Escolar Documentos
Profissional Documentos
Cultura Documentos
The Individual
Leads to confidence in selling. Increased receptivity towards guests needs. Improved performance.
The Organization
Leads to better performance. Increase in sales
The Guest
Overall improvement in satisfaction levels. Better service
The Topic..
The Range..
One and a half hour Hour Session.
SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION HANDLING OBJECTION DESCRIBING MENU ITEMS POSITIVE BUYING SIGNALS - HOW TO RECOMMEND MENU ITEMS.
MODULE 2
-WHAT TO DO WHEN PEOPLE CHALLENGE OUR RECOMMENDATION - HOW TO DESCRIBE MENU ITEMS IN A WAY THAT MAKES GUESTS WANT TO BUY. - READING THE POSITIVE BODY LANGUAGE OF GUEST TO SEE HOW INTERESTED THEY ARE.
MODULE 3
MODULE 4
MODULE 5
MODULE 6
MODULE 7
CHECKING SATISFACTION
The Objective..
By the end of this session, you will understand guests buying signals and how to use them for suggestive selling.
SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION - HOW TO RECOMMEND MENU ITEMS.
SELLING BY SUGGESTION - 1
SUGGESTING FOOD / DRINKS IN A WAY THAT WILL MAKE OUR GUESTS FEEL WE ARE HELPFUL AND CONFIDENT, NOT PUSHY
HOW DOES IT HELP IF WE GIVE SUGGESTIONS RATHER THAN WAITING FOR THE GUEST TO MAKE UP HIS / HER MIND.
MORE PROFESSIONAL IMAGE
SAVES TIME
BUILDS RAPPORT
INCREASES SALES
REDUCE COSTS
1) Would you like to try todays SPECIAL COCKTAIL - PINA COLADA? 2) Would you like A DRINK? WHY IS THE FIRST ONE - THE SPECIFIC SUGGESTION - MORE EFFECTIVE?
- CREATE AN IMAGE IN THE GUESTS MIND WHICH WILL ENCOURAGE HIM / HER TO BUY: SUGGEST, DONT DO ANY ADVERTISING -
DOES THAT MEAN THAT WE CAN ONLY SUGGEST ONE ITEM AT A TIME ?
ACTUALLY YOU CAN 2 OR 3 ITEMS.
EXAMPLE: MAY I SUGGEST CHEESECAKE FOR DESSERT OR PERHAPS SOME FRESH STRAWBERRIES
SELLING BY SUGGESTION -3
EXPRESSIONS THAT SELL
- WOULD YOU LIKE....... - MAY I SUGGEST...........
NOT SO GOOD:
- YOU MUST / SHOULD TRY...(ONLY GOOD WITH PEOPLE YOU KNOW WELL) - COULD I POSSIBLY SUGGEST ...(TENTATIVE, NOT CONFIDENT) - MAY I OFFER YOU.... (SOUNDS LIKE ITS FREE) - TODAY THE CHEF RECOMMENDS.. (NOT PERSONAL ENOUGH) - WOULD YOU CARE FOR... (VERY FORMAL) _ PLEASE TRY.... (BEGGING)
- I CAN RECOMMEND......
- THE ...IS VERY GOOD TODAY - PERHAPS YOU WOULD LIKE.....
- HOW ABOUT.......
- YOU MIGHT LIKE.....
WHEN SELLING, WE NEED TO USE THE RIGHT TONE. THE WAY WE SAY THINGS CAN BE MORE IMPORTANT THAN WHAT WE SAY.
SELLING BY SUGGESTION -4
WHEN IS THE BEST TIME TO MAKE A SUGGESTION ?
HIGH VOLUME RESTAURANT FINE DINING - SUGGEST WHEN PRESENTING THE MENU - AFTER SERVING THE APERITIF BUT BEFORE GUESTS READ THE MENU. - MAKE SURE YOU HAVE CLEARED THE TABLE FIRST, THEN RETURN TO SELL THE DESSERT. - BEFORE MAIN COURSE - MOST GUEST WILL BUY A MAIN COURSE ANYWAY, BUT THEY MIGHT NOT ORDER AN APPETISER IF THEY HAVE ALREADY CHOSEN A HEAVY MAIN COURSE . IF A GUEST SAYS NO TO YOUR SUGGESTION, RECOMMEND SOMETHING ELSE. BUT IF THE GUEST IS DISINTERESTED, JUST LET HIM DECIDE FOR HIMSELF DON'T WORRY IF A GUEST SAYS NO TO YOUR SUGGESTION. THEY WILL HOWEVER APPRECIATE YOUR EFFORTS TO BE HELPFUL & PROFESSIONAL
DESSERTS
APPETISERS
SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION HANDLING OBJECTION - HOW TO RECOMMEND MENU ITEMS.
