up-sellingPPT格式课件下载.ppt
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Whatwillyourecommend?
Howtorecommend?
了解为什么要向客人推荐?
推荐什么?
如何推荐?
Whatisgoodchance?
推荐食品或饮料的重要时机?
BOTANICATRAININGSYSTEMUp-sellingSkills,目标Objective,Evan-Gin,BOTANICATRAININGSYSTEMUp-sellingSkills,BringupF&
Brevenue提高餐饮的额外收入ImproveGuestSatisfactionIndex提高客人的满意度ImproveAssociateSatisfactionIndex提高员工工作满意度.,与客人建立良好关系的重要性Establishgoodrelationswithguestveryimportant,为什么要建立良好关系?
Evan-Gin,BOTANICATRAININGSYSTEMUp-sellingSkills,客人从他们喜欢的人那里买东西客人从他们信任的人那里买东西,如何与客人建立良好关系Howtoestablishgoodrelationswithguest?
微笑Smile眼神交流EyeContact肢体语言BodyLanguage问候Greeting宜人的语气PleasantTone介绍自己Introduceyourself称呼名字UseGuestName适当的恭维ProperCompliment,Evan-Gin,BOTANICATRAININGSYSTEMUp-sellingSkills,与客人建立良好关系的时机Whatisrighttime?
RightTimeWhenguestfriendliness客人友善的时候Whenguestarehappytocommunicatewithyou客人乐意与您沟通,WrongTimeWhenguesthostility客人不友善Guestunhappy客人心情不好Disturbguest打搅客人(交谈、打电话),Evan-Gin,BOTANICATRAININGSYSTEMUp-sellingSkills,Whyweneedtorecommend?
为什么要向客人推荐?
Whatweneedtorecommend?
推荐Recommend,Evan-Gin,BOTANICATRAININGSYSTEMUp-sellingSkills,为什么要向客人推荐?
Whyweneedtorecommend?
Guestscantunderstandmenuordrinklist客人不会、不想看、不懂看菜单或酒水单Somanychoice,cannotdecide选择太多,拿不定主意Savetime节省点菜的时间Weareprofessional体现我们的专业形象Goodconnection与客人建立更好的关系Up-sell,morerevenuelessencoast增加销售,减少费用(高价格、低成本),Evan-Gin,BOTANICATRAININGSYSTEMUp-sellingSkills,向客人推荐什么Whatweneedtorecommend?
平均消费,种类,Beverage,Soups,MainCourse,Appetizer,单项,Evan-Gin,BOTANICATRAININGSYSTEMUp-sellingSkills,推荐单项推荐的单项越多,平均消费就越高客人拒绝您推荐的单项,您还可以推荐另一个单项;
如果您推荐的是种类,若客人拒绝了您,那这个种类的任何一个单项你都无法推荐了,推荐额外菜品除了主食之外的所有食品和所有的饮料根据餐厅营业数据分析得来的目标增销菜品或饮料,Evan-Gin,BOTANICATRAININGSYSTEMUp-sellingSkills,向客人推荐什么Whatweneedtorecommend?
向客人推荐什么Whatweneedtorecommend?
Evan-Gin,BOTANICATRAININGSYSTEMUp-sellingSkills,Coke,CaesarSalad,Aglassofmonthlywine,TsingTaobeer,FreshOrangeJuice,SingleEspresso,Forexample:
如何推荐?
您需要喝点什么吗?
Whatwouldyouliketodrink?
2.您应该来一杯红葡萄酒配您的牛扒会更好的!
Youwanttoorderaglassofwinewithyoursteak,thatwillbebetter!
3.我可以向您推荐一杯诺顿红葡萄酒来搭配您的牛扒吗,这款是我们的月酒有特价?
MayIrecommendaglassofNortonredwineforyou,itsmonthlyrecommendation,youwillgetspecialprice?
4.您要不要试试来一杯红葡萄酒配您的牛扒呢?
Wouldyoulikeaglassofwinewithyoursteak?
当客人否定回答时,没有机会再推荐任何的饮料,带有强制性的语气,只适合于很熟悉的客人,客人否定时,可以接着介绍其它红酒或饮料,对产品的信心不够,容易得到客人否定的回答,Evan-Gin,BOTANICATRAININGSYSTEMUp-sellingSkills,销售时要注意自己的措辞Expressionisveryimportant,尽量不使用以下句形您看.可以吗?
Howabout?
您需要来一点.吗?
Wouldyoulike?
您喜欢吃点什么呢?
Whatwouldyoulike?
应该使用以下句形我认为.挺好的,您不凡试试看Trustme,tasteverygood,youliketotry?
我可以向您推荐.吗?
相信您一定会喜欢MayIrecommendforyou?
Ithinkyouwilllikeit.我们的客人对这道菜的评价很高.Thisdishisverypopular,把客人点单的责任变成是我们的责任,让客人觉得你是在帮助他一起点菜,而不是在听他点菜,Evan-Gin,BOTANICATRAININGSYSTEMUp-sellingSkills,介绍各类菜品的时机Whatisgoodchance?
客人刚入座时、递送菜单时MayIorderaglassofF.O.Jforyou,sir?
点完菜之后MayIrecommendaglassofNortonredwineforyou,itsmonthlyrecommendation,youwillgetspecialprice?
用餐将结束时、客人用甜品时MayIorderacupofcoffeeforyou,sir?
杯子剩余1/3时MayIorderonemorebeerforyou,madam?
Drinks,Evan-Gin,BOTANICATRAININGSYSTEMUp-sellingSkills,介绍各类菜品的时机Whatisgoodchance?
刚刚递送菜单时Whatwouldyouliketostar,TeaSmokeSalmonisverypopular,wouldyouliketotry,sir?
点完菜主菜后MayIserveyouasalad(orsoup)whileyouarewaitingforyourmaincourse?
Appetizer&
Soup,Evan-Gin,BOTANICATRAININGSYSTEMUp-sellingSkills,点完菜之后、用完主菜清理桌面时MayIrecommendTiramisuforyou,madam?
客人吃甜品时MayIorderacupofcoffeeforyourdessert,sir?
Dessert&
Coffee,Evan-Gin,BOTANICATRAININGSYSTEMUp-sellingSkills,介绍各类菜品的时机Whatisgoodchance?
有助于销售的词句WordsforUp-selling,可口Delicious,好吃Tasty,鲜美Fresh,多汁Juicy,松嫩Tender,酥脆Crispy,辛辣Spicy,温和(不辣)Mild,香浓Rich/Creamy,传统Traditional,清淡Light,提神Refreshing,芳香Fragrant,滋补Nutritious,受欢迎Popular,时令InSeason,ChefsRecommendation,获奖Award-Winning,Evan-Gin,BOTANICATRAININGSYSTEMUp-sellingSkills,REVIEW,TargetRevenueGSIASIEstablishgoodrelationswithguestWhyHowWhatisrighttime?
RecommendWhyWhatHowWhatisgoodchanceChancefordrinksChanceforAppetizerandSoupChancefordessertandcoffeeWordsforUp-selling,Evan-Gin,BOTANICATRAININGSYSTEMUp-sellingSkills,MerryChristmas,Evan-Gin,BOTANICATRAININGSYSTEMUp-sellingSkills,12th-December,