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Customer strategy


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Customer strategy

  1. 1. Habits of Highly Successful Hotel Sales People Many people wonder what separates a top performing sales person from the rest of the pack. In most cases, it's because they apply a number of best practices in their daily routine. Here are 17 best practices of top performing sales people. 1. They set HIGH TARGETS and goals. Top performers don't wait for their manager to issue an annual or quarterly quota. They set their own goals that are usually more ambitious than the corporate targets. 2. They carefully PLAN their quarter, month and week, as well astheir daily schedule. Too many sales people fly by the seat of their pants and only look at the day or week ahead instead of planning their month and quarter. Look at the big picture. 3. They set OBJECTIVES for every sales call. It is essential to know exactly what you want to accomplish before you make your call (face-to-face or Moblie). 4. They ASK high-value questions that probe to the heart of the issue. Sounds simple but most sales people fail at this and ask weak, feeble questions. Top performers are comfortable asking tough questions that make their prospect think. 5. They LISTEN carefully to what their prospects and customers say instead of waiting for your turn to speak listen to your customer. You can ask all the questions in the world but if you don't hear what people tell you won't be able to present the proper solution. 6. They CLARIFY the issue when they are unclear what their prospect means. People often say things that are unclear and most sales people assume they know what their prospect means. Top performers take the time to fully understand by asking "What do you mean by that?" of "Can you clarify that for me?" 7. They WAIT TO PRESENT their product, service, solution or idea until they know exactly what their prospect's situation is. The majority of sales people jump too quickly into their 'sales pitch' but top performers are patient and wait for the right moment. 8. They begin every sales presentation with a brief RECAP of their understanding of the prospect's situation. Again, a simple concept but one that is greatly ignored by many sales people. A quick summary of your customers' situation give you the opportunity to ensure that your presentation addresses their key issues. 9. They know how to ADAPT their sales presentation if their prospect's situation has changed. Making changes on-the-fly is challenging but it is one way to stand out from your competition. Learn how to
  2. 2. modify your presentation when customer's situation has changed from the time you initially met to the time you are delivering your presentation. 10. They know how to properly and effectively POSITION their product, service or solution. The vast majority of sales people fail miserably at this. They talk, talk, talk but usually end up talking about aspects of their product or solution that have little or no relevance to their customer's situation. 11. Their sales presentations FOCUS on the prospect. Most sales presentations focus on the seller's company, their product, or other trivial information that is of no interest to the customer. 12. They are PREPARED for potential objections. Top performers anticipate objections and plan their response before their sales call. 13. They always establish the NEXT STEPS. Decision makers are busier than ever which means they are more difficult to connect with. Avoid losing contact with a prospect by agreeing on the next steps after every sales call. Do this in face-to-face meetings and telephone calls. 14. They FOLLOW-UP after the initial call or meeting. Many a sale has been lost because the sales rep failed to follow up after the initial call. You cannot rely on your prospect or customer to call you; you need to take this initiative. Set this up during your call or meeting. 15. They PROSPECT continually to keep their pipeline full. It's not uncommon for sales reps to experience peaks and valleys in their sales. This is usually a result of failing to prospect for new business on a regular basis. Avoid the highs and lows and schedule time to prospect for new business every week. 16. They deal with the DECISION-MAKER whenever possible. Dealing with people who have little or no buying authority is a waste of time. However, many sales people fall into this trap because it is easier to connect with people other than the decision maker. And that may be true. However, in the long run, they end wasting their time because they don't close the deal. 17. They look for ways to KEEP IN TOUCH with their customers. A sale is not a one-time deal. However, you need to find ways to keep your name in your customer's mind to prevent a competitor from squeezing in. Top performers incorporate this into their schedule and make it a priority. Incorporate these strategies into your routine and you will quickly become a top performing sales rep too.
  3. 3. Signature Worldwide's hotel training for sales and customer service improves revenues, increases customer loyalty and inspires your employees. Our hotel training programs drive results whether the class is Instructor-led, online or our interactive Web-classroom training. Give your employees the edge in hospitality today, and watch your business grow! Contact us now to get started! Our specialized hotel training programs include: Transient Edge® - Our most popular hotel training program, this sales and customer service training program helps your hotel front desk and reservations staff convert more inquiry calls to actual reservations bookings while delivering legendary customer service. Service Edge™ - Hotel customer service training for the front desk, housekeeping, food and beverage, activities, or spa employees. Our proven training programs promote awareness and ownership among your employees. Service SkillKit™ - A unique training approach that targets hotel department and shift briefings training. Let us turn your hotel supervisors into service leaders by providing them with the daily tools to provide conversation and inspiration for your front-line employees. Customer Experience Edge™ - Hotel customer service training that has helped hotels and resorts truly raise the bar. Looking to go from three diamond to four? Or to increase your TripAdvisor rankings? Customer experience edge incorporates all that we have learned about delivering a legendary customer experience throughout every employee interaction at your hotel or resort. Call Center Edge™ - Hotel call center and hotel reservations training - whether your agents are responsible for several hotels, or several departments, our call center training program can help your agents convert more inquiries into reservations. Casino Edge™ - Casino and hotel customer service training - from hello to goodbye, our casino edge training can elevate your customer service and sales levels in the reservations department, VIP services, valet, bell staff, front desk and throughout the casino floor. Luxtra™ - Upscale hotel front desk training, hotel reservations training and hotel customer service training. Designed to help agents enhance the experience of luxury travelers searching for their ideal destination. Client Centered Sales™ for Hotels - Hotel sales training that will transform your sales people from order takers to consultative, client-centered sales people who understand how to advance a sale. Legendary Prospecting™ - Hotel sales staff training that will make your team more efficient in reaching the right contacts for your hotel, Legendary Leader™ - Manager and Leadership training created to provide a common language and set of goals and understanding of roles and accountability for your top leaders. Social Media Edge™ - Hotel social media strategy training introduces the most effective tools, helps to create your social media voice, and create your own hotel social media strategy. Mystery Shopping - Onsite or telephone mystery shopping designed to help reinforce our training programs or yours. Each call is scored and recorded and the results are made available online for ease of access. See the impact Signature Worldwide hospitality training has had on Pacifica Hotels: "I was trying not to let my nervousness and apprehension show when the trainer began the training. I have no idea what kind of miracle he brought with him but I have never seen anything like it!!! He was amazing with our staff. He was able to get every last one of them engaged, excited, participating and enjoying it. He had everyone laughing and genuinely interested in learning these new skills. He handled each one of them differently somehow knowing what each of them needed to learn. He was firm when he needed to be yet encouraging, congratulatory and
  4. 4. complimentary throughout. After 8 hours our staff was asking when the next training was and if we were going to make this a regular event." General Manager, Bend, Oregon