Here's part 4 of what to consider in getting your team to upsell effectively, and to include in your hotel or restaurant staff training.

Behaviours

Teach staff the mechanics of upselling

• The need for open questions to identify what the customer wants
• How to listen actively to customers' requests or preferences
• How to respond, and make suggestions, or offer alternatives that best meet the customers needs
• How would they describe each of your products and services?  Rather than a script, allow them to develop their own dialogue, one that comes naturally to them, rather than something they have to remember and run the risk of forgetting.

Tomorrow we'll look at what you need to do to enable your team to ut all this into practice to upsell effectively.

Caroline Cooper is a business coach with over 25 years experience in business and management development, and founder of Zeal Coaching, specializing in working with hospitality businesses, and is author of the 'Hotel Success Handbook'
www.zealcoaching.com