MODULE 2
II HANDLING OBJECTIONS - 1
- REINFORCE THE GUESTS CHOICE : THATS ALSO VERY GOOD. E.G. IF THE GUEST WANTS BEEF, SAY GOOD CHOICE SIR, THE ROAST BEEF IS EXCELLENT
II HANDLING OBJECTIONS - 2
COMMON OBJECTIONS & POSSIBLE SOLUTIONS.
1.) ONLY THE CHEESE CAKE IS GOOD ? POSSIBLE SOLUTION : EVERYTHING IS GOOD BUT THIS IS OUR SPECIALITY . 2.) HAVE YOU TRIED IT YOURSELF? A) IF YOU HAVE, REPLY : YES AND IT IS VERY GOOD B) IF NOT, TELL THE TRUTH I HAVENT TRIED IT BUT MANY GUESTS HAVE GIVEN GOOD COMMENTS 3.) WHY ARE YOU PUSHING THE CHEESECAKE ? A) THIS WEEK IS CHEESE CAKE WEEK OR ITS OUR CHEESE CAKE OF THE WEEK B) BECAUSE IT IS OUR SPECIALITY .
4.) TRIED IT BEFORE & DID NOT LIKE IT? A) APOLOGIZE - I AM SORRY TO HEAR THAT. B) FIND OUT WHAT WAS WRONG - WHAT WAS THE MATTER C) SUGGEST SOMETHING ELSE. D) REPORT TO THE CHEF / MANAGER.
GUESTS OFTEN ORDER WITHOUT THINKING TOO HARD ABOUT WHAT THEY WANT. THIS MEANS THAT THEY MAY NOT INCLUDE SOME ITEMS WHICH MIGHT MAKE THEIR MEAL MORE COMPLETE OR MORE ENJOYABLE.
SELLING EXTRA ITEMS
EXAMPLES:
- MAIN COURSE = A SIDE SALAD
- CHEESE
- TEA
= PORT
= TEA CAKES
SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION HANDLING OBJECTION DESCRIBING MENU ITEMS - HOW TO RECOMMEND MENU ITEMS.
MODULE 2
-WHAT TO DO WHEN PEOPLE CHALLENGE OUR RECOMMENDATION - HOW TO DESCRIBE MENU ITEMS IN A WAY THAT MAKES GUESTS WANT TO BUY.
MODULE 3
WORDS TO AVOID
UNSUITABLE EXAGGERATED WORDS FANTASTIC
WONDERFUL
MARVELLOUS EXCELLENT
BEST IN TOWN
EXCITING
SPECIALLY PREPARED TASTY POPULAR
B) ORIGIN / SIMILAR TO
WHERE IS THE RECIPE FROM . IF THE ITEM IS UNUSUAL OR UNKNOWN TO THE CLIENT, CAN YOU NAME ANOTHER ITEM WHICH IS SIMILAR.
C) INGREDIENTS
STATE THE BASIC OR THE STRONGEST ELEMENT FIRST, NAME A LL THE IMPORTANT INGREDIENTS , DONT MENTION THE GARNISH. IF APPROPRIATE, MENTION THE TASTE.
D) PREPARATION / PRESENTATION
WHEN DESCRIBING DRINKS, IT IS USUALLY NOT NECESSARY TO SAY HOW THE DRINK IS PREPARED OR SERVED.EXCEPT DRINKS WITH AN UNUSUAL SEVICE STYLE. FOR FOOD IT IS IMPORTANT TO MENTION STYLE & PREPARATION TIME.
E) SERVED WITH
YOU MAY MENTION PORTION SIZE, INCLUDING WHAT IS SERVED WITH THE MAIN ITEM (e.g.. VEGETABLES, SAUCES, SALADS, & OTHER EXTRAS)
SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION HANDLING OBJECTION DESCRIBING MENU ITEMS POSITIVE BUYING SIGNALS - HOW TO RECOMMEND MENU ITEMS.
