TS5015FP_C2_Upgrade and Upsell

While checking in Mr. Brown into Hotel X, Jeremy, the receptionist notices a comment in the system that reads "Previously mishandled. Please assign larger room for duration of stay with no additional charge." What must Jeremy do in this situation?

• Upsell

• Tune In

• Upgrade

• Cross Sell

What is upselling?

• Cornering the guest into purchasing the product.

• Selling an additional product or service to an existing customer.

• Persuading a guest to switch his purchase decision to a more expensive product.

• Getting the guest to consider a purchase he might not have thought of.

Ms. Brown checked into a superior room at Hotel K where she discovered that the shower in her room was faulty. The receptionist apologized profusely for the incident and accorded Ms. Brown an Executive Floor room in exchange, at no additional charge. What technique did the receptionist apply?

• Upselling

• Upgrading

• Cross Selling

• Suggestive Selling

Why is upselling important?

• Creates more revenue

• Enhances guest's experience in the hotel

• Encourage guest to use the best accommodation that suit their needs

• Enhances staff sales techniques

In order to upsell, one must have

• glib tongue.

• a great smile.

• good questioning skills.

• ample product knowledge.

The proven method of convincing a guest to take up the upsell is by pointing out features and benefits. Define "Benefit"

• Obvious difference between 2 products

• Physical difference

• Unique selling point

• What the guest has to gain

When would an upgrade happen?

• Room type that the guest booked is not available

• Guest was double roomed

• Guest was bumped to another hotel previously

• Guest is on his honeymoon and out of goodwill was offered a Suite room instead of the Deluxe room he booked

The FOA recommended Ms Linda the highest priced rooms first, then move to lower priced rooms when she faced resistance. What technique is she applying?

• Bottom Up

• Top Down

• Matching.

• Convincing

Huge bathroom with oversized bathtub. This is an example of a

• feature.

• benefit.

• value.

• unique selling point.

When upselling, a FOA should mention the rate first, and then offer the room by pointing its features and benefits. True or False

• True

• False