upselling in FO
前厅部客房散客销售提成激励方案及Up selling提成方案
为了激励员工工作积极性及稳定性，进一步提高员工营销意识和业务销售能力，保证公寓营业收入目标的完成，实现客房收益最大化，特制定前台自来散客销售提成激励方案如下：一. 散客销售提成激励方案：1. 定义：宾客未通过预订自行到前台通过前台人员推销以当日散客价入住的房间2. 目的：1)保持较高的房价，与其它销售渠道房价产生价格对比差异，从而提高入住率；2)通过销售提成适当增加员工收入，间接增强员工工作的积极性及稳定性；3)加强宾客管理及提高宾客满意度的同时提升平均房价；3. 基数范围：经前台员工推广以当日前台散客价入住的客房。
4. 提成方法：5. 参与对象：前厅部全体员工6. 统计方法：1)每月26日为统计日，统计周期为：上月26日至本月25日，由前厅部负责统计客源来源为“散客”的客源，经财务部审核、驻店总经理及总经理逐级签批；当月所得提成70%由参与激励的人员平均分配，人力资源部根据前厅部当月提交已签批的分配方案（试用期、临时兼职和当月离职员工不享受奖励），于当月工资中发放；另外30%作为部门基金（聚会、员工小礼品、弥补部分风险损失等）。
7. 本激励方案自2019年2月1日起生效。
二. Upselling提成方案：1.目的：Upselling不仅局限于引导客人购买更贵的产品，更可以为客人提供更好品质的服务体验，或者另一种客人没有考虑到的服务选择；2.基数范围：Upselling基数为增加的客房收益部分。
例如，客人原订高级园景大床房540元/间晚，在员工的积极推荐下，客人选择入住640元/间晚的豪华海景大床房，这里的Upselling基数就是540-640=100（元）；3.提成比例：10%4.参与对象：前厅部全体员工；5.统计方法：每次的Upselling都需要填写“房价更改单”（必须有客人签名）作为依据，由财务部审核。
每月26日为统计日，统计周期及分配方法同上，本激励方案于2015年3月21日起生效；6.排除条款：Upselling主要针对前台付费客人，不包括：招待房、自用房、持业主券入住的客人、挂账客户。
前厅部Upselling培训
Skills You Will Learn
• Identify which arrivals represent sales opportunities. • Build rapport with guests • Understand guests’ needs • Match guests’ needs with appropriate products and
Step 5 •Management Briefing •Recognition & rewards
WHAT IS an “UPSELL”?
• To book into a higher category than originally requested.
• An Upsell is an opportunity to introduce and sell to a customer a higher category of product that the guest was not aware of or the guest had not experienced previously.
• F Features Fixtures, Room, Bed, Air-Con., TV, Minibar, Hair Dryer, Bathroom, etc.
• A Advantages detain / Special Difference 2 types of bed choice, Self-control, 22 Channel, Security, Convenience, etc.
江苏省苏州市2024-2025学年高二上学期11月期中英语试题
江苏省苏州市2024-2025学年高二上学期11月期中英语试题一、阅读理解When you volunteer through United Way, you’ re joining 1.5 million people who are giving back so others can get ahead. Use your time and talent to create social change where you work or live — join our community of game changers.If you are accepted to become a United Way volunteer, you will be required to complete the series of immunization (免疫) requirements listed below. It is requested that you complete all of your immunization requirements through your own healthcare provider. However, if this presents a financial hardship for you, Employee Health or Occupational Health may be able to assist with these requirements.V olunteer duties vary, but may include visiting and socializing with patients, helping withlight tasks such as sorting or filing, and assisting patients/visitors with wayfinding.V olunteers cannot perform any “hand-on” or clinical duties, perform the same job as staff members, or shadow or observe medical staff.We do not offer any research or internship opportunities.1．What is the purpose of the United Way?A．To inform volunteers to take the vaccines.B．To attract volunteers to make a difference.C．To create social change in the community.D．To provide an opportunity of internship. 2．What can be learned about immunization requirements?A．Two doses of MMR are necessary for Measles.B．TDaP should be shot at the age of 17 immediately.C．2 negative TB tests are given in prior 12 months.D．Hepatitis B Vaccine is only for regional volunteers.3．What are the volunteers expected to do?A．Assist dying patients file their wills.B．Direct the way for patients and visitors.C．Take medical workers’ place in case.D．Observe doctors in a clinical setting.In 2015, Brian Peterson, a car designer for Kia Motors, moved to Santa Ana, California, with his wife, Vanessa. There, they often met a homeless man named Matt Faris, who would frequently shout on the street corner, sometimes disturbing their sleep. Initially, Peterson had no interaction with Faris, but everything changed after reading the book Love Does, which stressed the power of love in action. Inspired by the book, Peterson decided to introduce himself to Faris.In their first conversation, Peterson learned that Faris had moved to Southern California from Kentucky in pursuit of a music career but had fallen on hard times, living on the streets for over a decade. Despite Faris’s rough appearance, Peterson saw beauty in him and felt forced to paint his portrait, even though he hadn’t picked up a paintbrush in eight years. Faris agreed, marking the start of a transformative project.So Peterson went to establish Faces of Santa Ana, a nonprofit organization dedicated to painting portraits of unhoused individuals in the community. He captures each subject’s personality through colors and then sells the portraits, splitting the earnings with the subject. Half of the funds are placed in a “love account”, which helps them to address their personal needs.However, Peterson learned the importance of asking people directly how they wanted to use the money rather than assuming what they need most. For example, Faris used the funds from his portrait to record an album, while another subject, Kimberly Sondoval, used the money to help pay her daughter’s rent.Over the years, Peterson’s project expanded, leading him to found Faces of Mankind, where artists nationwide paint portraits of the homeless. To date, Peterson has personally painted 41 portraits. His work not only provides financial assistance but also fosters understanding and connection between the buyers and the subjects, with many buyers developing friendships with the individuals they initially overlooked. Peterson hopes his work will continue to change how people perceive the homeless.4．What inspired Brian Peterson to approach Matt Faris?A．He saw Faris had artistic talent.B．He read a book about love in action.C．He wanted to complain about Faris’s shouting.D．He intended to found a nonprofitorganization.5．How does Brian Peterson deal with the money he earns from selling the portraits?A．He donates it to charities.B．He uses it to expand his project.C．He sponsors the homeless to buy art supplies.D．He keeps half and gives the other half to his subjects.6．What is true about Peterson in Paragraph 3?A．He believes in giving without accepting.B．He prefers to decide how the money should be spent.C．He helps people based on their personal needs.D．He funds them to develop art-related projects.7．What would be the best title for this passage?A．Painting for Homeless B．Art Can Cure HomelessnessC．The Story of Matt Faris D．Selling Portraits for CharityScientists from the Hefei Institutes of Physical Science (HIPS) under the Chinese Academy of Sciences have designed a wristwatch that can measure essential chemicals in body sweat. Theirfindings were published in the journal ACS Nano.Sweat contains electrolytes (电解质), primarily potassium, sodium and calcium. The balance of these essential minerals is crucial for supporting muscle function, nerve health and regular heartbeat. The wristwatch collects sweat from the skin and analyzes it in real time using a sensor chip with sensitive membrane. When sweat enters the device, it will come into contact with the membrane that contains three tubes capable of measuring sodium, potassium and calcium levels respectively.Although they are not the first to invent sweat sensors, the Chinese researchers emphasized the wrist watch’s solid interface for long-term reliability. “It surpasses the stability of many other sensors by consistently monitoring human sweat for over six months,” said the lead researcher Huang Xingjiu.Since athletes use electrolyte drinks to counteract (抵制) the loss of energy and refill it, researchers in the study measured the sweat composition of these chemicals in athletes running long distances. The accuracy reached about 95 percent when compared to the standard detection method.“When there are electrolyte abnormalities, the device will remind users to supplement (补充) them quickly. The aim of developing this device is to provide warnings for electrolyte loss and reduce exercise-related injury risks.”For ordinary people, the traditional electrolyte test requires samples of body fluids taken in hospitals. The new wristwatch has the potential to serve as an alternative to needles for measuring electrolytes.The next goal of the research team is to design various sensitive membrane materials for monitoring more information. The researchers noted that compared to popular fitness watches on the market, the device they designed is larger and heavier, making it less comfortable to wear. However, they expect to develop wearable sweat sensors suitable for market applications in the next five years. The team of researchers also aims to adapt the device for environmental monitoring.8．What is Paragraph 2 mainly about?A．The working principle of the device.B．The composition of sweat.C．The function of a particular sensor.D．The balance of the minerals.9．Which of the following is the advantage of the wristwatch?A．accurate and popular.B．large and wearable.C．convenient and comfortable.D．reliable and stable.10．What does the author imply in the last paragraph?A．The wristwatch has no equal now.B．The product hasn’t hit the market yet.C．The researchers are content with the product.D．The device will be definitely put into extensive use.11．What is the purpose of the passage?A．To provide warnings for readers to reduce risks.B．To introduce a new product on monitoring health.C．To inform the readers of the importance of eletrolytes.D．To analyze the relationship between sweat and health.Victories are temporary in China’s fast-changing economy. Earlier this month Colin Huang, the founder of Pinduoduo, became China’s richest man. The company, founded in 2015, today is China’s third-largest e-commerce firm by sales, behind only JD．com and Alibaba.Mr Huang’s time atop China’s rich list was, however, brief. On August 26th Pinduoduo’s share price decreased by nearly 30% after it reported sales for the quarter from April to June fell short of the market’s high expectations and gave warning that a long-run decline in profitability was “unavoidable”.Pinduoduo’s misfortunes are set against a backdrop of weakening consumer spending in China. In June sales from the “618” shopping festival fell for the first time, despite a number of platforms extending their sales periods this year. A fierce price war is adding to the trouble. Visit any Chinese e-commerce site and you will be impressed by signs advertising huge discounts and promising the cheapest deals online. Competition has grown more intense because of attacks into e-commerce by short-video apps such as Douyin and Xiaohongshu. Some merchants are piling yet more pressure on the industry. Some Chinese e-commerce companies juice their sales by fining merchants for late deliveries or product mismatches. Last month hundreds of suppliers surrounded the offices of Temu, Pinduoduo’s foreign branch, in the southern city of Guangzhou to protest against such punishment.Pinduoduo may be hoping that international expansion will rescue it from deteriorating conditions at home. That will not be straightforward. Although the number of people using Temu, which launched in America in 2022, has rocketed, owing in no small part to the vast amounts it has spent on advertising, turning that into profit has proved trickier.What is more, America’s e-commerce Amazon is fighting back against the Chinese upstart. During its Prime Day sale in July it offered discounts of up to 70% on some products. It is also reportedly planning to launch a discount section on its site which will feature cheap items. 12．Why did Pinduoduo’s share price decrease sharply?A．China is experiencing a major economic boom.B．Colin Huang failed to run the company well.C．Sales for the second quarter didn’t meet the expectations.D．Consumers were unwilling to spend money on the platform.13．What difficulty is Pinduoduo faced with?A．The rapid rise of JD．com and Alibaba.B．The pressure from consumers and suppliers.C．The invasion of many overseas e-commerce giants.D．The intense price competition and weak purchasing power.14．What does the underlined word “deteriorating” in paragraph 4 probably mean?A．Declining.B．Alarming.C．Increasing.D．Changing. 15．How does the author find Pinduoduo’s expansion of international market?A．Hopeful.B．Cautious.C．Unclear.D．Favourable.People are constantly bombarded (轰炸) with unrealistic and potentially harmful images of “ideal” body types. 16 It’s also important to learn what your body can physically do and become comfortable. In order to accept your body, it’s important to get in touch with both of these aspects of your body on their own terms.17 This means not trying to change who you are or focus on qualities you don’t like. Learn to enjoy your body —— how you move, feel, and get around. Let go of how you used to look, especially if your body has undergone changes from injuries, or medical conditions. Be kind to your body as it is right now.Replace negative thoughts with positive ones. As soon as you notice yourself starting to have a negative thought, replace it with something positive about yourself. Give yourself time to get into the habit of thinking positively. Try starting each day by thinking a few positive thoughts.18Compare yourself only to yourself. 