《餐饮业增销技巧》由会员分享，可在线阅读，更多相关《餐饮业增销技巧（20页珍藏版）》请在金锄头文库上搜索。
1、UP-SELLING SKILLS 餐饮增销技巧,Evan-Gin,BOTANICA TRAINING SYSTEM Up-selling Skills,课程内容 What will your know in this training?,Evan-Gin,Whats the target? 我们的目标是什么? Why you need to establish good relations with guest? 了解与客人建立良好关系的重要性 Why will you recommend? What will you recommend? How to recommend? 了解为什么要向
2、客人推荐?推荐什么?如何推荐? What is good chance? 推荐食品或饮料的重要时机?,BOTANICA TRAINING SYSTEM Up-selling Skills,目标 Objective,Evan-Gin,BOTANICA TRAINING SYSTEM Up-selling Skills,Bring up F&B revenue 提高餐饮的额外收入 Improve Guest Satisfaction Index 提高客人的满意度 Improve Associate Satisfaction Index 提高员工工作满意度.,与客人建立良好关系的重要性 Establ
3、ish good relations with guest very important,为什么要建立良好关系？ Why you need to establish good relations with guest?,Evan-Gin,BOTANICA TRAINING SYSTEM Up-selling Skills,客人从他们喜欢的人那里买东西 客人从他们信任的人那里买东西,如何与客人建立良好关系 How to establish good relations with guest?,微笑Smile 眼神交流 Eye Contact 肢体语言 Body Language 问候 Greet
4、ing 宜人的语气 Pleasant Tone 介绍自己 Introduce yourself 称呼名字 Use Guest Name 适当的恭维 Proper Compliment,Evan-Gin,BOTANICA TRAINING SYSTEM Up-selling Skills,与客人建立良好关系的时机 What is right time?,Right Time When guest friendliness 客人友善的时候 When guest are happy to communicate with you 客人乐意与您沟通,Wrong Time When guest host
5、ility 客人不友善 Guest unhappy 客人心情不好 Disturb guest 打搅客人 (交谈、打电话),Evan-Gin,BOTANICA TRAINING SYSTEM Up-selling Skills,Why we need to recommend? 为什么要向客人推荐? What we need to recommend? 推荐什么? How to recommend? 如何推荐?,推荐 Recommend,Evan-Gin,BOTANICA TRAINING SYSTEM Up-selling Skills,为什么要向客人推荐? Why we need to re
6、commend?,Guests cant understand menu or drink list 客人不会、不想看、不懂看菜单或酒水单 So many choice, can not decide 选择太多，拿不定主意 Save time 节省点菜的时间 We are professional 体现我们的专业形象 Good connection 与客人建立更好的关系 Up-sell, more revenue lessen coast 增加销售，减少费用（高价格、低成本）,Evan-Gin,BOTANICA TRAINING SYSTEM Up-selling Skills,向客人推荐什么
7、 What we need to recommend?,平均消费,种类,Beverage,Soups,Main Course,Appetizer,单项,Evan-Gin,BOTANICA TRAINING SYSTEM Up-selling Skills,推荐单项 推荐的单项越多，平均消费就越高 客人拒绝您推荐的单项，您还可以推荐另一个单项；如果您推荐的是种类，若客人拒绝了您，那这个种类的任何一个单项你都无法推荐了,推荐额外菜品 除了主食之外的所有食品和所有的饮料 根据餐厅营业数据分析得来的目标增销菜品或饮料,Evan-Gin,BOTANICA TRAINING SYSTEM Up-selli
8、ng Skills,向客人推荐什么 What we need to recommend?,向客人推荐什么 What we need to recommend?,Evan-Gin,BOTANICA TRAINING SYSTEM Up-selling Skills,Coke,Caesar Salad,A glass of monthly wine,Tsing Tao beer,Fresh Orange Juice,Single Espresso,For example:,如何推荐？ How to recommend?,您需要喝点什么吗？What would you like to drink?
9、2. 您应该来一杯红葡萄酒配您的牛扒会更好的！ You want to order a glass of wine with your steak, that will be better! 3. 我可以向您推荐一杯诺顿红葡萄酒来搭配您的牛扒吗, 这款是我们的月酒有特价？ May I recommend a glass of Norton red wine for you, its monthly recommendation, you will get special price? 4. 您要不要试试来一杯红葡萄酒配您的牛扒呢？ Would you like a glass of wine
10、with your steak?,当客人否定回答时，没有机会再推荐任何的饮料,带有强制性的语气，只适合于很熟悉的客人,客人否定时，可以接着介绍其它红酒或饮料,对产品的信心不够，容易得到客人否定的回答,Evan-Gin,BOTANICA TRAINING SYSTEM Up-selling Skills,销售时要注意自己的措辞 Expression is very important,尽量不使用以下句形 您看可以吗？ How about ? 您需要来一点吗？ Would you like ? 您喜欢吃点什么呢？ What would you like?,应该使用以下句形 我认为挺好的，您不凡试试
11、看 Trust me, taste very good, you like to try? 我可以向您推荐吗？相信您一定会喜欢 May I recommend for you? I think you will like it. 我们的客人对这道菜的评价很高 This dish is very popular,把客人点单的责任变成是我们的责任，让客人觉得你是在帮助他一起点菜，而不是在听他点菜,Evan-Gin,BOTANICA TRAINING SYSTEM Up-selling Skills,介绍各类菜品的时机 What is good chance?,客人刚入座时、递送菜单时 May I
12、order a glass of F.O.J for you, sir? 点完菜之后 May I recommend a glass of Norton red wine for you, its monthly recommendation, you will get special price? 用餐将结束时、客人用甜品时 May I order a cup of coffee for you, sir? 杯子剩余1/3时 May I order one more beer for you, madam?,Drinks,Evan-Gin,BOTANICA TRAINING SYSTEM U
13、p-selling Skills,介绍各类菜品的时机 What is good chance?,刚刚递送菜单时 What would you like to star, Tea Smoke Salmon is very popular, would you like to try, sir? 点完菜主菜后 May I serve you a salad (or soup) while you are waiting for your main course?,Appetizer & Soup,Evan-Gin,BOTANICA TRAINING SYSTEM Up-selling Skills
14、,点完菜之后、用完主菜清理桌面时 May I recommend Tiramisu for you, madam? 客人吃甜品时 May I order a cup of coffee for your dessert, sir?,Dessert & Coffee,Evan-Gin,BOTANICA TRAINING SYSTEM Up-selling Skills,介绍各类菜品的时机 What is good chance?,有助于销售的词句 Words for Up-selling,可口 Delicious,好吃 Tasty,鲜美 Fresh,多汁 Juicy,松嫩 Tender,酥脆 C
15、rispy,辛辣 Spicy,温和（不辣）Mild,香浓 Rich/Creamy,传统 Traditional,清淡 Light,提神 Refreshing,芳香 Fragrant,滋补 Nutritious,受欢迎 Popular,时令 In Season,Chefs Recommendation,获奖 Award-Winning,Evan-Gin,BOTANICA TRAINING SYSTEM Up-selling Skills,REVIEW,Target Revenue GSI ASI Establish good relations with guest Why How What i
16、s right time? Recommend Why What How What is good chance Chance for drinks Chance for Appetizer and Soup Chance for dessert and coffee Words for Up-selling,Evan-Gin,BOTANICA TRAINING SYSTEM Up-selling Skills,Merry Christmas,Evan-Gin,BOTANICA TRAINING SYSTEM Up-selling Skills,12th-December,海量管理资源免费下载：,管理资源吧（http:/）,
