UPSELLING & SALES STRATEGIES
More, more, more. Your customers are ready to hand over more of their hard-earned money to your business and gladly – if you know the magic words. By effective upselling, businesses can enhance customer satisfaction, boost their bottom line and create lasting relationships. Get ready to learn the secrets of the upsell.
COURSE DESCRIPTION
Which opportunities are you missing out on? You work hard to get a sale, but you might be ignoring your most important potential customers – the ones you already have.
Humans are hard-wired to want the best. Upselling taps into this desire. Upselling is the art of offering customers complementary or upgraded products, services and experiences that meet their needs and desires, often surpassing their initial expectations. In this two-day course, you’ll learn when and how to upsell. Whether you’re a manager, business owner or professional ready to showcase your ability to succeed, the Executive Education “Upselling” course will provide you with practical skills you can apply immediately.
Learn how to transform a routine check-in into an opportunity to upsell premium rooms, upgrades and exclusive amenities, ensuring every guest leaves with a smile. Understand how to double an F&B tab with a few simple questions. Acquire tips you can use to negotiate a large corporate contract into an even larger one. Gain the techniques to propel your business to the next level, no matter which industry you operate within.
Your expert trainer will guide you through the psychology of upselling, effective communication strategies, and how to identify upselling opportunities in any situation. Discover strategies to anticipate your customers’ needs. You’ll also gain increased confidence in communicating available upgrades in a way that delights and enriches the customer experience.
We’ll role-play customer interactions, examine real-world examples and learn how to apply our new tactics to our own individual products and services. Your path to becoming an upselling champion starts here!
Course Sneak Preview...Read more!
WHO IS THIS COURSE FOR?
BUSINESS OWNERS
MANAGERS
WHAT YOU'LL LEARN
- How to present your product knowledge in a way that will best assist and entice your clientele
- Ways to deconstruct your clientele’s needs and expectations so you can present them with solutions to solve their questions
- How to adapt to constant change and turn the flux into an opportunity
- Tactics for relating to your clientele, understanding their mindset and building rapport
- How to build a stronger sense of self-confidence to sell and upsell with more natural ease
- A firm understanding of the balance between overselling and underselling
- Strategies on giving customers exactly what they want – at the right moment
COURSE OUTLINE
This course comprises a total of 12 hours of learning over an additional four modules:
Module 1: Confidence & Service Standards
Fundamentals:
- Develop confidence to sell your product, service or experience while aligning it to your organisation’s standards
- Enhance your product and promotion knowledge – exploring and more fully understanding a promotion and its selling points
- Reading the customer and asking the right questions to understand their needs
- Service knowledge – crucial service details
- Product knowledge – understanding the full menu of options
- Public speaking tactics and gaining the confidence to promote your products or brand persuasively
- The difference between confidence and over-confidence
- Going with what you know
Module 2: Awareness of Yourself and the Customer
Awareness of Your Guests:
The guest is not always right but they need to feel like they are getting what they want. We will cover:
- When to approach the guest
- When to sell
- When it’s time to step back
- What to do when you don’t know the answer to a question
- Anticipating guest needs and desires
- Role playing
- Our appearance
- Our knowledge
- Our timing and understanding time perception
- Exuding confidence
- When to talk and when to listen
Module 3: When and How to Upsell
Advantages and Disadvantages of Upselling
- Understanding the pros and cons of upselling
How to Upsell
- When are the most ideal upselling opportunities
- What you can sell
- Why should customers listen to your recommendation
Module 4: Handling Challenges with Grace
- How to avoid mishearing someone
- The power of writing down the clients’ requests and active listening skills
- How to communicate with the guest about their requests
- The most frequent mistakes and how to avoid them
Trainer
As a veteran of the hospitality industry, James Marion has spent 20 years in the hospitality and food & beverage sectors in both the United States and Thailand. He specialises in training others to master the principles of consumer psychology, sales tactics and imaginative customer service that increase revenue while maximising customer satisfaction.
Working as a manager and corporate trainer in America, he’s overseen 800-seat restaurants, developed new service concepts, launched new restaurants and helped steer hospitality businesses to award-winning success. In Thailand, he’s managed specialty events, from unforgettable weddings to elaborate dinners on the beach, with boutique hotels in Phuket – training team members in how to deliver the perfect experience. Benefit from his expertise in motivating others through empowering trainings and his deep knowledge of customer service and sales strategies.
ADMISSION CRITERIA
Our course is designed for ambitious professionals. There are no admission requirements to enroll in this course. You can come from any sector and bring a host of background experiences.
ADMISSION PROCESS
To enroll, choose the desired intake and fill in your personal details. You will receive an email with the payment link. You are accepted in the course only upon receipt of payment.
DEADLINE
We must receive payment at least five days before the start of the course. Late enrollments can be accepted on a case-by-case basis.
"Sales is an outcome, not a goal. It’s a function of doing numerous things right, starting from the moment you target a potential prospect until you finalize the deal."
~ Jill Konrath
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