19 There’s no point in comparing yourself to others, regardless of whether the person is a celebrity or classmate sitting next to you. Instead, compare yourself in terms of how you’ ve progressed over time, now that you’ve created your own realistic goals. For example, you might think to yourself that you’ve improved your appearance compared to a few years ago.Know when to seek help. Understand that nearly everyone struggles to maintain positive body image all the time and it’s normal to have ups and downs. 20 There are various signs that your body issues are severe and require professional help.A．Accept your body as it is.B．Identify what you like about your body and appearance.C．Negative thoughts do nothing to improve your self-image.D．The world would be a pretty boring place if we all looked the same.E．But you should also honestly consider if you need to speak with a counselor, or specialist. F．This can make it difficult to accept, love, and feel confident in your own body, which is critical. G．Remind yourself of these thoughts throughout the day when you start feeling critical of yourself.二、完形填空Ever since I was little, the doctors told my parents that someday I would need hearing aids. Of all my 21 my ears are the ones I hate the most. Although my hearing was getting22 I hadn’t told anyone. The ocean sound that was always in my head had been getting louder,23 people’s voices, I even couldn’t hear teachers in class. But I knew if I told Mom about it, I’d 24 hearing aids.Then in my annual checkup, I 25 the audiology test and the doctor said, “Dude, it’s time.” And he 26 me to a special ear doctor. When the ear doctor first pulled thehearing aids out for me, I groaned.Normal aids usually have a part that wraps around the outer ear to hold the inner bud 27 . But since I didn’t have outer ears, they had to put the earbuds on this heavy-duty headband to wrap around the back of my 28 . I could imagine how strange I’d look — my classmates would laugh at me, and even my teachers, my friends would be 29 at me!“Can’t wear that, Mom; I’ll look like Lobot!” I complained.“Lobot?” The ear doctor smiled as he looked at the headphones and made some 30 . “The Empire Strikes Back? The bald guy?”“You know Star Wars stuff?” I asked. “Hey, Lobot’s cool,” said he, 31 the earphones on my head carefully. “There you go. So how’s that?”“It’s so quiet in my ears and I don’t hear that noise anymore! Thanks so much, Dr. James!”I answered 32 .The first day I showed up at school with the hearing aids, I thought kids would make a big 33 about it. But no one did. Now that I look back, I don’t know why I was so 34 about it all this time. Funny how sometimes you worry a lot about something and it turns out to be 35 .21．A．favorites B．features C．figures D．frights 22．A．worse B．less C．sharper D．lower 23．A．giving out B．making out C．bringing out D．drowning out 24．A．end up with B．keep up with C．put up with D．break up with 25．A．had B．failed C．escaped D．passed 26．A．invited B．brought C．sent D．showed 27．A．in place B．in order C．in use D．in store 28．A．ears B．head C．back D．chest 29．A．surprised B．amazed C．scared D．annoyed 30．A．differences B．efforts C．comments D．adjustments 31．A．hanging B．sliding C．striking D．arranging 32．A．automatically B．loudly C．greedily D．excitedly 33．A．fortune B．choice C．deal D．decision 34．A．stressed B．curious C．mad D．disappointed35．A．something B．everything C．anything D．nothing三、语法填空阅读下面短文，在空白处填入1个适当的单词或括号内单词的正确形式Breakdancing (霹雳舞) made its debut as an Olympic sport after 36 ( include) in this year’s games in Paris. It was the only new event 37 broke into the Olympics at this year’s games.38 (begin) in the Bronx in the 1970s and popularized globally through media, breaking has faced skepticism about its classification 39 a sport. The term “breakdancing” was coined by journalists 40 is not used by supporters. Indeed breakers never seriously 41 ( seek) a place at the games. They were generally 42 ( interest) in gold chains than gold medals. Thanks to the World Dance Sport Federation, breaking’s inclusion aimed to attract younger viewers and refresh Olympic viewership, highlighting both challenges and opportunities for its 43 ( participate).The flips (翻转) and 44 ( freeze) may be short-lived, however. Breaking will not return in Los Angeles in 2028. The IOC’s charter (章程) caps the number of athletes at 10,500 and host cities have 45 final say over their games. Organizers in LA chose to include larger and better-funded sports such as baseball and cricket.四、单词拼写46．Her sharp (辨别力) in artworks allowed her to distinguish genuine pieces and clever reproductions. （根据汉语提示单词拼写）47．A fortunate (相遇) on the street brought the two friends together after a long separation. （根据汉语提示单词拼写）48．We can provide you with a (全面的) guide to local hotels and restaurants. (根据汉语提示单词拼写)49．The (零花钱) her parents gave her each month taught the young student the value of saving and budgeting responsibly. （根据汉语提示单词拼写）50．Smartphones should be used as our tools rather than (主宰) our lives. (根据汉语提示单词拼写)51．R could I find a book that I was deeply absorbed in. (根据首字母单词拼写) 52．The government is c to reducing poverty and has made remarkable progress. （根据首字母单词拼写）53．The bomb exploded during the night, t lots of people in the building. (根据首字母单词拼写)54．The sudden news of his death s her suddenly, leaving her stunned and unable to react. (根据首字母单词拼写)55．The report presented a f account of the events that took place, without any exaggeration. （根据首字母单词拼写）五、书信写作56．假如你是李华，你校将给美国的友好学校赠送一批具有中国特色的学生书画作品，请你代表学校给该校校长Mr. Thomson写一封信，内容要点如下：1. 赠书画作品的目的；2. 简要介绍其中一幅书画；3. 表示需要与其沟通捐赠细节。
UPSELLING技巧(基层管理人员)
UPSELLING 2013年2月21日G r o u n d R u l e s注意事项我们的目标：•本次分享将从重要性、可行性、操作性三个方面阐述UPSELLING的要点，并在日常工作中运用，培训我们的同事掌握并执行好UPSELLING技巧，最终在提高客户满意度的前提下提升酒店营业额及净收益。
什么是 UPSELLING？•升级促销是指一种服务，它来源我们为客人服务的态度。
•升级销售是说服别人买你的产品并喜欢它。
•通过优质的服务及良好的沟通技巧，让客人以不同的价格，享受到更好的产品。
UPSELLING 重要性UPSELLING 月度、年度目标？2013年各店UPSELLING计划酒店日均间数间均提升金额月累提升金额年度提升销售金额**260360043200**290540064800**233200024000**390810097200**280480057600**0.25201501800**0.5304505400**250300036000合计13.7556.62527500330000UPSELLING 重要性（一）对公司UPSELLING 重要性2013年FO绩效方案关于UPSELLING计提方案？提成比例以实住房价与预订房价价差的10%计提；2013年各店FOUPSELLING提成金额酒店日均间数间均提成金额月累提成金额年度提成金额**263604320**295406480**2 3.32002400**398109720**284805760**0.25215180**0.5345540**253003600合计13.755.6625275033000UPSELLING 重要性（二）对个人（FO ）UPSELLING 重要性（二）对个人（我们大家）超额完成经营指标•绩效•提成•年终奖•。
UPSELLING 重要性（三）对客户真正实现！UPSELLING 重要性（四）对客户对个人对公司UPSELLING 可行性（一）UPSELLING存在的困难•房型限制•销售部客人不能推荐，否则客人会投诉•客人没有时间听我解释•推荐人员阅历不够，对客源的判断不好•语言技巧不灵活，造成客人反感•本身预订不够多•网络客人推荐成功也容易造成不良网评•员工积极性不够UPSELLING “困难”•房型限制•销售部客人不能推荐，否则客人会投诉•客人没有时间听我解释•推荐人员阅历不够，对客源的判断不好•语言技巧不灵活，造成客人反感•本身预订不够多•网络客人推荐成功也容易造成不良网评•员工积极性不够UPSELLING 可行性（二）“跨栏”UPSELLING 可行性（三）**酒店近三月UPSELLING提成分析UPSELLING 之技巧接待员推销议价的方法（一）产品优点法•所谓“一分价钱一分货”高质即高价–在接待过程中，经常听到这样的抱怨：“太高了，能不能打折”–在此情况下接待员要向宾客指出为其提供产品售价高的理由–例如：理想的位置、新颖的装潢、优雅的环境、美丽的外景、宽敞的房间等等。
卖房的英语短语
卖房的英语短语1. "This house is a real gem, just waiting for the right owner to snatch it up!"Example: I was showing the house to a couple the other day, and I told them, "This house is a real gem, just waiting for the right owner to snatch it up! It's got so much character and potential. You can already picture your family gatherings here, can't you?"2. "Our house for sale is like a blank canvas, ready for you to paint your dream life on it."Example: A young artist came to view the house. I said, "Our house for sale is like a blank canvas, ready for you to paint your dream life on it. You can turn this space into your own personal art studio, don't you think?"3. "Selling a house that's more than just four walls - it's a home full of memories."Example: When an older lady came, I shared, "Selling a house that's more than just four walls - it's a home full of memories. I can still remember the kids running around here, laughing and playing. Wouldn't you love to create your own memories in this place?"4. "The house on the market is a steal! You won't find a better deal anywhere."Example: A thrifty buyer was hesitating. I exclaimed, "The house on the market is a steal! You won't find a better deal anywhere. Look at all the space and the great location. Why would you pass this up?"5. "This house for sale is a little slice of heaven on earth."Example: A couple looking for a peaceful place said, "This house for sale is a little slice of heaven on earth. Imagine waking up every morning to this beautiful view. Isn't this what you've been searching for?"6. "Selling a house that's a haven for anyone seekingfort and tranquility."Example: A stressed - out businessman visited. I told him, "Selling a house that's a haven for anyone seekingfort and tranquility. After a long day at work, you cane here and just relax. Don't you need a place like this?"7. "Our house for sale is a treasure chest of possibilities."Example: A family with big dreams came by. I said, "Our house for sale is a treasure chest of possibilities. You could turn that extra room into a playroom for the kids or a home office. What do you think?"8. "The house on sale is a warm embrace waiting for you."Example: A single woman looking for a cozy place was there. I said, "The house on sale is a warm embrace waiting for you. It just feels so homely, right? You cane back to this warm place every day."9. "Selling a house that's like a storybook waiting to be filled with your own tales."Example: A writer was interested. I told her, "Selling a housethat's like a storybook waiting to be filled with your own tales. You could write your best works here, surrounded by such a great atmosphere. Don't you feel inspired already?"10. "This house for sale is a doorway to a new and wonderful life."Example: A newlywed couple was looking. I said, "This house for sale is a doorway to a new and wonderful life. This is where you can start your journey as a married couple. Wouldn't it be amazing?"11. "Selling a house that's a nest for you to build your future in."Example: A young couple starting out visited. I told them, "Selling a house that's a nest for you to build your future in. You can raise your family here, watch your kids grow. How exciting is that?"12. "The house on the market is a symphony offort and style."Example: A fashion - conscious buyer came. I said, "The house on the market is a symphony offort and style. It's got all the modern amenities along with a cozy feel. Isn't it just perfect for you?"13. "Our house for sale is a lighthouse in the sea of real estate."Example: A confused buyer was looking around. I said, "Our house for sale is a lighthouse in the sea of real estate. It stands out with its unique features. Don't you see it as something special?"14. "Selling a house that's a springboard for your new adventures."Example: An adventurous couple was interested. I told them, "Selling a house that's a springboard for your new adventures. You can use this as your base before you go on those exciting trips. What do you say?"15. "The house for sale is a magic box of potential."Example: A creative entrepreneur was looking. I said, "The house for sale is a magic box of potential. You could transform it into a startup hub or a unique living space. Don't you want to explore that?"16. "Selling a house that's a cozy corner in this big world."Example: An introverted person came. I said, "Selling a house that's a cozy corner in this big world. You can just hide away here and be yourself. Isn't that appealing?"17. "The house on the market is a golden opportunity you don't want to miss."Example: A shrewd investor was hesitating. I said, "The house on the market is a golden opportunity you don't want to miss. The value is only going to go up. Why are you hesitating?"18. "Our house for sale is a happy haven for all."Example: A family with kids and pets came. I said, "Our house for sale is a happy haven for all. There's enough space for the kids to play and the pets to run around. Doesn't it seem ideal?"19. "Selling a house that's a bridge to a better lifestyle."Example: A person looking for an upgrade was there. I told him, "Selling a house that's a bridge to a better lifestyle. You can finally have that luxury you've been dreaming of. Aren't you ready?"20. "The house for sale is a star in the real estate sky."Example: A couple looking for something special was viewing. I said, "The house for sale is a star in the real estate sky. It has all those amazing features that make it stand out. Don't you want to own a star?"。
16.Selling
