shortcomings in him, don’t criticize and educate him face to face, let alone accuse him loudly. You must know that criticism and accusation will not solve any problems, but will only lead to resentment and resentment from the other party. We should use more words of thanks and compliments when talking with people; we should say more praise and less criticism, we should master the scale of praise and the proportion of criticism, and we should criticize skillfully and criticize side-by-side.
7. Avoid professionalism
When promoting a product, be sure not to use jargon. For example, when selling insurance products, because every insurance contract contains the terminology of death or disability, Chinese people are mostly taboo to talk about death or disability. cause the other party’s displeasure.
8. Avoid monologues
When talking with customers, we should encourage the other party to speak. Through his words, we can understand the basic situation of customers. Don’t sing a one-man show alone, a personal monologue.
9. Avoid cold talk
When talking with customers, the attitude must be enthusiastic, the language must be sincere, the words and deeds must show the true feelings, and the enthusiasm must be unrestrained, sincere, and sincere. As the saying goes; “If you are touching people, don’t put your feelings first.” This kind of “feeling” is the true feeling of marketers. Only with your own true feelings can you exchange for the other person’s emotional resonance. In a conversation, a cold talk will inevitably lead to a cold field, and a cold field will inevitably lead to business failure.
10. Avoid being blunt
When talking to customers, the voice should be loud, the language should be beautiful, the cadence should be clear, the rhythm should be clear, the voice should be thick or thin; the speed of speech should be fast or slow; the intonation should be high or low; It should be vivid, lively and lively. Don’t speak without rhythm and pause, stiff and rigid, without vigor and vitality.