前台销售培训PPT

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How we communicate is just as important as what we communicate 我们如何沟通与我们沟通什么同样重要
Body language 肢体语言 Tone/inflection 语音调节 Words 言辞
what is a need? 什么是需求？ ________________________________________ what is a feature? 什么是特色？ ________________________________________ what is a benefit? 什么是实惠？ ________________________________________
Telephone Etiquette 打电话中的礼节
Why do people call the hotel? 人们打电话到酒店来是为了什么？ 1.____________________________ 2.____________________________ 3.____________________________ Tips for great telephone etiquette 良好电话礼仪小贴士 Answer the phone professionally 接听电话专业化 Answer in a timely fashion 按照惯例及时接听 Give individual attention 个性化处理每一个电话
3. Hotel knowledge is Power 酒店知识就是力量
5 things every front desk agent should know
5件前台工作人员必须知道的事情： 1.___________________________ 2.___________________________ 3.___________________________ 4.___________________________
Taking Phone Reservations 把握电话预定
If you are taking a reservation by phone, there are several opportunities for you to sell the hotel , its services and facilities during a typical call. Opportunities present themselves in the following ways: 如果顾客通过电话进行预定，简单的一次通话中就包含很多机会帮助您推销你 的酒店、服务以及相关设施。机会蕴含在以下情况： Sell the hotel while entering in the computer, or when checking rates and availability. 当你进入电脑操作系统或者查找价格以及房间空余情况时，就可以利用这一空 挡推销你的酒店。 Sell as a direct response to a caller’s questions. 将推销融入到你直接给顾客答疑过程中。 Find upselling opportunities and provide a hotel overview during the rate quote to show value to your rates. 寻找能够引导销售的机会，在介绍价格时提供整个酒店概况方便顾客理解价格 的实惠所在。 Sell when a customer resists your rates. 当顾客不接受你的价格时。
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What is our guest telling us 我们的顾客向我们表达什么
Tapping fingers. 敲手指 __________________________ Yawning. 打哈欠 __________________________ Smile 微笑 __________________________ Angry 愤怒 __________________________ Distracted by their kids/family 因小孩或者其他家长而分心 __________________________
________________ ________________ Weekend: 周末 _______________ _______________ Others: 其他 _______________ _______________
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Effective Communication techniques 有效交流技巧
Always 经常 Use positive words such as -“Can,”“Will.”Never say never! 使用类似于“能够”“将会”这样积极的词，绝不使用 “从不”。 Use Professional Language 让你的语言专业化 Think before you speak. Avoid jumping to conclusions 在说话之前要经过思考，避免武断下结论。




Avoid interrupting the caller 避免打断来电者的话 Use professional language and tone 使用专业语言和语调 ◌ Avoid hotel/industry terms 避免使用酒店特殊用语 ◌ Avoid bad language, slang, or jargon 避免使用不礼貌的话语、行话或黑话 Avoid placing the caller on hold until he/she replies to that request 回复顾客的请求前不要让顾客一直拿着电话干等 Avoid eating or drinking 避免在接听电话时吃东西或者喝东西
e________Sales Approach 应用_______的营销方法 2._____Communication_____Sales _____的沟通_____销售 3.Hotel Knowledge is_____ 理解你的酒店_____
4.Determine Guest _____ and Wants ,Sell
_____and______ 确定顾客的 _____ 和需求，销售_____和____ 5._____Objections &_____the sales _____回绝& _____销售 6.Create a _____Impression 创造一个_____的印象
Weekday: 工作日
Their Needs 他们的需求
Never 从不





Interrupt a guest 打断客人。 Hang up on a guest 将顾客晾在一旁不管。 Express anger toward the guest 向顾客发泄愤怒。 Raise your tone toward the guest 对顾客提高音调。 Use profanity toward a guest or within hearing distance of a guest 对顾客使用不敬言辞。
Ways to teach your staff the basics 实际有效地教会你的员工
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Orientation / induction 情况介绍 Job aids 工作中的协助 On the job training 培训 Pre-shift training 换岗培训 Periodic testing 周期性测试考察
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Techniques for Improving Nonverbal Communication 改流的非语言交流的小技巧

Smile –A smile sets the tone for a successful interaction with a guest. It also makes the guest feel at home. 微笑—一个甜美的微笑为你和顾客展开良好互动打下基础，让顾客宾 至如归。 Make good eye contact – this helps show your sincerity and interest in providing outstanding service. 注重眼神交流—这可以显示你的真诚，并表达出你将提供出色服务的 意愿。 Lean forward when speaking and listening– This shows your interest in what’s being said and concern about the guest’s experience. 说话以及倾听时候身体稍稍前倾—这表示你很乐意表达，并很关心顾 客想要表达什么。




Tips for effective telephone reservations 有效电话预订小贴士



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Offer your name at the initial greeting 早第一问候的同时告诉对方你的名字 Be friendly and professional 态度友好而专业 Build rapport 建立共识 People do not care how much you know until they how much you care… 你知道多少人是没有兴趣去了解的，但是他们如果知道你 真切