3. The O bjective….. By the end of this session, you will understand customers buying signals and how to use them for suggestive selling.

4. SELLING BY SUGGESTION - 1 HOW DOES IT HELP IF WE GIVE SUGGESTIONS RATHER THAN WAITING FOR THE CUSTOMER TO MAKE UP HIS / HER MIND. MORE PROFESSIONAL IMAGE BUILDS RAPPORT SAVES TIME INCREASES SALES REDUCE COSTS

5. SELLING BY SUGGESTION -2 EXPRESSIONS THAT SELL - “WOULD YOU LIKE.......” - “MAY I SUGGEST...........” - “I CAN RECOMMEND......” - “YOU MIGHT LIKE.....” NOT SO GOOD: - “YOU MUST / SHOULD TRY...”( ONLY GOOD WITH PEOPLE YOU KNOW WELL) - “COULD I POSSIBLY SUGGEST ...” (TENTATIVE, NOT CONFIDENT) _ “ PLEASE TRY....’ (BEGGING) WHEN SELLING, WE NEED TO USE THE RIGHT TONE. THE WAY WE SAY THINGS CAN BE MORE IMPORTANT THAN WHAT WE SAY.

7. TWO BASIC WAYS TO INCREASE REVENUE SELL MORE TO THE CUSTOMER SELL THE HIGH PROFIT ITEM GUESTS OFTEN ORDER WITHOUT THINKING TOO HARD ABOUT WHAT THEY WANT. THIS MEANS THAT THEY MAY NOT INCLUDE SOME ITEMS WHICH MIGHT MAKE THEIR MEAL MORE COMPLETE OR MORE ENJOYABLE .

9. BUYING SIGNALS - 2 CONFIRMING THE ORDER SOMETIMES WHEN WE MAKE A SUGGESTION TO OUR CUSTOMER THEY SAY SOMETHING LIKE: “ THAT SOUND GOOD - I’LL HAVE ONE !” BUT QUIET OFTEN GUESTS WHO ARE INTERESTED IN OUR SUGGESTIONS GIVE US POSITIVE BUYING SIGNALS - BUT THEY DON’T ACTUALLY SAY “O.K. - I’LL HAVE IT” WHAT WOULD YOU DO IF YOU GET A POSITIVE BUYING SIGNAL BUT THE CUSTOMER DOES NOT ACTUALLY ORDER THE ITEM - CONFIRM THE ORDER. IF WE JUST STAND AND WAIT FOR THE CUSTOMER TO MAKE UP HIS MIND HE MAY LOSE INTEREST OR THINK OF A REASON NOT TO BUY .

10. NEGATIVE BUYING SIGNALS THERE ARE MANY SIGNS THAT REVEAL HOW GUESTS ARE FEELING THESE MAY BE * SPOKEN SIGNALS ( THINGS THEY SAY ) * SILENT SIGNALS ( THINGS THEY DO) SILENT SIGNALS WHEN WE MAKE SALES SUGGESTIONS, CUSTOMER REACTIONS ARE OFTEN SHOWN BY THEIR BODY LANGUAGE NEGATIVE SILENT SIGNALS HAND & FACE - YAWING, SHAKING HEAD, FROWNING, TURNING MOUTH DOWN, LOOKING AWAY, WRINKLING NOSE. HAND & ARM - CROSSING ARMS, WAVING ‘NO’ WITH HAND, RUBBING NOSE OR BACK OF NECK, FIDGETING, STOP SIGN WITH HAND, TAPPING FINGERS. BODY & LEGS - LEANING BACK, MOVING AWAY, APPEARING NERVOUS, CROSSING LEGS, TURNING AWAY, JUGGLING / TAPPING FOOT. REMEMBER YOU NEED TO SEE THREE OR MORE NEGATIVE SIGNALS TO BE SURE THE CUSTOMER IS REALLY NOT INTERESTED

11. SPOKEN SIGNALS UNFRIENDLY / DEFINITE “NO” - THIS IS A VERY CLEAR SIGNAL - BODY LANGUAGE WORDS, & TONE ALL INDICATING A STRONG NEGATIVE REACTION. - LET THE CUSTOMER DECIDE FOR HIMSELF - DON’T MAKE ANY FURTHER SUGGESTIONS UNLESS HE ASKS FOR SOME. - GIVE HIM SPACE, MOVE AWAY UNTIL HE IS READY, AVOID DOING ANYTHING THAT MIGHT CAUSE OFFENCE. IF POSSIBLE ADVISE OTHER STAFF . NEGATIVE BUYING SIGNALS

13. TIME FOR ROLE PLAY!!