SellingSelling skills can be very useful to you in your personal life. For example, have you ever wanted to use someone else’s car? You had to use selling skills to persuade the owner to let you use it. When you apply for a job, you should really be trying to persuade the employer that you will be a good employee. If you run for an elected office in an organization, you are really trying to sell yourself to others. You are trying to convince people that you have good ideas and will provide the type of leadership needed by that organization. Selling involves persuading others to accept your ideas or your advice.Selling skills are also important in most jobs. Business managers want to hire people who are creative, who work well with others, and who contribute to the success of their business. In the world of business, selling is a very important function. Business owners use selling skills to gain acceptance from customers and employees about store policies and procedures. Successful salespeople use selling skills to assist customers in making wise buying decisions.What Is Selling?Selling involves the art of communicating effectively with people---simply explaining how a product or service will benefit the customer. Customers will not purchase a product or service until they are convinced that they will benefit from owning that product or service. The salesperson needs to explain, advise and generally help the customer. In fact, his most important job is to assist the customer in making a wise buying decision. The word selling is defined as:1.assisting the customer, and2.helping the customer make a wise buying decisionAssisting the CustomersBusiness in America today is very competitive. In our free enterprise system, there are many businesses that sell similar products and services. For example, you can purchase a pair of jeans from a department store, a women’s or men’s apparel shop, a specialty store, or a discount store. Because customers can purchase the same product or service from more than one business, it is important that businesses provide polite, friendly service to customers. If customers do not receive polite and capable help from salespeople at a business, they may decide to purchase from another business. Salespeople make sure they provide the help customers expect. Helping the Customer Make a Wise Buying DecisionThe most important responsibility of any salesperson is to help customers make wise buying decisions. Customers have made wise buying decisions when they receive benefits from the products or services they have purchased. These benefits are called buyer benefits. A buyer benefit is the gain or personal benefit customers receive from the products or services they purchase. The salesperson’s job is to make sure his customers purchase the products or services which will most benefit them.The Importance of SellingSelling is important to our economy, to business, and to the American people. In order to understand its importance, you need to be familiar with some basic facts about each segment of the American economy.The economy of our country is divided into three phases: production, marketing, and consumption.Production refers to the physical creation of goods and services. Farming, mining, fishing, lumbering, and manufacturing make up the production phase of our economy. Thousands of goods and services are produced each year. These goods and services, however, do not sell themselves. After goods and services have been produced, they must be made available to consumers for purchase. Marketing is the process through which goods and services flow from the producer to the consumer. Wholesalers and retailers make up the marketing phase of our economy.Selling is the most important marketing function performed by retail and wholesale businesses. Wholesalers buy from producers and sell to retailers. Retailers buy from producers and wholesalers and sell to consumers. Consumers are the users of goods and services in our society. The process of using goods and services is called consumption.What contribution does selling make to our economy? The role of selling in our society is to identify and provide the goods and services that will satisfy the needs and wants of the consumer. Manufacturers, wholesalers, and retailers all depend on customers to purchase products and services. When a business’s sale declines, the company usually reduces the number of its employees. The jobs of the many people who produce and provide goods and services, therefore, depend on successful salespeople. When customers purchase products and services, they help create employment in manufacturing, wholesaling, and retailing.Full employment in our country creates additional purchasing power for our consumers. Selling, therefore, assists in maintaining the high standard of living enjoyed in our country.What contribution does selling make to a business? The role of business in society is to provide the types of products and services which consumers need and want. It is the job of the salesperson, as the business’s representative, to satisfy the customers’needs and wants. Salespeople, and the manner in which they treat customers, can really determine the success or failure of most business.What contribution does selling make to the American consumer? Salespeople are often the only contact a customer has with a business. Salespeople represent the business to the customer. They should offer sincere, honest, friendly, and courteous service to customers. The salesperson’s job is to make sure the customer benefits from purchasing a product or service. Salespeople can save customers time and money by providing product information, showing how a product or service will benefit the customer, and making sure customers purchase the products and services which will best meet their needs and wants.Choose the best answer.1. The main idea of the first paragraph is ____.A. the importance of selling skills in managing a companyB. the importance of selling skills in job-huntingC. the importance of selling skills in one’s personal lifeD. the importance of selling skills in borrowing2. Selling is defined in this article as ____.A. helping the customer, and helping him make a wise buying decisionB. getting customers to buy goodsC. getting customers to buy servicesD. Both B and C3. Business in America today is very competitive, because ____.A. there are too many kinds of goodsB. there are not many customersC. there are too many similar kinds of goods or servicesD. there are too many businesses4. The three phases of the American economy are ____.A. manufacture, wholesale and retailB. production, sale and after-sale serviceC. production, marketing and consumptionD. production, consumption and service5. Which of the following statements is NOT entirely true?A. Knowing how to sell is useful to everyone.B. Production means manufacturing goods and providing services.C. Marketing is the link between producers and consumers.D. Wholesalers buy from producers; retailers buy from wholesalers; consumers buy from retailers.6. What is one of the roles that selling plays in American society?A. It plays the role of assisting producers as to what to produce.B. It plays the role of creating many new jobs for people.C. It plays the role of regulating people’s standard of living.D. It plays the role of helping people to stay employed.7. Which of the following is NOT true?A. Salespeople represent a business to the customer.B. Salespeople must offer satisfactory service to customers.C. Salespeople should help customers buy the products that will best benefit customers.D. The success or failure of salespeople has little to do with the success or failure of abusiness in most cases.8. How can salespeople assist customers?A. By asking customers questions to learn about their needs and wants.B. By helping customers to buy the products that are in their interest.C. By providing after-sale service to consumers.D. By helping with the delivery of consumer s’ purchases.。
使用追加销售 (Upselling) 和交叉销售 (Cross-Selling)来增加利润
使用追加销售(Upselling) 和交叉销售(Cross-Selling)来增加利润设想你正在度假，而且正在一家假日酒店的前台办理入住手续。
前台小姐微笑着并热情的告诉你，如果你每晚多付100元就能把房间升级到更大点的套间。
想到你将要为一些朋友举办个烧烤晚会，这些额外空间肯定大有用处，于是你欣然接受这个建议,双赢。
除非说你是酒店经营者，已经售出了较大的房间，但因折扣太多却没能增加利润。
在这些情况下，你可能甚至每平米房间的盈利还会更少些。
对酒店业者更大的问题是，绝大部分的酒店实际上都是商务酒店，所以把房间升级为更大或更好的决定，应该在客人进入大堂之前就已经做好了。
在商务酒店的前台进行追加销售几乎根本没有效果。
前台员工充其量是把更大更好的房间(套间)赠送给了那些忠诚度较高的顾客。
然而绝大部分情况下，按照一位我酒店行业的朋友的原话，“套间免费地提供给了一个最不应受的顾客”。
追加销售的流行追加销售可能在经销食品&饮料如快餐店，咖啡馆，酒吧这样的地方用的最多了。
在这些地方前台员工会建议顾客再花费额外的一点点来增加份量或换个更大的品牌。
麦当劳，星巴克都这样做并获利颇丰。
但是当你看得深入点便会理解它们在这些案例中的成功。
饮料通常有非常高的利润(如：软饮和咖啡)，即使免费增大份量也几乎不会影响盈利。
你为增大份量所付的0.10块钱对你来说很少，但是几乎是这些所增加饮料成本的十甚至上百倍。
所以，通过吸引顾客仅仅多付一点来进行追加销售可能不会给你合理的回报。
不幸的是通过向顾客建议多付点来追加销售也不会让你的生意更诱人。
其他产品的交叉销售以前据说麦当劳曾经有20%的利润都来源于炸薯条，而且所有的店员都要用这几个神奇单词，“除了那个再来点薯条?”不管这个传言是真是假，麦当劳都的确在交叉销售方面很成功，不管是炸薯条，苹果派还是其他你没想到要买的，大都会因为店员的建议还是买了。
除了快餐行业外，交叉销售在其他行业也有十分成功的应用，诸如：汽车销售中，汽车保险和其他一揽子服务都会销售给顾客;打印机(以及可替换墨盒)在顾客(个人顾客和企业客户)买电脑时被卖掉;在顾客购买航/海运服务时，仓库设备，陆地分流运输及其他供应链服务也被提供给客顾客买衬衫和西装时也会购买领带;客户采购企业培训时，高级主管指导和会议也被打包销售出去，等等。
商务英语阅读练习
Business English Reading Comprehension Passage OneThe relationship between the home and market economies had gone through two distinct stages. Early industrialization began the process of transferring some production processes (e. g. cloth-making, sewing and canning foods) from the home to the marketplace. Although the home economy could still produce these goods, the processes were laborious and the market economy was usually more efficient. Soon the more important second stage was evident --the marketplace began producing goods and services that had never been produced by the home economy, and the home economy was unable to produce them (e. g. electricity and electrical appliances, the automobile, advanced education, sophisticated medical care). In the second stage, the question of whether the home economy was less efficient in producing these new goods and services was irrelevant; if the family were to enjoy these fruits of industrialization, they would have to be obtained in the marketplace. The traditional ways of taking care of these needs in the home such as in nursing the sick, became unacceptable (and, in most serious cases, probably less successful). Just as the appearance of the automobile made the use of the horse drawn carriage illegal and then impractical, and the appearance of television changed the radio from a source of entertainment to a source of background music, so most of the fruits of economic growth did not increase the options available to the home economy to either produce the goods or services or purchase them in the market. Growth brought with it increased variety in consumer goods, but not increased flexibility for the home economy in obtaining these goods and services. Instead, economic growth brought with it increased consumer reliance on the marketplace. In order to consume these new goods and services, the family had to enter the marketplace as wage earners and consumers. The neoclassical(新古典主义的) model that views the family as deciding whether to produce goods and services directly or to purchase them in the marketplace is basically a model of the first stage. It cannot accurately be applied to the second (and current) stage.1. The reason why many production processes were taken over by the marketplace was that______.A.it was a necessary step in the process of industrializationB.they depended on electricity available only to the market economyC.it was troublesome to produce such goods in the homeD.the marketplace was more efficient with respect to these processes2. It can be seen from the passage that in the second stage ______.A.some traditional goods and services were not successful when provided by the homeeconomyB.the market economy provided new goods and services never produced by the homeeconomyC.producing traditional foods at home became socially never produced by the homeeconomyD.whether new goods and services were produced by the home economy became irrelevant3. During the second stage, if the family wanted to consume new goods and services, they had to enter the marketplace ______.A.as wage earnersB.both as manufacturers and consumersC.both as workers and purchasersD.as customers4.Economic growth did not make it more flexible for the home economy to obtain the newgoods and services because ______.A.the family was not efficient in productionB.it was illegal for the home economy to produce themC.it could not supply them by itselfD.the market for these goods and services was limited5. The neoclassical model is basically a model of the first stage, because at this stage ______.A.The family could rely either on the home economy or the marketplace for the neededgoods and services.B.many production processes were being transferred to the marketplaceC.consumers relied more and more on the market economyD.the family could decide how to transfer production processes to the marketplacePassage TwoAs is known to all, the organization and management of wages and salaries are very complicated. Generally speaking, the Account Department is responsible for calculations of pay, while the Personnel Department is interested in discussions with the employees about pay.If a firm wants to adopt a new wage and salary structure, it is essential that the firm should decide on a method of job evaluation and ways of measuring the performance of its employees. In order to be successful, that new pay structure will need agreement between Trade Unions and employers.In job evaluation, all of the requirements of