Personal selling
This means the ability of staff to contribute to the promotion of sales and is known as upselling.
It is a subtle sales method to persuade customers to spend more money and is especially important when specific promotions are on offer.
Staff in a food and beverage outlet must have detailed product knowledge and well developed interpersonal skills to be able to:
- Explain the food and drink on offer in such a way that the product sounds interesting and appealing
- Formulate questions that promote sales, for example "Which drinks would you like to order?" rather than "Would you like something to drink?"
- Use opportunities to sell additional accompaniments by making recommendations to entice the customer
Upselling by a hotel receptionist when guests check in is increasingly important as more people are booking online.
The receptionist can give more details about rooms available and encourage guests to upgrade.
There may be rooms more suited to business people and the receptionist can make them aware of this and outline the advantages.
They will also ask, in a conversational way, about the reason for the visit. If it's a special occasion they may inform the guests of additional products that can be provided e.g. chocolates, celebratory drinks or room service.
When checking in, guests will usually be told about the dining options available if this has not been included at the time of booking.
