酒店销售带客参观接待流程.ppt

SiteInspection参观酒店,Wewillaltogetherlearnthefollowingpoints:我们一起学习以下几点:,Establishesrapportbeforebeginningthetour确认参观时间,StepOne:第一点:,Youshouldconfirm:你应当做到:,Avoidthehotelrushhour避免酒店经营高峰Selecttheavailabletimeforboth与顾客约定双方都方便的时间,StepTwo:第二点:,Demonstratesreadinessandpreparation一切准备就绪,Youshouldprepare:你应当准备好:,SalesKitsofhotelinformation酒店产品资料Namecard名片Checkthehotelroomforsiteinspection检查要参观的客房YourGoodGrooming你的仪容仪表端正Reserveatableintherestaurant在餐厅定位,StepThree:第三点:,Establishesandsummarizesclientneedsandpreferences确定并总结顾客的需求和喜好,Youshouldknow:你应当了解：,Whatheneed顾客需要什么Whathenotneed顾客不需要什么Whathelike顾客喜欢什么Whathedislike顾客不喜欢什么,SalesSecret:销售小秘诀：Matchwhathisneedsandpreferences投其所好,StepFour:第四点:,Confirmsinspectionrouteinadvance;routematchesclientinterests预先确定参观路线，迎合顾客的兴趣,Youshouldconfirmtheroute:确定一些重要参观区域：,Hotellobby酒店大堂WesternRestaurant西餐厅ChineseRestaurant中餐厅BanquetHall宴会厅HotelRooms酒店客房,StepFive:第五点:,Movesatclientpaceandtailorspresentationtoclientreactions紧跟顾客，根据其反应做相适应的陈述,Youshoulddothose:你应当做到:,Estimatethearrivingtimeandtakeallinformationtothelobbytowelcometheclient.预计顾客到达时间，带上资料至大堂迎接Introducetherouteandmatchtheclient,adjustitaccordingtotheclientsneeds.向客人介绍参观路线，征求客人意见，并根据客人的需求进行即时调整。,StepSix:第六点:,Presentsrelevantfeaturesandoutlinesappropriateadvantagesandbenefits介绍（酒店）相关特征，优势，利益等,Youcanintroducethefollowingpoints:你可以介绍以下几点：,ServicesurfacesandhandlesanyResistance让顾客对每处参观点发表意见，发现并处理（双方）异议问题,ClientscommentsandQuestionsareahugeamountfortuneforourhotel.顾客的提问及意见对酒店而言是巨大的财富。Listentotheclientcarefully.认真地倾听顾客。Focusontheclientsquestions.关注顾客的问题。Handleanyresistance.解决异议问题。Takessomenotes.作好笔记。,StepTen:第十点:,Gainscommitmenttoaspecificnextstep向顾客争取进一步合作,Thankstheclientandcreateapositiveimpression.感谢顾客留下