each job are defined in a detailed job description. Each of those requirements is given a value, generally in ―points‖, which are added together to give a total value for the job. For middle and higher management, a special method is used to evaluate managers on their knowledge of the job, their responsibility, and their ability to solve problems. Because of the difficulty in measuring management work, however, job grades for managers are often decided without reference to an evaluation system based on points.In attempting to design a pay system, the Personnel Department should compare the value of each job with those in the job market. It should also consider economic factors such as the cost of living and the labor supply.It is necessary that payment for a job should vary with any distinctions in the way that job is performed. Where it is simple to measure the work done, as in the work done with the hands, monetary encouragement schemes are often chosen; for indirect workers, where measurement is difficult, methods of additional payments are employed.6. If a company wants its new pay structure to be successful, it is necessary to _______.A. give the workers extra pay to encourage themB. share the same opinion between the Trade Union and the employersC. consult some problems associated with payD. adopt a special way to evaluate the performance of its employees7.The methods of additional payments are adopted for indirect workers because __________.A. they don't have a higher payB. the firm hasn't enough fundC. the measurement of their work is very difficultD. their work is less important than that of other workers8. What should a firm consider in designing a new pay system?A. The value of each job alone.B. The method of calculating the pay.C. The requirements of each job.D. The labor supply and the cost of living.9. It can be inferred from the passage that _______.A. only the Accounts Department is involved in the management of salariesB. different job performances should be given different paymentsC. an evaluation system based on points is usually used to measure management workD. evaluating management work makes no difference from other work10. The main purpose of this passage is to _______.A. explain how the performance of a job can be measured in pointsB. describe the responsibilities of various departmentsC. tell readers how a firm can succeed in adopting a new pay systemD. tell readers how difficult the management work isPassage ThreeSelling skills can be very useful to you in your personal life. For example, have you ever wanted to use someone else's car? You had to use selling skills to persuade the owner to let you use it. When you apply for a job, you should really be trying to persuade the employer that you will be good employee. If you run for an elected office in an organization, you are really trying to sell yourself to others. You are trying to convince people that you have good ideas and will provide the type of leadership needed by that organization. Selling involves persuading others to accept your ideas or your advice.Selling skills are also important in most jobs. Business managers want to hire people who are creative, who work well with others, and who contribute to the success of their business. In the world of business, selling is a very important function. Business owners use selling skills to gain acceptance from customers and employees about store policies and procedures. Successful salespeople use selling skills to assist customers in making wise buying decisions.What Is Selling?Selling involves the art of communicating effectively with people —simply explaining how a product or service will benefit the customer. Customers will not purchase a product or service until they are convinced that they will benefit from owning that product or service. The salesperson needs to explain, advise, and generally help the customer. In fact, his most important job is to assist the customer in making a wise buying decision. The word selling is defined as:1. assisting the customer, and2. helping the customer make a wise buying decision.Assisting the CustomerBusiness in America today is very competitive. In our free enterprise system, there are many businesses that sell similar products and services. For example, you can purchase a pair of jeans from a department store, a women’s or men's apparel shop, a specialty store, or a discount store. Because customers can purchase the same product or service from more than one business, it is important that businesses provide polite, friendly service to customers. If customers do not receive polite and capable help from salespeople at a business, they may decide to purchase from another business. Salespeople make sure they provide the help customers expect.Helping the Customer Make a Wise Buying DecisionThe most important responsibility of any salesperson is to help customers make wise buying decisions. Customers have made wise buying decisions when they receive benefits from the products or services they have purchased. These benefits are called buyer benefits. A buyer benefit is the gain or personal benefit customers receive from the products or services they purchase. The salesperson's job is to make sure his customers purchase the products or services which will most benefit them.The Importance of SellingSelling is important to our economy, to business, and to the American people. In order to understand its importance, you need to be familiar with some basic facts about each segment of the American economy.The economy of our country is divided into three phases: production, marketing, and consumption. Production refers to the physical creation of goods and services. Farming, mining, fishing, lumbering, and manufacturing make up the production phase of our economy. Thousands of goods and services are produced each year. These goods and services, however, do not sell themselves. After goods and services have been produced, they must be made available to consumers for purchase. Marketing is the process through which goods and services flow from the producer to the consumer. Wholesalers and retailers make up the marketing phase of our economy.Selling is the most important marketing function performed by retail and wholesale businesses. Wholesalers buy from producers and sell to retailers. Retailers buy from producers and wholesalers and sell to consumers. Consumers are the users of goods and services in our society. The process of using goods and services is called consumption.What contribution does selling make to our economy? The role of selling in our society is to identify and provide the goods and services that will satisfy the needs and wants of the consumer. Manufacturers, wholesalers, and retailers all depend on customers to purchase products and services. When a business's sales decline, the company usually reduces the number of its employees. The jobs of the many people who produce and provide goods and services, therefore, depend on successful salespeople. When customers purchase products and services, they help create employment in manufacturing, wholesaling, and retailing. Full employment in our country creates additional purchasing power for our consumers. Selling, therefore, assists in maintaining the high standard of living enjoyed in our country.What contribution does selling make to a business? The role of business in society is toprovide the types of products and services which consumers need and want. It is the job of the salesperson, as the business's representative, to satisfy the customers' needs and wants. Salespeople, and the manner in which they treat customers, can really determine the success or failure of most businesses.What contribution does selling make to the American consumer? Salespeople are often the only contact a customer has with a business. Salespeople represent the business to the customer. They should offer sincere, honest, friendly, and courteous service to customers. The salesperson's job is to make sure the customer benefits from purchasing a product or service. Salespeople can save customers time and money by providing product information, showing how a product or service will benefit the customer, and making sure customers purchase the products and services which will best meet their needs and wants.11.The main idea of the first paragraph is ________.A. the importance of selling skills in managing a companyB. the importance of selling skills in job-huntingC. the importance of selling skills in one’s personal lifeD. the importance of selling skills in borrowing12.Selling is defined in this article as _______________________________A. helping the customer, and helping him make a wise buying decisionB. getting customers to buy goodsC. getting customers to buy servicesD. Both B and C13.Business in America today is very competitive, because ___________.A. there are too many kinds of goods in the marketB. there are not many demanding customersC. there are too many similar kinds of goods or servicesD. there are too many businesses14.The three phases of the American economy are ____________________.A. manufacture, wholesale and retailB. production, sale and after-sale serviceC. production, marketing and consumptionD. production, consumption and service15.Which of the following is NOT true?A. Salespeople represent a business to the customer.B. Salespeople must offer satisfactory service to customers.C. Salespeople should help customers buy the products that will best benefit customers.D. The success or failure of salespeople has little to do with the success or failure of a business in most cases.Passage FourThe so-called Americanization phenomenon seems to be a consequence of the recent globalization in our world. If we find American products worldwide, it is also increasinglycommon to find Asian products in the United States.Going to any country in Asia nowadays, we are going to see a lot of the American icons (图标)everywhere. A few years ago when I was in Ho-Chi-Min City, formerly known as Saigon, I was completely astonished at the number of billboards advertising products from multinational companies, many of them American. It is unforgettable for me—the vision of the spectacular Coca-Cola billboard on a Ho-Chi-Min Street.Living in the United Slates now, I am discovering many Asian products in America, from food to movies. In one day in San Francisco, or Seattle, or Houston, we can buy Sisheido cosmetics from Japan at the Galleria Mall, have sushi(寿司) and sashimi(生鱼片) in one of the many Japanese restaurants in the city, go to the cinema and enjoy the beautiful American-Chinese movie Crouching Tiger, Hidden Dragon, and take home spring rolls from one of the many Chinese restaurants in town.I understand that a great many people would like to hold hack the globalization process in the world because they think they are losing their own culture, but it is very difficult to stop this process. We can only try to be critical and choose what is best for us to have or to buy.However, many people think that young people are not free to choose when they are constantly exposed to attractive advertisements that are specially made to capture the youth market. Peaceful protests could be arranged just to help people to think about the situation, but the tendency in our world is that we want globalization, but we don't want to lose our own culture.16. The Americanization phenomenon is more possible to be the result of ______.A. the influence of Americanization on the worldB. the influence of the West on the EastC. the globalization in the worldD. American products worldwide17. What was the author in the passage particularly impressed by?A. The wonderful American-Chinese movie.B. The delicious Japanese food in American cities.C. The high quality of Asian products.D. The fantastic advertisement for an American product.18.We can learn from the passage that one of the consequences of globalization that manypeople worry about is ______.A. the spread of culture from one country to anotherB. the destruction of cultural identitiesC. the prevalence of American cultureD. the resistance to globalization worldwide19. What attitude should we have towards the globalization process?A. Disapproving.B. Pessimistic.C. Critical.D. Indifferent.20. Young people today can't really choose what they should buy because they _______.A. are influenced by American cultureB. don't know what is suitable for themC. are critical about everything in the worldD. are faced with too many powerful advertisementsPassage FiveThe appeal of advertising to buying motives can have both negative and positive effects. Consumers may be convinced to buy a product of poor quality or high price because of an advertisement. For example, some advertisers appealed to people's desire for better fuel economy for their cars by advertising automotive products that improve gasoline mileage. Some of the products work. Others are worthless and a waste of consumers' money.Sometimes