15 hotel sales tips that will make guests want to stay!
In the era of intensified competition, the number of customers who “come back next time” determines the performance of hotel stores. Let us start with details and start with heart. We’ve rounded up 15 simple selling tips that will keep consumers coming back.
01
you are the store
For customers, it is you who are in direct contact, so you are the representative of the hotel. So: don’t push the problem to others.
If the customer really needs to talk to other people, don’t push him to someone you haven’t notified in advance, but introduce your colleague to the customer in person, and at the same time give the customer a reassuring word: “If he still If you are not satisfied, please feel free to come find me again.”
02
Always put yourself in the position of the customer
How would you like to be treated? How was the last time you had a problem yourself solved satisfactorily? Put yourself in the shoes of the customer and you’ll find the best way to resolve such complaints.
03
words used in any situation
Don’t say “I can’t do it” but use some affirmative words like: “I will try my best”;
Never say “this is a problem”, say “there must be a way”;
What if a customer asks you for something that is simply impossible? Simple: take the customer’s point of view and try to say something like, “This is not our company norm, but let’s try to find other solutions”.
04
Say more “we” and less “me”
When marketers say “we”, they will give each other a psychological hint: I and consumers are together, and I think from the perspective of consumers. Although it is only one more word than “I”, it is not. A little more close.
05
Show that you have enough time
Although you are overloaded and your boss or superior supervises you, don’t show the customer that you don’t have time for him.
Treating him with a relaxed tone and a patient attitude is the best way to keep a customer happy, even if you can’t accommodate his request right away. If the customer feels that you will try to help him, he will be very happy even if he has to wait a long time to meet his requirements, or even if he can’t really help him in the end.
06
Not answering the phone during a conversation with a customer
When a marketer is receiving a customer, it is best not to answer the phone. Even if you politely ask the other party’s consent, the customer will think in his heart: “It seems that the person on the phone is more important than me, why does he talk for so long?” idea.
So marketers never answer the phone when they receive customers. If it is an important person to make a call, you should hang up quickly after answering it, and then call after receiving the customer.
07
Don’t give up on any dissatisfied customer
A good marketer knows very well: the consumer’s mind is always changing, asking him what he likes, and introducing him to all the projects is in vain; he just agreed with him, and he changed his mind immediately The possibility to consume another item.
It’s the same with serving customers: Sometimes five minutes of conversation is enough to calm a disgruntled customer who is threatening to go to your competitor and accept and spend at your hotel.
08
Spend more effort on those dissatisfied customers
“Thank you for letting me know,” is the answer to a complaining guest.
Only 10% of consumers who are dissatisfied with your store say nothing but still come back to do business with you in the future! On the contrary, 90% of customers complain or report that they are not satisfied, and eventually get compensation and satisfactory service, they will remain your customers.
When customers make their requests, it is also an important moment in the relationship between hotels and consumers. If you do it well, it will be easier for customers to trust the store, so be sure to make it easy for customers to contact you when they have a problem, the more they come to you, the more chances you have to keep them Make them your regular customers.
09
Don’t be afraid to say sorry
When customers talk about their problems, they’re waiting for a clear, human response that shows you understand them. If you are facing a customer complaint directly, it is best to express your apology first, and if you want to apologize on your own behalf, you must be more sincere. Then clearly tell the customer that you will do your best to help him until he is satisfied.
10
Don’t narrow down the customer’s problem
When faced with a problem, don’t say “I have never heard of it”, “This is the first time this kind of problem has occurred.” Seriously, it’s just a small problem, it doesn’t help at all, and it damages the image of the hotel.
Every customer wants your attention and attention. They think your training and experience has only one purpose: to pay attention to him and help him solve his problems, so why not show him.
11
Pay attention to customer satisfaction
Try to understand the consumer’s knee-jerk reaction, such as, “Is what I said good for you?” “Does this meet your requirements?” and of course, “Is there anything else I can do for you?
12
Follow up on issues until resolved
Whether it is a new customer or an old customer, when the customer consumes in the hotel, they must follow up in time to understand the customer’s satisfaction with the hardware facilities and software services. If there is a problem, you can take the initiative to help the customer to solve it, continue to follow up every period of time, and ask the customer if he still needs any help.
13
Don’t be arrogant
You may be the best salesperson in your hotel, but the customers you contact don’t know that 99% of your customers will be satisfied (they don’t care about it), and he belongs to the 1%, for him, only this is the most important.
14
give, give, give
When I communicate with customers, some customers often ask what to send and how to send it. The customer’s Q&A reflects the customer’s own needs and preferences. It can be seen that a good start is to start with giving to customers.
What do you give customers? Giving is a service, an explanation, giving the customer an explanation of what he cares about. So, as a successful salesperson, remember to never ask a customer for anything, not even an answer. Always remember: give, give, give! rather than asking for it! The strategy of fishing is to put the bait first and then get the fish.
15
thanks, thanks, thanks again
I can’t say enough thanks to customers. But unfortunately, words like “thank you”, “honoured” or “please” are less and less used in reality. Please use these words as often as possible, and use “thank you” as your The most commonly used words in communication. Please say it sincerely, because it is the customer, you, me and others who have the job today.