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1、1 BOTTOM-UP 价位递增销售This technique is used when the guest is already holding a reservation in the hotel, even a minimum or low-rate category has been comfimed.当客人已有预订，并且得到确认的房间价格很低甚至是最低价格房间时，可运用到这一技巧。Remember only to mention the difference of room rate for a better room. You can say, “ For $ 100 more,
2、 you can have a king-size bed” or “For $ 300 more, you could have two-bedroom suite for your family.” or “ For only $ 200 more, we can put you in an Executive Club room. You can make use of our fully equipped Business Center”记住在推荐较好的房间时，只需说明两者间的差别。你可以说明：“再加 100 元，您就能拥有一张大床。 ”或“再加 300 元，您就能拥有双人床的套间。
3、”或“再加 200 元，您就能入住行政楼层。 ”(Since the guest has already demonstrated a level of compliance, the later request, during check-in, represents not a total outlay but a small increase over the anticipated charge. Often, the guest will comply.)既然客人通过客房预订就表示了某种程度上的接受，在办理入住时，客人只需在预期的房价上加一少部分资金，而不是要支付很多钱，对于这样的建
4、议，客人通常会接受。Q: WE HAVE TALED ABOUT SO MANY ADVANTAGES OF UPSELLING, CAN YOU SEE ANY DISAKVANTAGE IF IT IS NOT DONE ROPERLY?到此，我们讨论了很多岗位销售的好处，但若这些技巧使用不当，你能看出会有什么影响吗？Over-sell or Hard-sell 过激推销或勉强推销We dont there for want to pressurize guests to make them feel that the place is full of people intent on m
5、aking them spend more money. You are there to make suggestions when you become aware of needs ways in which you can increase guest satisfaction.我们不要使酒店的客人感到员工都蓄意使他们花更多的钱，你的所为只是当认识到客人的某种需要是提供一些建议使客人更满意。II UPSELL TO EXECUTIVE CLUB行政楼层的升级促销 May I introduce to you our Executive Club which comprises a lo
6、unge and a business center. For a difference of $ , we can put you in an Executive Club room. With help of our friendly and professional ladies up there, you can make use of fully-equipped business center, enjoy the tea/coffee and happy house in the Executive Lounge. Also, there are free pressing, c
7、omplimentary daily welcome drink and so on.我能否推荐您入住行政楼层？它包括大厅和商务中心。若您再多$ ，就能享受行政楼层的高档次服务。服务小姐们热情专业的服务可使您充分享用设备齐全的商务中心的一流服务，在行政大厅享有咖啡和茶。同时，您可免费的熨烫和每日特饮等。 (P.S Offter brochure or show a room to the guest请提供服务指南或带客人参观一下房间）III TURNDOWN OF UPGRADE REQUEST OR EXPLANATION OF RATE DIFFERENCE 拒绝房间升级和或解释房价差异（
8、Rooms are full 客房已满）Im sorry, Sir. This time an upgrade is not possible because this is our high season and the hotel is very full. If you would like to stay in/on , Im afraid a difference of $will be charged.很抱歉，先生。这次房间的升级是不可能的。因为现在是酒店生意最忙的时候，酒店客房已住满。如果您想入住 楼，恐怕您得多付 美元。(Non-guarantee upgrade 不保证房间升
9、级)Thank you for your interest in our Executive Club, Sir. Its a good choice. But Im sorry, because the previous upgrade does not guarantee another one. Last time was meant to be an introductory offer for you only. If you would like to stay on the Executive Club again, Im afraid a difference of $ wil
10、l be charged.承蒙您对我们行政楼层的厚爱，这是一个明智的选择。但很抱歉，因价格已有所变动，不是上次我们给您提供的那个价格。若您想再次光顾我们的行政楼层，我恐怕您将要多付 美元。VI EXPLANATION OF ROOM UPGRADE房间升级的解释（Due to House Full 因客房已满）Since the type of room that you have requested is all full, the management would like to upgrade you to our Executive Club without charging you
11、extra. Please understand that this is a special situation.因您定的那间房已经住满了，酒店为您安排了行政楼层，不加收任何费用。敬请谅解。(Voluntarily 自愿提供)Since you are a repeat guest of our hotel/a valued guest of our commercial account, the management would like to upgrade you to our Executive Club withour charging you extra. Some specia
12、l facilities include: an Executive Lounge with all-day tea/coffee service and happy hours, a fully equipped business center run by a team of friendly and professional ladies. We certainly hope youll enjoy on the Executive Club and reserve one of those rooms in your next visit.因您是我们酒店的常客/贵客，我们酒店高级领导人
13、员决定为您安排行政楼层客房，不加收任何额外费用，希望您能喜欢，特别设施服务包括：全天的茶/咖啡服务，伴您度过愉快的时光，以及热情、职业化的小姐提供的商务中心的全方位的服务，我们愿您在行政俱乐部玩得尽兴，同时愿意您能再次光顾我们酒店。（P.S. Offer a brochure 请提供服务指南）Room revenue accounts for more than 50% of the total revenue.客房收入占总收入的 50%。RECULTS OF SUCCESSFUL UPSELLING成功促销的结果：1 Increase room revenue提高入住率2 Enhance g
14、uest satisfaction尽力使客人满意WHAT IS SELLING/UPSELLING什么是销售 /升级促销 Selling/Upselling is about service as it comes from our attitude that we want to help people.销售/升级促销是指一种服务，它来源于我们竭诚为客人服务的态度。 Selling/upselling is persuading someone to do what you want them to do, and LIKE it.销售/升级促销是说服别人买你的产品并喜欢它。TIPS OF
15、UPSELLING SKILLS成功升级促销的秘诀1Know your product 了解你们的产品2Seeing and sensing NEEDS of guests明白及感觉客人的需要3Matching your PRODUCTS to those needs 使产品满足客人需求4CONTROL the encounter by通过 避免冲突，控制局面showing enthusiasm 显示出热情服务and 及 asking for sale 积极促销“Shall I put you in one of those rooms/on the Executive Club, sir?”
16、“我能冒味地推荐您入住这些客房 /行政楼层吗，先生？ ”METHODS OF UPSELLING ROOMS升级销售客房的技能技巧 Rate Category Alternatives价格的自由选择让客人对不同房价的客房进行选择，询问客人：“您喜欢哪种房间？”不要让客人有任何压力，他们喜欢在各种价位当中进行自主的选择。 Top-down 价位递减销售向预订客人和散客推销客房时，可轻易地运用这个技巧。 Bottom-up 价位递增销售当客人已有预订，并且得到确认的房间价格很低甚至是最低价格房间时，客运用到这一技巧。UPSELL TO EXECUTIVE CLUB行政楼层的促销 May I introduce to you our Executive Club which comprises a lounge and a business center. For a difference of $