advertising is intentionally misleading. A few years ago a brand of bread was offered to dieters (节食者. with the message that there were fewer calories (热量单位,大卡) in every slice. It turned out that the bread was not dietetic (适合于节食的), but just regular bread. There were fewer calories because it was sliced very thin, but there were the same number of calories in every loaf.On the positive side, emotional appeals may respond to a consumer's real concerns. Consider fire insurance. Fire insurance may be sold by appealing to fear of loss. But fear of loss is the real reason for fire insurance. The security of knowing that property is protected by insurance makes the purchase of fire insurance a worthwhile investment for most people. If consumers consider the quality of the insurance plans as the message in the ads, they will benefit from the advertising.Each consumer must evaluate her or his own situation. Are the benefits of the product important enough to justify buying it? Advertising is intended to appeal to consumers, but it does not force them to buy the product. Consumers still control the final buying decision.21. Advertising can persuade the consumer to buy worthless products by ________.A. stressing their high qualityB. convincing him of their low priceC. maintaining a balance between quality and priceD. appealing to his buying motives22. The reason why the bread advertisement is misleading is that ________.A. thin slices of bread could contain more caloriesB. the loaf was cut into regular slicesC. the bread was not genuine breadD. the total number of calories in the loaf remained the same23. The passage tells us that _________.A. sometimes advertisements really sell what the consumer needsB. advertisements occasionally force consumers into buying things they don't needC. the buying motives of consumers are controlled by advertisementsD. fire insurance is seldom a worthwhile investment24. It can be inferred from the passage that a smart consumer should ________.A. think carefully about the benefits described in the advertisementsB. guard against the deceiving nature of advertisementsC. be familiar with various advertising strategiesD. avoid buying products that have strong emotional appeal25. The passage is mainly about _________.A. how to make a wise buying decisionB. ways to protect the interests of the consumerC. the positive and negative aspects of advertisingD. the function of advertisements in promoting salesPassage SixThe Supreme Court's recent decision allowing regional interstate banks has done away with one restriction in America's banking operation, although many others still remain. Although the ruling does not apply to very large money-center banks, it is a move in a liberalizing direction that could in the end push Congress into framing a sensible legal and regulatory system that allows banks to plan their future beyond the next court case.The restrictive laws that the courts are interpreting are mainly a legacy（遗赠物）of the bank failures of the 1930's. The current high rate of bank failure—higher than at any time since the Great Depression—has made legislators afraid to remove the restrictions. While their legislative timidity （胆怯）is understandable, it is also mistaken. One reason so many American banks are getting into trouble is precisely that the old restrictions make it hard for them to build a domestic base large and strong enough to support their activities in today's telecommunicating round-the-clock, around-the-world financial markets.In trying to escape from these restrictions, banks are taking enormous, and what should be unnecessary, risks. For instance, would a large bank be buying small, failed savings banks at inflated prices if federal law and states regulations permitted that bank to explain instead through the acquisition of financially healthy banks in the region? Of course not. The solution is clear. American banks will be sounder when they are not geographically limited.The house of Representative's banking committee has shown part of the way forward by recommending common-sensible, though limited, legislation for a five-year transition to nationwide banking. This would give regional banks time to group together to form counterweights to the big money-center banks. Without this breathing space the big money-center banks might soon extend across the country to develop. But any such legislation should be regarded as only a way station on the road towards a complete examination of American's suitable banking legislation.26. The restrictive banking laws of the 1930's are still on the book because _______.A. the bank failures of the 1930's were caused by restrictive courtsB. banking has not changed during the past 50 yearsC. legislators believe banking problems similar to those of the Depression still exist todayD. the banking system is too restrictive, but no alternatives have been suggested27. According to the author, the change to a nationwide banking system should be _______.A. postponed until the consequences can be evaluatedB. gradual so that regional banks have a chance to compete with larger banksC. immediate because we can't afford any more bank failuresD. much faster to overcome legislative fear28. It can be inferred from the passage that _______.A. many restrictions in banking operation have been cancelledB. the ruling of removing the restriction can make the banks plan their future freelyC. the ruling of removing the restriction can't be applicable to all banksD. the old restrictions will be helpful to set up a powerful domestic base29. What is the author's attitude towards the current banking laws?A. Tolerant and disapproved.B. Concerned and dissatisfied.C. Understandable and indifferent.D. Supportive and admirable.30. The main idea of the passage is that _______.A. despite many bank failures, the nature of banking has not really changed so muchB. the current banking law must be useful to today's banksC. center banks currently have too much power as compared with the regional banksD. banks have been forced to take needless and dangerous risks due to the restrictions Passage SevenOver the past decade, American companies have tried hard to find ways to discourage senior managers from feathering their own nests at the expense of their shareholder. The three most popular reforms have been recruiting more outside directors in order to make boards more independent, linking bosses' pay to various performance measures, and giving bosses share options, so that they have the same long-term interests as their shareholders.These reforms have been widely adopted by America's larger companies, and surveys suggest that many more companies are thinking of following their lead. But have they done any good? Three papers presented at the annual meeting of the Academy of Management in Boston this week suggest not. As is usually the case with boardroom tinkering, the consequences have differed from those intended.Start with those independent boards. On the face of it, dismissing the boss's friends from the board and replacing them with outsiders looks a perfect way to make senior managers more accountable. But that is not the conclusion of a study by Professor James Westphal. Instead, he found that bosses with a boardroom full of outsiders spend much of their time building alliances, doing personal favors and generally pleasing the outsiders.All too often, these seductions succeed. Mr. Westphal found that, to a remarkable degree,"independent" boards pursue strategies that are likely to favor senior managers rather than shareholders. Such companies diversify their business, increase the pay of executives and weaken the link between pay and performance.To assess the impact of performance-related pay, Mr. Westphal asked the bosses of 103 companies with sales of over $ 1 billion what measurements were used to determine their pay. The measurements varied widely, ranging from sales to earnings per share. But the researcher's big discovery was that bosses attend to measures that affect their own incomes and ignore or play down other factors that affect a company's overall success.In short, bosses are quick to turn every imaginable system of corporate government to their advantage-which is probably why they are the people who are put in charge of things. Here is paradox for the management theorists: any boss who can not beat a system designed to keep him under control is probably not worth having not beat a system designed to keep him under control is probably not worth having.31. What is the purpose of the large companies in recruiting outsiders and putting them on the board of directors?A. To diversify the business of the corporation.B. To enhance the cooperation between the senior managers and the board directors.C. To protect the interests of the shareholders.D. To introduce effective reforms in business management.32. What do es Professor James Westphal’s study suggest?A. With a boardroom full of outsiders, senior managers work more conscientiously.B. Outside board directors tend to be more independent.C. Boardroom reforms have failed to achieve the desired result.D. Cooperation between senior managers and board directors suffered from the reforms.33.The word ―seduction‖ in the fourth paragraph probably means ―____‖A. efforts to conquerB. exertions to understandC. endeavors to increase profitsD. attempts to win over34. Which of the following statements is true?A. Corporate executives in general are worth the high pay they receive.B. The income of corporate executives is proportional to the growth of corporate profits.C. Corporate executives tend to take advantage of their position to enrich themselves.D. The performance of corporate executives affects their own interests more than those of the shareholders.35. How does the author feel about the efforts to control senior executives?A. approving.B. optimistic.C. positive.D. doubtfulPassage EightHenry Ford, the famous U.S. inventor and car manufacturer, once said, ―The business of America is business.‖ By this he meant that the U.S. way of life is based on the valu es of the business world.。
零售行业领域中的专业英语词汇
零售领域中的专业英语词汇I. 销售和市场A. 销售1. 销售目标1)Sales target - 销售目标2)Sales quota - 销售配额3)Revenue goal - 收入目标4)Sales forecast - 销售预测5)Performance target - 绩效目标6)Sales expectation - 销售期望7)Sales target achievement - 销售目标达成8)Sales target tracking - 销售目标跟踪9)Sales target adjustment - 销售目标调整10)Sales target evaluation - 销售目标评估11)Sales target alignment - 销售目标对齐12)Sales target deadline - 销售目标截止日期13)Sales target progress - 销售目标进展14)Sales target planning - 销售目标规划2. 销售技巧1)Sales skills - 销售技巧2)Persuasion techniques - 说服技巧3)Negotiation skills - 谈判技巧4)Communication skills - 沟通技巧5)Closing techniques - 成交技巧6)Listening skills - 听力技巧7)Relationship-building skills - 建立关系技巧8)Problem-solving skills - 解决问题技巧9)Presentation skills - 演示技巧10)Product knowledge - 产品知识11)Objection handling - 处理异议技巧12)Time management skills - 时间管理技巧13)Customer service skills - 客户服务技巧14)Adaptability - 适应能力15)Resilience - 坚韧性16)Confidence - 自信心17)Empathy - 同理心18)Assertiveness - 自信果断19)Follow-up skills - 跟进技巧20)Feedback solicitation - 征求反馈技巧21)Relationship management - 关系管理22)Trust-building skills - 建立信任技巧23)Networking skills - 社交网络技巧24)Emotional intelligence - 情商25)Consultative selling - 咨询式销售26)Storytelling techniques - 讲故事技巧27)Value proposition - 价值主张28)Rapport building - 建立融洽关系29)Handling objections - 处理异议技巧30)Needs assessment - 需求评估3. 销售额1)Sales revenue - 销售额2)Revenue generation - 收入产生3)Revenue growth - 收入增长4)Revenue stream - 收入流5)Sales volume - 销售量6)Gross sales - 总销售额7)Net sales - 净销售额8)Sales performance - 销售业绩9)Sales figures - 销售数据10)Sales turnover - 销售额11)Sales target attainment - 销售目标达成12)Sales commission - 销售佣金13)Sales pipeline - 销售渠道14)Sales cycle - 销售周期15)Sales forecast - 销售预测16)Sales report - 销售报告17)Sales analysis - 销售分析18)Sales tracking - 销售跟踪19)Sales performance evaluation - 销售业绩评估20)Sales trend - 销售趋势21)Sales projection - 销售预测22)Sales target - 销售目标23)Sales quota - 销售配额24)Sales incentive - 销售激励25)Sales promotion - 销售促销26)Sales campaign - 销售活动27)Sales strategy - 销售策略28)Sales territory - 销售领域29)Sales commission rate - 销售佣金率30)Sales performance metrics - 销售业绩指标B. 市场营销1. 市场调研1)Market research - 市场调研2)Consumer behavior - 消费者行为3)Market segmentation - 市场细分4)Demographic analysis - 人口统计分析5)Target market - 目标市场6)Competitor analysis - 竞争对手分析7)Trend analysis - 趋势分析8)Customer preferences - 客户偏好9)Product positioning - 产品定位10)Brand awareness - 品牌知名度11)Market share - 市场份额12)Sales forecast - 销售预测13)Customer satisfaction survey - 客户满意度调查14)Focus group - 焦点小组15)Mystery shopping - 神秘顾客调查16)SWOT analysis (Strengths, Weaknesses, Opportunities, Threats) - SWOT分析（优势、劣势、机会、威胁）17)Data analysis - 数据分析18)Market trends - 市场趋势19)Pricing analysis - 定价分析20)Market research report - 市场调研报告21)Customer segmentation - 客户细分22)Purchase intent - 购买意向23)Market opportunity - 市场机会24)Data collection - 数据收集25)Survey methodology - 调查方法论26)Sampling techniques - 抽样技术27)Market analysis - 市场分析28)Brand perception - 品牌认知度29)Market research firm - 市场调研公司30)Competitor benchmarking - 竞争对手基准比较2. 