酒店销售带客参观接待流程.ppt

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,Site Inspection,参观酒店,We will altogether learn the,following points:,我们一起学习以下几点,:,Establishes rapport before,beginning the tour,确认参观时间,Step One:,第一点,:,You should confirm:,你应当做到,:,Avoid the hotel rush hour,避免酒店经营高峰,Select the available time for both,与顾客约定双方都方便的时间,Step Two:,第二点,:,Demonstrates readiness and,preparation,一切准备就绪,You should prepare:,你应当准备好,:,Sales Kits of hotel information,酒店产品资料,Name card,名片,Check the hotel room for site,inspection,检查要参观的客房,Your Good Grooming,你的仪容仪表端正,Reserve a table in the restaurant,在餐厅定位,Step Three:,第三点,:,Establishes and summarizes,client needs,and preferences,确定并总结顾客的需求和喜好,You should know:,你应当了解：,What he need,顾客需要什么,What he not need,顾客不需要什么,What he like,顾客喜欢什么,What he dislike,顾客不喜欢什么,Sales Secret,:,销售小秘诀：,Match what his,needs and,preferences,投其所好,Step Four:,第四点,:,Confirms inspection route in advance;,route matches client interests,预先确定参观路线，迎合顾客的兴趣,You should confirm the route:,确定一些重要参观区域：,Hotel lobby,酒店大堂,Western Restaurant,西餐厅,Chinese Restaurant,中餐厅,Banquet Hall,宴会厅,Hotel Rooms,酒店客房,Step Five:,第五点,:,Moves at client pace and tailors,presentation to client reactions,紧跟顾客，根据其反应做相适应,的陈述,You should do those:,你应当做到,:,Estimate the arriving time and take,all information to the lobby to,welcome the client.,预计顾客到达时间，带上资料至大堂迎接,Introduce the route and match the,client,adjust it according to the,clients needs,.,向客人介绍参观路线，征求客人意见，并根据客人,的需求进行即时调整。

Step Six:,第六点,:,Presents relevant features and,outlines appropriate advantages,and benefits,介绍（酒店）相关特征，优势，,利益等,You can introduce the following points:,你可以介绍以下几点：,Service&Facility,服务设施,Business hour,营业时间,Product Advantage,产品优势,Selling Policy,销售政策,Discount,优惠活动,Other,其他,Step Seven:,第七点,:,Shows detailed knowledge of,product and demonstrates,confidence,展示酒店产品，（充分）证明企业,信心,You can show the,following points:,你可以展示以下几点：,Hotel rooms,酒店客房,Western Restaurant,西餐厅,Chinese Restaurant,中餐厅,Banquet Hall,宴会厅,Excellent Team&Service,精英团队,&,优秀服务,Step Eight:,第八点,:,Invites client to experience the,product and encourages comments,and questions,邀请顾客体验产品，并欢迎他们,提出意见和问题,Experience the following:,体验以下一些：,Hotel Room Facilities,客房设施,Beverage&Food,餐饮,Invite the client to have dinner.,邀请顾客吃饭。

Welcome the clients,comments and questions.,欢迎顾客的提问及意见Step Nine:,第九点,:,Gets a reaction to each area,visited;surfaces and handles any,Resistance,让顾客对每处参观点发表意见，,发现并处理（双方）异议问题,Clients comments and Questions,are a huge amount fortune for our,hotel.,顾客的提问及意见对酒店而言是巨大的财富Listen to the client carefully.,认真地倾听顾客Focus on the clients questions.,关注顾客的问题Handle any resistance.,解决异议问题Takes some notes.,作好笔记Step Ten:,第十点,:,Gains commitment to a specific,next step,向顾客争取进一步合作,Thanks the client and create a,positive impression.,感谢顾客留下良好的印象。

Maintain positive appearance.,保持良好的形象Farewell client with give,aways,.,告别顾客并送上些小礼物The End,。