Does the way my property and staff look and act have any impact on Upselling?

Should I only Upsell the big ticket items?

In a past we looked at upselling; today we will continue with this theme.

 

Last when we looked at upselling we talked about:

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  • Hiring the right sales team
  • How your staff should be trained
  • Ensuring all your staff know your products and services
  • When it is appropriate to sell
  • Knowing your customers

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And to make sure that when upselling, the product or service you are promoting is the most appropriate one to meet your customer’s wishes.

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So, let’s continue with more things you should consider when upselling.

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In the last podcast I mentioned hiring and training the right staff, when doing this make sure that you involve back of house staff as well.

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Your staffs appearance; your housekeepers discretion; the kitchens staffs knowledge of your clients tastes all have an impact on your customers experience, perception, enthusiasm to spend money, wanting to refer others and returning.

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Something that is very hard to teach but can be vitally important is the ability to listen.

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During your conversations, a customer might tell you or your staff about a need they have without being aware that you might have a service or product that could help. This is when you can step in as a rescuer and assist.

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Sometimes getting an up-sell is as simple as listening to the client.

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Ask! This might sound very simple but I can’t tell you how many times I have seen opportunities lost just because staff did not ask.

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This quite often happens out of not feeling comfortable or even fear.

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This can be resolved with training.

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This should be especially ingrained in any salesperson who works on a commission basis. They should understand on how asking for an up-sell every time can influence their weekly bottom line.

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Give staff authority & ability to deal with issues. Unless you’re on site and everywhere on your property 24/7, giving your staff the freedom to make decisions and backing them with their decisions is essential. Nothing makes a guest happier than having a problem dealt with immediately and they are more likely to trust your salespeople when they offer other value.

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Framework your question to assume the upsell has already been made.

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For example “Would you like me to make reservations in our dining room for 7pm or 8pm?” or “Our spa has time open later today, shall I pencil you in?”

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Do you ask for feedback? If you don’t, start! And train your staff to ask for feedback.

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Facing your customers and asking for feedback is always better than comment forms or questionnaires.

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Keep in mind that you want more than “yeas” or “no” answers so it is important to frame your questions to get full answers. For example “What was the most enjoyable aspect of your stay?” or “Which of your breakfast choices did you like?”

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Offering incentives is a great way to increase up-selling at your property.

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If your business offers a service on contract basis, or customers are interested in more than one service, offer discounts or even free items for more sales.

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This can also work with your sales team. Offering bonuses or perks to the salesperson with the most up-sells during a given period can also increase your sales.

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“When you want to change things, you won’t please everyone.” – Sheryl Sandberg

 

That is our look at upselling.

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Music for this podcasts is can be found at danosong.com.

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If you have any interesting stories about upselling and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

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A pdf of each episode can also be found in the show notes on our website at:

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keystonehospitalitydevelopment.com 

 

Let’s continue to work together to put heads in your beds.

Until next time, have a fun day.

 

Show Notes:

Written Script of “Should I Upsell in My Hotel or Bed & Breakfast?” Video in PDF

 

 

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