广告宣传1)Advertising –打广告2)Promotion - 促销3)Marketing campaign - 市场营销活动4)Advertisement - 广告5)Branding - 品牌推广6)Marketing strategy - 市场营销策略7)Digital marketing - 数字营销8)Social media marketing - 社交媒体营销9)Advertising agency - 广告代理公司10)Marketing mix - 市场营销组合11)Product placement - 产品放置12)Endorsement - 背书13)Sponsorship - 赞助14)Public relations - 公共关系15)Media planning - 媒体策划16)Copywriting - 文案撰写17)Ad campaign - 广告活动18)Ad targeting - 广告定向投放19)Ad creative - 广告创意20)Ad spend - 广告支出21)Ad placement - 广告位置22)Advertising budget - 广告预算23)Ad campaign analysis - 广告活动分析24)Call to action (CTA) - 行动号召25)Brand ambassador - 品牌大使26)Advertising effectiveness - 广告效果27)Ad impressions - 广告曝光量28)Click-through rate (CTR) - 点击率29)Conversion rate - 转化率30)Ad targeting options - 广告定位选项3. 促销活动1)Promotion - 促销2)Sales promotion - 销售促进3)Discount - 折扣4)Coupon - 优惠券5)Special offer - 特别优惠6)Deal - 优惠活动7)Clearance sale - 清仓大甩卖8)Buy one, get one free (BOGO) - 买一送一9)Limited-time offer - 限时特价10)Flash sale - 限时抢购11)Rebate - 退款12)Gift with purchase - 赠品促销13)Loyalty program - 忠诚度计划14)Sweepstakes - 抽奖活动15)Contest - 比赛16)Prize - 奖品17)Free samples - 免费样品18)Cross-promotion - 跨界促销19)Bundle promotion - 套餐促销20)Seasonal promotion - 季节性促销21)In-store promotion - 店内促销22)Online promotion - 网络促销23)Customer loyalty promotion - 客户忠诚度促销24)Referral program - 推荐计划25)VIP sale - VIP特卖26)Anniversary sale - 周年庆促销27)Cashback offer - 返现优惠28)Trade-in promotion - 以旧换新促销29)Product demonstration - 产品示范活动II. 产品和库存管理A. 商品管理1. 商品采购(Merchandise procurement)1)Procurement - 采购2)Purchase - 购买3)Supplier - 供应商4)Vendor - 供应商5)Sourcing - 采购来源6)Inventory - 库存7)Stock - 库存8)Replenishment - 补货9)Order - 订单10)Supplier selection - 供应商选择11)Supplier negotiation - 供应商谈判12)Purchase order - 采购订单13)Bulk buying - 大宗采购14)Procurement process - 采购流程15)Vendor management - 供应商管理16)Supplier relationship management (SRM) - 供应商关系管理17)Lead time - 提前期18)Just-in-time (JIT) inventory - 定时库存19)Procurement cost - 采购成本20)Price negotiation - 价格谈判21)Product sourcing - 产品采购22)Supplier evaluation - 供应商评估23)Contract negotiation - 合同谈判24)Purchase requisition - 采购申请25)Vendor selection criteria - 供应商选择标准26)Quality control - 质量控制27)Price comparison - 价格比较28)Payment terms - 付款条件29)Procurement strategy - 采购策略30)Vendor performance tracking-供应商绩效跟踪2. 商品陈列(Product display)1)Display - 陈列2)Visual merchandising - 视觉营销3)Shelf - 货架4)Showcase - 陈列柜5)Window display - 橱窗展示6)Point of sale (POS) display - 销售点陈列7)Product placement - 产品摆放8)Retail layout - 零售布局9)End cap - 顶部陈列10)Cross-merchandising - 跨品类搭配陈列11)Floor plan - 店铺平面图12)Pop-up display - 弹出式陈列13)In-store signage - 店内标识14)Interactive display - 互动式陈列15)Merchandise rotation - 商品轮换16)Planogram - 陈列图17)Shelf talkers - 货架标签18)Product grouping - 产品分组19)Interactive kiosk - 互动式自助服务台20)Gondola display - 高低货架陈列21)Promotional display - 促销陈列22)Impulse buying - 冲动购买23)Signage - 标识牌24)Display fixture - 陈列架25)Product arrangement - 产品布置26)Branding - 品牌塑造27)Storefront design - 店面设计28)Digital signage - 数字标识29)Store layout optimization - 店铺布局优化30)Visual appeal - 视觉吸引力3. 产品定价(Pricing strategy)1)Pricing - 定价2)Price setting - 定价3)Cost-based pricing - 成本导向定价4)Value-based pricing - 价值导向定价5)Competitive pricing - 竞争定价6)Dynamic pricing - 动态定价7)Price elasticity - 价格弹性8)Price strategy - 价格策略9)Price optimization - 价格优化10)Price point - 价格点11)Markup - 涨价12)Markdown - 打折13)List price - 标价14)Discount - 折扣15)Retail price - 零售价16)Wholesale price - 批发价17)Loss leader pricing - 亏本促销定价18)Psychological pricing - 心理定价19)Premium pricing - 高端定价20)Promotional pricing - 促销定价21)Price discrimination - 价格歧视22)Anchor pricing - 锚定定价23)Bundle pricing - 捆绑定价24)Penetration pricing - 渗透定价25)Skimming pricing - 撇取定价26)Cost-plus pricing - 成本加成定价27)Predatory pricing - 掠夺定价28)Resale price maintenance - 零售价格维持29)Channel pricing - 渠道定价30)Elasticity of demand - 需求弹性B. 库存管理1. 库存盘点(Inventory audit)1)Inventory - 库存2)Stocktaking - 盘点3)Inventory management - 库存管理4)Stock count - 库存计数5)Physical inventory - 实物库存6)Inventory control - 库存控制7)Reconciliation - 调账8)Cycle counting - 循环盘点9)Inventory audit - 库存审计10)Inventory valuation - 库存估值11)Stock reconciliation - 库存调整12)FIFO (First In, First Out) - 先进先出13)LIFO (Last In, First Out) - 后进先出14)Dead stock - 死库存15)Shrinkage - 库存损耗16)Stock turnover - 库存周转率17)Safety stock - 安全库存18)Stock adjustment - 库存调整19)Stockout - 缺货20)Stock replenishment - 库存补货21)Backorder - 订货22)Out-of-stock - 脱销23)Inventory shrinkage - 库存缩水24)Stock keeping unit (SKU) - 库存单位25)Inventory turnover ratio - 库存周转率26)Serialized inventory - 序列化库存27)Stockout cost - 缺货成本28)Dead stock - 废弃库存29)Just-in-time (JIT) inventory - 准时库存30)Stock ledger - 库存分类账2. 库存管理系统(Inventory management system)1)Inventory management system - 库存管理系统2)Point of Sale (POS) system - 销售点系统3)Inventory tracking - 库存跟踪4)Warehouse management system (WMS) - 仓储管理系统5)Stock control system - 库存控制系统6)Inventory software - 库存软件7)Barcode system - 条形码系统8)RFID (Radio Frequency Identification) system - 射频识别系统9)Order management system - 订单管理系统10)Reorder point - 重新订货点11)Purchase order - 采购订单12)Stock level - 库存水平13)Inventory forecasting - 库存预测14)Inventory optimization - 库存优化15)Inventory replenishment - 库存补货16)Stock rotation - 库存轮换17)Batch tracking - 批次跟踪18)Stock allocation - 库存分配19)Inventory reporting - 库存报告20)Inventory visibility - 库存可见性21)Inventory analysis - 库存分析22)Inventory adjustment - 库存调整23)Stock control measures - 库存控制措施24)Stock reconciliation - 库存调账25)Inventory accuracy - 库存准确性26)Stock visibility - 库存可视性27)Inventory tracking software - 库存跟踪软件28)Inventory turnover - 库存周转29)Inventory forecasting - 库存预测30)Inventory audit trail - 库存审计跟踪3. 供应链管理(Supply chain management)1)Supply chain management (SCM) - 供应链管理2)Supplier - 供应商3)Vendor - 供应商4)Logistics - 物流5)Distribution - 分销6)Procurement - 采购7)Supply chain - 供应链8)Inventory - 库存9)Demand forecasting - 需求预测10)Lead time - 提前期11)Just-in-time (JIT) - 准时制12)Production planning - 生产计划13)Transportation - 运输14)Warehousing - 仓储15)Inventory control - 库存控制16)Order fulfillment - 订单执行17)Sourcing - 采购来源18)Freight forwarding - 货运代理19)Reverse logistics - 逆向物流20)Supply chain visibility - 供应链可见性21)Supplier relationship management (SRM) - 供应商关系管理22)Demand planning - 需求计划23)Inventory optimization - 库存优化24)Cross-docking - 转运中心25)Supply chain integration - 供应链整合26)Strategic sourcing - 战略采购27)Inbound logistics - 入库物流28)Outbound logistics - 出库物流29)Freight management - 货物管理30)Distribution network - 分销网络III. 服务和客户关系A. 客户服务1. 售后服务(After-sales service)1)After-sales service - 售后服务2)Customer support - 客户支持3)Warranty service - 保修服务4)Returns and exchanges - 退换货5)Repair service - 维修服务6)Technical support - 技术支持7)Service center - 售后服务中心8)Customer satisfaction - 客户满意度9)Return policy - 退货政策10)Complaint handling - 投诉处理11)Product support - 产品支持12)Replacement service - 更换服务13)Refund process - 退款流程14)Trouble shooting - 故障排除15)Extended warranty - 延长保修16)Spare parts availability - 备件供应17)Service agreement - 服务协议18)Recall service - 召回服务19)Online support - 线上支持20)Field service - 现场服务21)Repair center - 维修中心22)Service request - 服务请求23)Return authorization - 退货授权24)Service level agreement (SLA) - 服务水平协议25)Product recall - 产品召回26)Customer care - 客户关怀27)Complaint resolution - 投诉解决28)Warranty claim - 保修索赔29)Service hotline - 服务热线30)Customer feedback - 客户反馈2. 投诉处理(Complaint handling)1)Complaint - 投诉2)Customer complaint - 客户投诉3)Grievance - 不满4)Dispute - 纠纷5)Feedback - 反馈6)Resolution - 解决方案7)Compensation - 补偿8)Redress - 补救9)Resolution process - 解决流程10)Complaint handling - 投诉处理11)Customer service - 客户服务12)Escalation - 升级处理13)Investigation - 调查14)Apology - 道歉15)Refund - 退款16)Exchange - 换货17)Compensation policy - 补偿政策18)Service recovery - 服务恢复19)Mediation - 调解20)Ombudsman - 申诉专员21)Customer satisfaction - 客户满意度22)Quality assurance - 质量保证23)Root cause analysis - 根本原因分析24)Incident report - 事件报告25)Service standards - 服务标准26)Performance metrics - 绩效指标27)Service recovery process - 服务恢复流程28)Complaint tracking - 投诉跟踪29)Customer retention - 客户保留30)Continuous improvement - 持续改进B. 客户关系管理1. 客户数据管理(Customer data management)1)Customer data - 客户数据2)Data management - 数据管理3)Customer relationship management (CRM) - 客户关系管理4)Database - 数据库5)Data analytics - 数据分析6)Data mining - 数据挖掘7)Customer segmentation - 客户细分8)Data privacy - 数据隐私9)Data protection - 数据保护10)Data security - 数据安全11)Data cleansing - 数据清洗12)Data integration - 数据集成13)Data warehousing - 数据仓库14)Personalization - 个性化15)Customer profiling - 客户画像16)Data enrichment - 数据丰富化17)Data governance - 数据治理18)Master data management (MDM) - 主数据管理19)Customer engagement - 客户参与度20)Data-driven decision making - 数据驱动决策2. 客户反馈收集(Customer feedback collection)1)Feedback collection - 反馈收集2)Customer feedback - 客户反馈3)Feedback form - 反馈表格4)Feedback survey - 反馈调查5)Feedback mechanism - 反馈机制6)Feedback gathering - 反馈收集7)Feedback analysis - 反馈分析8)Feedback management - 反馈管理9)Feedback loop - 反馈循环10)Feedback channel - 反馈渠道11)Feedback process - 反馈流程12)Feedback tracking - 反馈跟踪13)Customer opinion - 客户意见14)Voice of the customer (VOC) - 客户之声15)Suggestion box - 建议箱16)Online reviews - 网上评论17)Testimonials - 证言18)Complaints register - 投诉登记册19)Net Promoter Score (NPS) - 净推荐值20)Customer satisfaction survey - 客户满意度调查3. 客户满意度调查(Customer satisfaction surveys)1)Customer satisfaction survey - 客户满意度调查2)Satisfaction rating - 满意度评级3)Customer feedback questionnaire - 客户反馈问卷4)Service evaluation - 服务评估5)Customer experience survey - 客户体验调查6)Feedback analysis - 反馈分析7)Survey response rate - 调查回应率8)Survey design - 调查设计9)Survey methodology - 调查方法论10)Survey administration - 调查执行11)Survey results - 调查结果12)Survey data analysis - 调查数据分析13)Satisfaction score - 满意度得分14)Likert scale - 李克特量表15)Open-ended questions - 开放式问题16)Closed-ended questions - 封闭式问题17)Sampling method - 抽样方法18)Response bias - 回应偏差19)Survey tool - 调查工具20)Follow-up survey - 后续调查IV. 技术和运营A. 技术应用1. 电子商务(E-commerce)1)E-commerce (Electronic Commerce) - 电子商务2)Online shopping - 网上购物3)E-tailer (Electronic Retailer) - 电子零售商4)Online marketplace - 网上市场5)Digital storefront - 数字商店6)Online payment - 网上支付7)Mobile commerce (M-commerce) - 移动商务8)E-commerce platform - 电子商务平台9)Online store - 网店10)Virtual shopping cart - 购物车11)Digital wallet - 数字钱包12)Online transaction - 网上交易13)Drops hipping - 代发货14)Affiliate marketing - 联盟营销15)Customer reviews - 客户评价16)Product recommendation - 产品推荐17)Online advertising - 网上广告18)Order fulfillment - 订单配送19)Customer support - 客户支持20)Return policy - 退货政策2. 实体店铺管理软件(Brick-and-mortar store management software)1)Point of Sale (POS) system - 销售点系统2)Inventory management software - 库存管理软件3)Retail management system - 零售管理系统4)Store operations software - 店铺运营软件5)Storefront management software - 店面管理软件6)Merchandising software - 商品管理软件7)Sales tracking software - 销售跟踪软件8)Customer relationship management (CRM) software - 客户关系管理软件9)Cash register software - 收银软件10)Retail analytics software - 零售分析软件11)Employee management software - 员工管理软件12)Order management system (OMS) - 订单管理系统13)Retail accounting software - 零售会计软件14)Loyalty program software - 忠诚度计划软件15)Mobile point of sale (mPOS) - 移动销售点16)Store scheduling software - 店铺排班软件17)Shelf management software - 货架管理软件18)Customer feedback management software - 客户反馈管理软件19)Price optimization software - 价格优化软件20)Loss prevention software - 防损软件3. POS系统(Point of Sale systems)1)Point of Sale (POS) system - 销售点系统2)Cash register - 收银机3)Barcode scanner - 条形码扫描器4)Receipt printer - 收据打印机5)Cash drawer - 收银抽屉6)POS terminal - 销售点终端7)Touchscreen monitor - 触摸屏显示器8)Payment terminal - 支付终端9)POS software - 销售点软件10)Inventory management - 库存管理11)Sales reporting - 销售报告12)Customer relationship management (CRM) - 客户关系管理13)Product catalog - 产品目录14)Discount management - 折扣管理15)Loyalty program integration - 忠诚度计划集成16)Return and exchange processing - 退换货处理17)Employee management - 员工管理18)Transaction history - 交易历史记录19)Offline mode - 离线模式20)Multi-store support - 多店支持B. 运营管理1. 店铺布局设计(Store layout design)1)Store layout - 店铺布局2)Floor plan - 平面图3)Aisle - 走道4)Shelf - 货架5)Display area - 展示区域6)Counter - 柜台7)Checkout counter - 收银台8)Entrance - 入口9)Exit - 出口10)Product placement - 产品摆放11)Visual merchandising - 视觉营销12)Fixture - 固定设备13)Signage - 标识14)Lighting design - 灯光设计15)Traffic flow - 人流流动16)Customer seating area - 客户休息区17)Fitting room - 试衣间18)Clearance section - 清仓区19)Interactive displays - 互动展示20)Storefront design - 店面设计2. 营业时间管理(Operating hours management)1)Business hours - 营业时间2)Opening hours - 开门时间3)Closing hours - 关门时间4)Operating hours - 运营时间5)Store hours - 店铺营业时间6)Regular hours - 正常营业时间7)Extended hours - 延长营业时间8)Holiday hours - 节假日营业时间9)Weekend hours - 周末营业时间10)Peak hours - 高峰时间11)Off-peak hours - 非高峰时间12)Flexible hours - 灵活营业时间13)Standard hours - 标准营业时间14)Business days - 营业日15)Non-business days - 非营业日16)Opening time - 开门时间17)Closing time - 关门时间18)Operating schedule - 运营时间表19)Service hours - 服务时间20)After-hours service - 夜间服务3. 