MODULE 2
-WHAT TO DO WHEN PEOPLE CHALLENGE OUR RECOMMENDATION - HOW TO DESCRIBE MENU ITEMS IN A WAY THAT MAKES GUESTS WANT TO BUY. - READING THE POSITIVE BODY LANGUAGE OF GUEST TO SEE HOW INTERESTED THEY ARE.
MODULE 3
MODULE 4
IV BUYING SIGNALS - 1
A BUYING SIGNAL IS A REACTION - SOMETHING THAT THE GUEST SAYS OR DOES WHICH TELLS US HOW HE FEEL ABOUT OUR SUGGESTIONS.
REASON WHY IT IS IMPORTANT TO READ BUYING SIGNALS.
* WE ARE MORE SENSITIVE TO GUEST FEELINGS. * WE GIVE BETTER SERVICE.( AVOIDBEING PUSHY) * MAKE SURE WE RESPOND APPROPRIATELY * SAVES TIME. * WE SELL MORE. * AVOID MISTAKES. SPOKEN SIGNAL THINGS OUR GUEST SAY ASKING A QUESTION - HOW LONG IT WILL TAKE? SAYING SOMETHING GOOD - LOOKS DELICIOUS -IT WAS VERY GOOD LAST TIME SILENT SIGNAL THINGS OUR GUESTS DO BODY LANGUAGE HEAD & FACE HANDS & ARMS BODY & LEGS
BUT QUIET OFTEN GUESTS WHO ARE INTERESTED IN OUR SUGGESTIONS GIVE US POSITIVE BUYING SIGNALS - BUT THEY DONT ACTUALLY SAY O.K. - ILL HAVE IT
WHAT WOULD YOU DO IF YOU GET A POSITIVE BUYING SIGNAL BUT THE GUEST DOES NOT ACTUALLY ORDER THE ITEM
- CONFIRM THE ORDER. IF WE JUST STAND AND WAIT FOR THE GUEST TO MAKE UP HIS MIND HE MAY LOSE INTEREST OR THINK OF A REASON NOT TO BUY ( NO TIME, DIET etc.)
SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION HANDLING OBJECTION DESCRIBING MENU ITEMS POSITIVE BUYING SIGNALS - HOW TO RECOMMEND MENU ITEMS.
MODULE 2
-WHAT TO DO WHEN PEOPLE CHALLENGE OUR RECOMMENDATION - HOW TO DESCRIBE MENU ITEMS IN A WAY THAT MAKES GUESTS WANT TO BUY. - READING THE POSITIVE BODY LANGUAGE OF GUEST TO SEE HOW INTERESTED THEY ARE.
MODULE 3
MODULE 4
MODULE 5
SILENT SIGNALS
WHEN WE MAKE SALES SUGGESTIONS, CUSTOMER REACTIONS ARE OFTEN SHOWN BY THEIR
REMEMBER YOU NEED TO SEE THREE OR MORE NEGATIVE SIGNALS TO BE SURE THE GUEST IS REALLY NOT INTERESTED
- LET THE GUEST DECIDE FOR HIMSELF - DONT MAKE ANY FURTHER SUGGESTIONS UNLESSHE ASKS FOR SOME. - GIVE HIM SPACE, MOVE AWAY UNTIL HE IS READY, AVOID DOING ANYTHING THAT MIGHT CAUSE OFFENCE. IF POSSIBLE ADVISE OTHER STAFF.
CATEGORY NO
DISINTEREST IN A WHOLE CATEGORY OF ITEM.
NO THANKS NO DESSERT - NO I DONT WANT A COCKTAIL NOTHING TO START - NOTHING TO DRINK, JUST WATER
ITEM NO
INDICATES DISINTEREST IN SPECIFIC ITEM YOU SUGGESTED MOST OFTEN ENCOUNTERED. - TRY OUR PINA COLODA .. MMM, NO I DONT THINK SO - CHOCOLATE MOUSSE ? O - TOO RICH FOR ME - ITEM NO IS VERY EASY TO DEAL WITH - JUST RECOMMEND AN ALTERNATIVE & KEEP ON SUGGESTING. IF S/HE IS FRIENDLY & INTERESTED YOU CAN SUGGEST UPTO 5 ALTERNATIVES.
SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION HANDLING OBJECTION DESCRIBING MENU ITEMS POSITIVE BUYING SIGNALS - HOW TO RECOMMEND MENU ITEMS.
