酒店管理会所 洲际酒店Welcome to the Reservations Se.pdf

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1、WelcometotheReservationsSellingWorkshop1HousekeepingPointsNonsmokingroomFireexitBathroomsBreakat10.30amLunchat12.30pmAfternoonbreakat3.00pmCloseatapproximately5:00pm2ALittleAboutYouWhatisyourname?Whatdepartmentdoyouworkin?Howlonghaveyoubeenwiththecompanyorhaveyouhadprevioushotelexperi

2、ence?Whatisafunhobbyinwhichyouparticipate?WhatdoyouwishtogainfromthisWorkshop?3RESERVATIONPOTENTIALCHARTFORHOTELAveragenumberof“nosale”callsduetorateobjectionsResProNo.ofRESAgents:TrainingExcludingthemanager(3)COMMITTMENTEachRESAgentwillconvertatleastONEofthesecallsaftertraining$$1xAV

3、RR$150xAVOS2nts=$300207,000$MultipliedxNo.ofagents=$900(3)USDDAYS48weeksworkperyear-2weeksadditionaloff46weeksx5days=230230daysx$9004Anja7-8pres.pptTheObjectivesAttheendofthetwodayreservationssellingtrainingyouwillbeableto:•Statewhyasalesstructureofacallisimportant•Listthe7stepsofrese

4、rvationsselling•Statewhoisresponsibleforyourpositivemindset•Explainwhatabenefitsandwichis•Stateyourdepartmentalphonegreetingandgoodbyescript•StatehowweshouldlookuponrateresistancedifferentlySessionOne-SellingCompetenciesAttheendofthissessionyouwillbeableto:•Statewhatprofessionalismis•

5、Explaintheterm“unconsciouslyknowing”•Listthefivestepsofthe“positiveselftalkcycle”•Statewhatthemomentoftruthis•ListthethreechannelsthathumanscommunicatethroughandwhicharemostimportantduringReservationsSelling6THE8P’sofProfessionalismProperPlanningandPreparationPromotesProfessionalisman

6、dPreventsPoorPerformance7PRO-FESS-IONALIS-Mthecompetenceorthecorrectdemeanourofthosewhoarehighlytrainedanddisciplined;theoutlook,aim,orrestrictionofthemereprofessional;thepredominanceofprofessionalsinsportortheworkenvironment.8ProfessionalSalesPersonHonestyCommonSenseHumilityEnthusias

7、mKnowledgeDedicatedPositiveAttitudeHardWorkingOrganisedConfidenceSelfRespectDependablePatienceCaringDecisiveDisciplineSenseofHumourListenerPersistenceFriendlyCommunicatorFaithMotivatedLearnerGoalOrientatedIntegrityEmpathetic9ProfessionalismChoiceAStateofMindTeleReservationsSalesProfes

8、siona