人员培训和管理(Staff training and management)1)Staff training - 员工培训2)Employee development - 员工发展3)Training program - 培训计划4)Onboarding - 入职培训5)Orientation - 新员工介绍6)Skill development - 技能发展7)Performance management - 绩效管理8)Coaching - 辅导9)Mentoring - 导师制度10)Feedback - 反馈11)Performance appraisal - 绩效评估12)Goal setting - 目标设定13)Team building - 团队建设14)Leadership training - 领导力培训15)Conflict resolution - 冲突解决16)Time management - 时间管理17)Communication skills - 沟通技巧18)Cross-training - 跨部门培训19)Staff retention - 员工留任20)Human resources management - 人力资源管理V. 法律和财务A. 法律合规1. 退货政策(Return policy)1)Return policy - 退货政策2)Refund policy - 退款政策3)Exchange policy - 换货政策4)Return period - 退货期限5)Refund process - 退款流程6)Exchange process - 换货流程7)Return authorization - 退货授权8)Restocking fee - 重新上架费9)Return label - 退货标签10)Return shipping - 退货运费11)Original condition - 原品状态12)Proof of purchase - 购买凭证13)Store credit - 商店积分14)No-return policy - 无退货政策15)Limited return policy - 有限退货政策16)Full refund - 全额退款17)Partial refund - 部分退款18)Defective product return - 有瑕疵产品退货19)Non-refundable items - 不可退款商品20)Return merchandise authorization (RMA) - 退货商品授权2. 消费者权益保护(Consumer rights protection)1)Consumer rights - 消费者权利2)Consumer protection - 消费者保护3)Consumer advocacy - 消费者权益倡导4)Fair trading - 公平交易5)Consumer law - 消费者法律6)Product safety - 产品安全7)Warranty - 保修8)Guarantee - 保证9)Refund - 退款10)Exchange - 换货11)Compensation - 补偿12)Recall - 召回13)Misrepresentation - 不当陈述14)False advertising - 虚假广告15)Deceptive practices - 欺诈行为16)Price transparency - 价格透明度17)Right to information - 信息权18)Right to redress - 补救权19)Consumer education - 消费者教育20)Ombudsman - 消费者ombudsman（消费者权益保护机构）3. 劳工法规(Labor regulations)1)Labor laws - 劳工法律2)Employment regulations - 就业法规3)Minimum wage - 最低工资4)Overtime pay - 加班工资5)Working hours - 工作时间6)Break time - 休息时间7)Employment contract - 就业合同8)Employment rights - 就业权利9)Occupational health and safety - 职业健康与安全10)Workers' compensation - 工人赔偿11)Employee benefits - 员工福利12)Equal employment opportunity - 平等就业机会13)Workplace discrimination - 工作场所歧视14)Harassment policy - 骚扰政策15)Family and medical leave - 家庭及医疗假期16)Disability accommodations - 残疾人士适应17)Employment standards - 就业标准18)Union rights - 工会权利19)Termination procedure - 终止程序20)Workforce diversity - 工作人员多样性B. 财务管理1. 财务报表分析(Financial statement analysis)1)Financial statements - 财务报表2)Income statement - 损益表3)Balance sheet - 资产负债表4)Cash flow statement - 现金流量表5)Statement of retained earnings - 留存收益表6)Financial analysis - 财务分析7)Ratio analysis - 比率分析8)Liquidity ratios - 流动性比率9)Solvency ratios - 偿债能力比率10)Profitability ratios - 盈利能力比率11)Efficiency ratios - 效率比率12)Trend analysis - 趋势分析13)Vertical analysis - 纵向分析14)Horizontal analysis - 横向分析15)Common size analysis - 公司规模分析16)Gross profit margin - 毛利率17)Operating profit margin - 营业利润率18)Net profit margin - 净利润率19)Return on assets (ROA) - 资产回报率20)Return on equity (ROE) - 股东权益回报率2. 销售税(Sales tax)1)Sales tax - 销售税2)Value-added tax (VAT) - 增值税3)Goods and Services Tax (GST) - 商品和服务税4)Taxable sales - 应税销售额5)Tax exemption - 免税6)Tax rate - 税率7)Taxable goods - 应税商品8)Taxable services - 应税服务9)Tax jurisdiction - 税收管辖区10)Tax collection - 税收征集11)Tax compliance - 税收合规12)Tax filing - 税务申报13)Tax liability - 税务责任14)Tax deduction - 税务扣除15)Tax exemption certificate - 免税证明16)Taxable income - 应税收入17)Tax assessment - 税务评估18)Tax audit - 税务审计19)Tax refund - 税款退还20)Tax evasion - 逃税3. 成本控制和利润管理(Cost control and profit management)1)Cost control - 成本控制2)Cost reduction - 成本降低3)Cost management - 成本管理4)Cost-saving measures - 节约成本措施5)Cost analysis - 成本分析6)Cost of goods sold (COGS) - 销售成本7)Operating expenses - 经营费用8)Overhead costs - 间接费用9)Variable costs - 变动成本10)Fixed costs - 固定成本11)Break-even point - 盈亏平衡点12)Profit margin - 利润率13)Gross profit - 毛利润14)Net profit - 净利润15)Profitability analysis - 盈利能力分析16)Return on investment (ROI) - 投资回报率17)Return on sales (ROS) - 销售回报率18)Margin analysis - 利润率分析19)Inventory management - 库存管理20)Price optimization - 价格优化。
销售技巧如何提高产品的附加销售
销售技巧如何提高产品的附加销售销售是任何企业成长和成功的重要驱动力之一。
为了实现销售目标并增加利润，销售人员需要掌握一些有效的销售技巧，特别是在提高附加销售方面。
本文将介绍一些提高产品的附加销售的技巧和策略。
一、了解客户需求了解客户的需求是成功销售的关键。
只有当销售人员了解客户的需求和喜好，才能向他们提供满足要求的产品和服务。
了解客户需求的一种有效方法是通过开放式的对话和提问来建立良好的沟通。
销售人员可以问一些相关问题，如客户目前使用的产品，他们对产品的满意度等。
通过了解客户的需求，销售人员可以更好地推荐适合客户的产品和服务，并提供附加销售的机会。
二、产品知识和培训销售人员需要对所销售的产品有全面的了解，并不断更新自己的产品知识。
只有在掌握产品特点和优势的基础上，销售人员才能更好地向客户介绍产品，并提供附加销售的建议。
企业应该为销售人员提供持续的培训和教育，以使他们能够适应市场和客户需求的变化。
三、个性化销售策略每个客户都是独特的，销售人员需要根据客户的需求和个性制定个性化的销售策略。
通过了解客户的偏好和兴趣，销售人员可以提供定制化的产品和服务，从而增加附加销售的机会。
例如，当销售人员知道客户是一个爱好户外运动的人，他们可以推荐一些与户外运动相关的产品，如运动鞋、太阳镜等。
四、Cross-selling和Up-selling在销售过程中，Cross-selling和Up-selling是常用的增加附加销售的策略。
Cross-selling是指向客户推荐与其购买产品相关或互补的其他产品。
例如，当客户购买一台电视时，销售人员可以推荐购买音响系统或电视支架。
Up-selling则是向客户推荐更高级、更贵的产品。
例如，当客户有意购买一件衬衫时，销售人员可以推荐购买同款的高级版或品牌。
五、增加产品展示和体验产品展示和体验对于提高附加销售至关重要。
通过展示产品的功能和效果，销售人员可以激发客户的购买欲望，并为他们提供选择其他附加产品的机会。
低价销售的英语短语
低价销售的英语短语英文回答：Selling below cost is a business practice where a company sells a product or service at a price that is lower than the cost of producing or acquiring it. This can be done for a variety of reasons, such as to attract new customers, to increase market share, or to clear out excess inventory. However, selling below cost can also be a risky strategy, as it can lead to financial losses if not done carefully.There are a number of factors that companies need to consider when deciding whether or not to sell below cost. These include:The cost of producing or acquiring the product or service.The price at which the product or service is beingsold.The demand for the product or service.The competition.The company's financial situation.If a company decides to sell below cost, it is important to do so carefully. The company should have a clear understanding of the risks involved and should have a plan in place to mitigate those risks. For example, the company may decide to sell below cost for a limited time only, or it may decide to sell below cost only on certain products or services.Selling below cost can be a risky strategy, but it can also be an effective way to attract new customers, increase market share, or clear out excess inventory. By carefully considering the factors involved, companies can make informed decisions about whether or not to sell below cost.中文回答：低价销售是一种商业行为，指公司以低于生产或获取成本的价格出售产品或服务。
关于买和卖的英语作文
关于买和卖的英语作文In the modern world the concepts of buying and selling are fundamental to the economy and the way we interact with goods and services. Here is an essay that explores these concepts in English.The Art of Buying and Selling A Reflection on Economic InteractionsIn the bustling marketplace of life two actions stand out as the cornerstones of commerce and trade buying and selling. These activities are not merely transactions they are the lifeblood of economies the means by which goods and services are exchanged and the way in which wealth is created and distributed.Buying The Consumers PerspectiveBuying is an art that requires discernment and knowledge. Consumers approach the act of buying with a variety of motivations. Some buy out of necessity seeking to fulfill basic needs such as food clothing and shelter. Others buy for pleasure indulging in luxuries that enhance their lifestyle and bring joy. The process of buying involves several stages1. Identification of Need or Desire The consumer recognizes a gap in their possessions ora desire for something new.2. Research Consumers gather information about the product or service comparing different options based on quality price and reviews.3. Decision Making After evaluating the options the consumer decides which product or service best meets their criteria.4. Purchase The final step is the transaction where the consumer exchanges currency for the desired item.Selling The Sellers PerspectiveSelling on the other hand is the art of persuasion and presentation. Sellers aim to convince potential buyers of the value of their offerings. The process of selling includes several key components1. Product Development Sellers create or source products that they believe will meet theneeds or desires of consumers.2. Marketing Effective marketing is crucial to make potential buyers aware of the product and understand its benefits.3. Negotiation Sellers often engage in negotiations with buyers to agree on a price and terms of sale.4. Closing the Sale The culmination of the selling process is the successful transaction where the product is exchanged for money.The Dynamics of Buying and SellingThe relationship between buying and selling is dynamic and interdependent. Sellers must understand the needs and desires of buyers to create products that will be attractive to them. Similarly buyers influence sellers by dictating market trends and preferences through their purchasing decisions.Technology and the Future of Buying and SellingWith the advent of technology the landscape of buying and selling has transformed dramatically. Ecommerce platforms have revolutionized the way goods are bought and sold making transactions more accessible and efficient. Social media has become a powerful tool for marketing allowing sellers to reach a global audience with targeted messages.ConclusionIn conclusion buying and selling are intricate and essential components of our economic system. They are not just about the exchange of goods and services they are about meeting needs fulfilling desires and driving innovation. As we move forward it is crucial to continue refining our understanding of these processes to ensure that they remain fair efficient and beneficial to all participants in the marketplace.This essay provides a comprehensive look at the concepts of buying and selling exploring the motivations behind these actions the processes involved and the impact of technology on modern commerce.。
卖东西的英语作文
卖东西的英语作文As the sun rose over the bustling marketplace, vendors prepared their stalls for another day of trading. The air was filled with the enticing aroma of fresh fruits, the vibrant colors of textiles, and the chatter of eager customers. This is the story of a day in the life of a market vendor, told through the lens of English vocabulary and phrases.Morning SetupThe day began with the setup. "Unpacking the wares" involved carefully arranging the goods on display to catch the eye of passersby. "Setting up the stall" meant ensuring that the "price tags" were clearly visible and that the "display stands" were stable and attractive.Greeting CustomersAs the first customers approached, the vendor greeted them with a warm, "Good morning! How may I assist you today?" This friendly approach was essential for making customers feel welcome and valued. The vendor would often ask, "Are you looking for anything in particular?" to tailor theinteraction to the customer's needs.Describing ProductsWhen a customer showed interest in an item, the vendor woulddescribe it using phrases like, "This is a high-quality product," or "It's made from the finest materials." They might also highlight its features, saying, "It's lightweight and durable," or "It has a unique design that will stand out."Handling InquiriesCustomers often had questions. The vendor would respond with patience, using phrases like, "That's a great question," or "Let me explain how it works." They would also provide reassurance, saying, "It's very easy to use," or "It comes with a full warranty."Negotiating PricesPrice negotiation was a common occurrence. The vendor would start with a firm, "The price is quite reasonable for the quality," but they would also be prepared to say, "I canoffer you a small discount if you're buying more than one item."Closing the SaleOnce an agreement was reached, the vendor would encourage the customer to complete the purchase with a phrase like, "Shall I wrap that up for you?" or "Would you like to pay by cash or card?"After-Sale ServiceAfter the sale, the vendor would ensure customer satisfaction by asking, "Is there anything else I can help you with?" and offering additional assistance like, "If you have any issues, please feel free to return within 30 days for a refund or exchange."Closing the StallAs the day wound down, the vendor would "close up shop," reflecting on the day's transactions and preparing for the next day. They would "count the earnings," "restock the inventory," and "tidy up the stall," ensuring everything was in order for the next market day.This essay captures the essence of selling at a market, highlighting the importance of customer service, product knowledge, and effective communication in English. It's a snapshot of the skills required to be successful in the art of selling.。
销售成交的名词解释英语