MODULE 2
-WHAT TO DO WHEN PEOPLE CHALLENGE OUR RECOMMENDATION - HOW TO DESCRIBE MENU ITEMS IN A WAY THAT MAKES GUESTS WANT TO BUY. - READING THE POSITIVE BODY LANGUAGE OF GUEST TO SEE HOW INTERESTED THEY ARE.
MODULE 3
MODULE 4
MODULE 5
MODULE 6
VI OFFERING ALTERNATIVES
WHY DO GUEST SAY NO
EXPENSIVE ON A DIET IN A HURRY
FORM A GROUP OF 4 & SELECT ANY OF THE ABOVE REASONS DISCUSS FOR NEXT 10 MINUTES HOW YOU WILL HANDLE IT . EXPLAIN YOUR SOLUTION TO ALL OF US ROLE PLAY WITH ONE OF YOU ACTING AS A GUEST.
C) PRICE OBJECTION
D) ON A DIET
NOTE : DIFFERENCE BETWEENNOT HUNGRY & ON A DIET. NOT HUNGRY = CAN EAT ANYTHING BUT ONLY WANTS A SMALL QUANTITY
SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION HANDLING OBJECTION DESCRIBING MENU ITEMS POSITIVE BUYING SIGNALS - HOW TO RECOMMEND MENU ITEMS.
MODULE 2
-WHAT TO DO WHEN PEOPLE CHALLENGE OUR RECOMMENDATION - HOW TO DESCRIBE MENU ITEMS IN A WAY THAT MAKES GUESTS WANT TO BUY. - READING THE POSITIVE BODY LANGUAGE OF GUEST TO SEE HOW INTERESTED THEY ARE.
MODULE 3
MODULE 4
MODULE 5
MODULE 6
MODULE 7
CHECKING SATISFACTION
WHY CHECK SO SOON -WE MAY WANT TO SELL SOMETHING TO GO WITH WHAT S/HE HAS (WINE WITH STEAK)
-IF THERE IS A PROBLEM, THE LONGER WE LEAVE IT THE MORE UPSET THE GUEST IS GOING TO BE .
- S/HE MAY EVEN END UP MAKING A SCENE & ATTRACTING THE ATTENTION OF OTHER PEOPLE IN THE RESTAURANT
HOW MANY TIMES SHOULD WE CHECK DURING THE MEAL CHECKING BACK AFTER EACH COURSE IS TOO MUCH. THE GUEST WILL FEEL DISTURBED. CHECK EACH TABLE TWICE, MAXIMUM THREE TIMES PER MEAL.
ARE THERE TIMES WHEN WE SHOULD NOT CHECK? IF THE GUEST DO NOT WANT TO BE BOTHERED. THIS OFTEN HAPPENS WITH BUSINESS PEOPLE IN THIS CASE WAIT BY THE TABLE FOR A FEW SECONDS. IF THE GUESTS IGNORE YOU, LEAVE WITHOUT INTERRUPTING
WHICH ITEMS SHOULD YOU CHECK? -MAIN COURSE -ITEMS WE RECOMMEND -THE WHOLE MEAL -ANY ITEM WHICH GUESTS SEEM TO DISLIKE (I.E. UNFINISHED FOOD ITEMS)
WHICH ITEMS DO WE NOT CHECK? -SIMPLE ITEMS ( COKE, PERRIER, STRAIGHT / UNMIXED DRINKS ETC.) -JUST SAY SOMETHING LIKE MAY I GET YOU ANYTHING ELSE?
WHAT TO SAY
THESE QUESTIONS WILL ENCOURAGE CONVERSATION - GOOD IF YOU HAVE TIME.
- HOW IS YOUR .? ( MEAL / DRINK / ITEM) - HOW WAS YOUR .?(IF ALREADY FINISHED) -DID YOU ENJOY YOUR STEAK?
THIS QUESTION WILL LEAD TO ONLY YES / NO ANSWER. USE ONLY IF EXTREMELY BUSY.
ANY PROBLEM IS EVERYTHING OK? ANY COMPLAINTS? WAS THAT GOOD ? IS IT DELICIOUS?
1. APOLOGISE 2. FIND OUT WHY 3.ACT TO FIX THE PROBLEM & /OR REFER TO MANAGER / SUPERVISOR 4. POSSIBLY WARN OTHER SERVICE STAFF