销售成交的名词解释英语Sales Terminology Explained in EnglishIntroduction:In the world of sales, effective communication is key to building relationships and closing deals. Understanding the terminology used in sales conversations is essential for both sales professionals and potential customers. In this article, we will explore and explain some common sales terms in English, enabling a deeper understanding of the sales process.1. Prospects and Leads:In sales, a prospect refers to a potential customer who has shown interest in a product or service. Prospects are often identified through various marketing channels and can be individuals or businesses. On the other hand, leads are individuals or businesses that have shown initial interest by providing their contact information. Leads can be gained through trade shows, website inquiries, or referrals.2. Qualification:Qualification refers to the process of evaluating a prospect's suitability as a potential customer. Sales professionals typically determine a prospect's level of interest, budget, timeline, and authority during this stage. By qualifying prospects, salespeople can prioritize their efforts on those who are most likely to convert into customers.3. Sales Funnel:The sales funnel is a visual representation of the buyer's journey, from initial awareness to making a purchase. It typically consists of different stages, such as prospecting, lead generation, qualification, proposal, and closing the deal. The funnel narrows as prospects move through each stage, with a higher probability of conversion as they progress towards the bottom.4. Cold Calling:Cold calling is a technique used by sales representatives to contact potential customers who have not expressed prior interest. It involves making unsolicited calls to individuals or businesses, with the aim of generating leads or setting up appointments. Cold calling requires effective communication skills to engage prospects and pique their interest in the product or service being offered.5. Objection Handling:Objections are concerns or doubts raised by prospects during the sales process, which may hinder the closing of a deal. Effective objection handling involves addressing these concerns and providing satisfactory solutions to alleviate any hesitation. Sales professionals need to listen actively, empathize, and provide persuasive responses to overcome objections and move towards a successful sale.6. Upselling and Cross-selling:Upselling is the practice of persuading a customer to purchase a higher-priced or upgraded version of a product or service. Cross-selling, on the other hand, involves suggesting additional products or services that complement the customer's original purchase. Both techniques aim to increase the overall sales value and enhance customer satisfaction.7. Closing Techniques:Closing refers to the final stage of the sales process, where a salesperson attempts to secure the purchase. Different closing techniques can be employed, such as the assumptive close, where the salesperson assumes the prospect's agreement, or the trial close, where the salesperson asks for a commitment on smaller aspects before the final decision. The choice of closing technique depends on the salesperson's style and the prospect's buying signals.8. Follow-up and Customer Relationship Management:After closing a deal, maintaining a strong customer relationship is crucial for continued success. Follow-up activities involve expressing gratitude for the purchase, providing support, and gathering feedback. Customer Relationship Management (CRM) systems facilitate efficient management of customer data, enabling sales professionals to track interactions, identify opportunities for upselling or cross-selling, and nurture long-term relationships.Conclusion:In the world of sales, understanding sales terminology is fundamental for effective communication and building successful relationships with customers. Being familiar with terms such as prospects, leads, qualification, objection handling, upselling, and closing techniques empowers sales professionals to navigate the sales process with finesse. By continuously improving their language and communication skills, salespeople can maximize their sales potential and bridge the gap between prospects and closed deals.。
基于支架教学法的“Up-selling Skills”教学设计案例分析与启示
基于支架教学法的“Up-selling Skills”教学设计案例分析与启示一、案例分析1. 教学目标本教学案例旨在通过支架教学法，帮助学员掌握和提高“Up-selling Skills”，即通过添加产品或服务，将顾客的购买量提升至更高档位，以实现更高的销售额。
2. 教学内容本教学设计主要包括以下内容：- “Up-selling Skills”概念和意义介绍- “Up-selling Skills”的基本原则和方法- “Up-selling Skills”的实际应用技巧和案例分析3. 教学方法本教学案例采用支架教学法，主要包括以下几个步骤：- 第一步，导入：通过引入与学员紧密相关的实际案例和情景，引起学员的兴趣和思考，使学员明确“Up-selling Skills”的重要性和实际应用意义。
- 第二步，概念讲解：对“Up-selling Skills”的概念、原则和方法进行系统性的讲解，准确把握学员的基础知识。
- 第三步，技巧训练：通过模拟情景、角色扮演等方式，让学员亲自体验和练习“Up-selling Skills”，并从中总结出有效的应用技巧和方法。
- 第四步，案例分析：通过真实案例的分析和讨论，让学员深入理解“Up-selling Skills”的应用场景和实际操作方法。
4. 教学评估根据学员的学习表现和实际操作能力，进行教学评估。
教学评估主要包括学员对“Up-selling Skills”的理解程度、实际操作能力和应用技巧的掌握情况等方面。
通过课堂测验、实际操作考核等方式，全面评估学员的学习成果。
5. 教学效果通过本教学设计的实施，学员将能够全面掌握“Up-selling Skills”的概念和运用方法，并能够在实际工作中灵活运用，有效地提升销售额和客户满意度。
二、启示本教学案例的设计和实施，充分体现了支架教学法的优势和特点，具有以下几点启示价值：1. 融合实际案例和情境支架教学法注重以学员的实际需求和情境为出发点，通过引入多种实际案例和情境，激发学员的学习兴趣和思考，使得学习更加贴近实际工作。
Upselling Skills
// 销售步骤 // 服务员 // 销售方式 // 选择销售目标 // 提高平均单的三个步骤 // 如何提高营业额 // 项目回顾 // 销售内容 // 奖赏 // 培训内容 // 介绍销售目标 // 餐饮部经理检查表 // 餐厅经理检查表 // 目标内容设定 // 各种目标设定
Step of Selling
选定销售目标
High impact (High profit) //高影响因素（高利润） a. Low Lost percentage // 低成本率 b. High contribution // 高贡献 (High selling price) // 高售价 c. Additional Items // 附加项目 Easy to buy // 容易购买 a. Easy to price // 容易定价 b. Easy to presentation // 容易介绍 c. Easy to speciality / unusual // 容易成为特产/与众不同 d. Familiar // 容易的 e. Time // 定时的 t. Easy to eat // 容易吃的 Easy to sell // 容易卖 a. Easy to prepare // 容易准备 b. Easy to serve // 容易服务 c. Easy to say (Explain) // 容易形容 d. Easy to speciality // 容易变特别的 e. Easy to Volume // 容易有一定量的
3 steps to increase average check
提高平均单的三个步骤
Average Check //平均单 Category Goals (Area Opportunity) //目标的种类 (机遇范围) Target Items // 目标内容
酒店前厅如何进行Upselling
B Beliefs/Values I believe that selling is important and am motivated to do it
A Am Identity I am a sales person as part of my job
OHP / 26
Excellence
Mediocrity
• Demonstrate two methods of how to pace and gain agreement with a guest
• List the 5 W’s and explain how to use the 5W’s to gain incremental revenue
OHP / 8
批注本地保存成功开通会员云端永久保存去开通
OHP / 1
U.F.O. Upselling Front Office
Training Programme
OHP / 2
Housekeeping Points
• Smoking Policy • Fire escapes • Health and Safety issues • Bathrooms • Timings • Break times
OHP / 25
E Environment
I have a good hotel and service to sell
Do Behaviours
I actively sell as part of my job
C Capabilities/Skills I know my product and service, I can explain the features and benefits of that service, I know what to upsell and whom
2024届高三英语二轮复习读后续写 My Journey in Selling Greeti讲义素材
2024七市州高三3月测试续写My Journey in Selling Greeting Cards 阅读下面材料，根据其内容和所给段落开头语续写两段，使之构成一篇完整的短文。
I faced a tight budget when I was nine. On November 1st, I used up most of the money I saved. With a small amount of pocket money left before Christmas I didn’t have enough to buy presents for the family.I was seriously considering going to my dad and asking for an advance on the next year’s pocket money, so I could at least buy gifts for my family members. But then, one evening, I was sitting in my room reading advertisements in the back of a magazine. Several greeting-card companies were telling us how people could make money by selling their cards and stationery（文具）. Normally, I would have passed right over the ads, but this time my situation was so difficult that I felt I had nothing to lose.The ad that attracted me most was one by a well-known greeting-card company in my nation, whose products were of high quality. With my parents’ help, I contacted the company, although they preferred adults or older kids to advertise their products. Aftermy sincere request, they agreed to give me, a nine-year-old boy, a chance.My sales materials arrived within the week. I had expected something small and neat, but the package looked like a dinosaur’s shoebox; it was close to three feet long and nearly a foot wide, full of stuff. There was a thick binder（活页夹）containing a complete selection of the cards and some writing paper, which I would be selling for around $3 per box.Although my parents supported my try to make money by myself, they had little confidence in my success; after all, instead of an outgoing kid, I was somewhat shy. However, I was determined to have a try to challenge myself.注意：1. 续写词数应为150左右；2. 请按如下格式在答题卡的相应位置作答。
《单元基础知识过关》Buying and Selling PPT
单元根底知识过关
21．发光；反射__s_h_in_e___ →____s_h_o_n_e(过去式) 22．成功；做成_su__cc_e_e_d__→___s_u_c_c_e_s(sn.) 23．疯狂的；荒唐的c_r_a_z_y____
单元根底知识过关
重点短语 根据汉语意思，写出相应的英文短语 1．挣钱；赚钱__m_a_k_e__m__o_n_e_y______ 2．(为攀谈而)走到跟前；走近c_o_m__e_u_p__to__________ 3．付款；支付___p_a_y_f_o_r__________ 4．待售；供出售_fo_r__sa_l_e____________ 5．从一处到另一处g_o_/_w_a_l_k_o_v_e_r_t_o______ 6．升级；提升；上升m__o_v_e_u_p____________
单元根底知识过关
14．价值__v_a_lu__e__ 15．相信；依赖_t_r_u_s_t___ 16．创作；创造_c_r_e_a_te___ 17．顾客；主顾；客户c_u_st_o_m__e_r_ 18．已经_a_l_r_ea_d__y_ 19．相像的；相仿的；类似的si_m__il_a_r___ 20．提供；供给__o_ff_e_r___
1．There will be a football match next year. They need some young players to _b_e_e_f_u_p______ their team. 2．My sister is __m_o_v_i_n_g__u_p__ the ladder means she gets a better
基础知识迁移
单词回忆
Ⅰ.根据句意及汉语提示完成句子 1. How much did you p__a_y_____ for the computer? 2 ． The coat costs 100 d_o_l_l_a_rs___. Don't you think it is expensive? 3．We picked_s_i_x_te_e_n__ (十六) pears and put them in the basket. 4．Lucy bought some_p_o_s_te_r_s__ (海报) of movie stars. 5．Look! Mrs. Smith is__b_a_k_i_n_g_ (烘烤) some bread in the kitchen.
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Category: Suite
Advantages
Benefit
- Children can watch own program w/o disturbing adults - convenient w/o computer
Buyers
- families - couples sharing - executives w/o laptop
Spoken Let me think about it. Silent Look at each other
let me discuss with …….
I am not sure
no feedback
Negative Signals
Spoken I don’t want it I don’t think so I am not interested in Maybe next time I can’t afford it Silent shake head Frown Ignore you
Advantages: Benefits:
The difference between one room to another, What’s special about a room category, Distinctive elements, e.g.: 2-line telephone.
The way in which our room provides value, e.g.: a two line telephone means that you can receive calls while doing email.
Get commitment - closing the sale
Positive
I will find a nice room for you I will prepare the key for you right away
Hesitation( add some benefits) Free tea or coffee state again Negative I understand, no problem, I will find a nice room for you.
Front Desk Up-selling
Our Process
Theory about the up-selling in Front Office. Show room Question and discussion time, our selling point including our main competitor’s Trainer’s role play Practice, video taped and critique
Four Selling Stages
1. Tune in 2. Identify opportunities
3. Match Needs
4. Seek Agreement
Stage one - Tune In (make connection)
1. How do you tune in with a guest and create rapport? Eye contact welcome warmly address by name, use three times ask question touch: present your hotel 2. Time to upsell: right time( availability of room) wrong time (rush, angry, distracted, exhausted) 3. Pacing and Mirroring: This technique involves noticing and matching the rhythms of another person’s speech and body language Caution!!!!! - cool face, no smile, impatient
Stage Three - Match Needs
1. Restate the Needs 2. Suggest an up-sell
3. Explain the Benefits
4. State the Price
Presenting your recommendation confidently leads to
Two TV sets
TV internet access
Living room seats
- meeting/gathering in private
comfortable setting
- business people w/o local office
OUR HOTEL CATEGORY, BENEFIT, BUYERS
Positive Signals Hesitation Signals Negative Signals
Spoken
Silent
Positive signals
Spoken Great , sound fine Why not? Silent Nod the head Thumb up
Hesitation Signals
Stage Two - Identify Opportunity
Ask question: open direct questions
Are
you coming for business or pleasure? Would you prefer high floor? How many days will you stay? Are you going to hold meeting in our hotel? Would you prefer quiet meal?
The key to up-selling is to convince guests that a higher room category is worth the price difference
Describe each room category’s advantages and benefits
Objectives / Subjects
1. Identify sales opportunities
2. Build rapport with guests 3. Match guests’ needs with appropriate products. 4. Make recommendations clearly and confidently 5. Describe the advantages of every available room category and their benefits to guests 6. Handle resistance and overcome hesitation
greater success.
Stage Four - Seek Agreement
We can lose sales by failing to convert positive signals We can appear pushy if we misread negative signals
Make communication clearly and confidently
What you say: expression ( language ability) knowledge of the content How you say: Tone of voice ( rising and falling tone with the stress and pause) reasonable volume of the voice Body Language eye contact body gesture facial expression
Identify the sales opportunity
When is our opportunity?
Right time is very important
How to build rapport with the guest?
First impression is very important atmosphere also is important
Buying Indicators:
Useful information from reservation details and RC Careful observation of the guest in front of us. Like: Watch credit card suite case/bag glasses tie/shoes pen
Our Products
Category
Rate
Superior/Deluxe King/Twin Deluxe suite Apartment with kitchen Executive SK/T and DK/T
Executive Suite
AmbassadBiblioteka r SuiteAction Plan
Useful things I have learned Strengths I can build on
Skills I intend to develop