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Communication and Selling Skills. Zhongan Yan (Bryan) C62289. Know your Organization. 72 Bungalow Island Resort Hospitalities – Hotel, Bungalows Retails – Souvenir, Convenience Store Entertainment – Club, Bar, Beach Area. Know Your Product / Service. Food & Beverage Accommodations
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Communication and Selling Skills Zhongan Yan (Bryan) C62289
Know your Organization • 72 Bungalow Island Resort • Hospitalities – Hotel, Bungalows • Retails – Souvenir, Convenience Store • Entertainment – Club, Bar, Beach Area
Know Your Product / Service • Food & Beverage • Accommodations • Souvenirs • Hospitality Services
Know Your Product / Service • Product / service configuration • Performance data and specification • Maintenance and care • Price and delivery • Policies and Procedures relating to them
Know Your Customer • Their needs, preferences and requirements • 6 Basic Buying Needs -Safety -Performance -Appearance -Comfort -Economy -Durability
The 4 Steps to Success in Selling • Attention in your products / services • Interest in doing something about it • Desire for one product or service in particular • Action
ATTENTION • Attract the attention of the customer. • Be quick and direct • Use Powerful Words or Pictures to catch the customers' eye and make them stop • Be Honest: Gimmicks, tricks and crafty techniques don’t work,
INTEREST • Raise customer interest by focusing on and demonstrating advantages and benefits • Make an Impact and Create Interest: simple and relevant. • Identify customer needs • Introduce things they may not have thought of • Keep it relevant
DESIRE • Convince customers that they want and desire the product or service and that it will satisfy their needs • what your product will do to help them with their specific problem or need, citing cost, time or other factors that the product will benefit them if they place an order. • Induce them with special offer, pricing etc
ACTION • Lead customers towards taking action and/or purchasing. • Summarize what you are offering and cite their specific problems and needs • Use the right closing question: Eg. Would you like to go with the blue or the red?
Developing Excellent Communication with Customers • Verbal Communication Skills • Non-Verbal Communication Skills • Listening Skills
Verbal Communication with Customers • Greet customer warmly and sincerely • Be Specific • Use simple language KISS: Keep It Simple & Stupid • Speak clearly • Agree with customers • Guide rather than direct
Verbal Communication with Customers: Questioning Skills • Ask open questions to gain INFORMATION “what are..”, “How do you..” • Ask closed questions to gain COMMITMENT “If you..”, “do you..”, “Would you..”
Verbal Communications with Customers: Avoiding Negative Communications • Words and phrases that damage relationship: You don’t understand That’s not my responsibility You don’t see my point That’s your business
Non Verbal Communication with Customers • Body Language: eye contact, posture, facial expression and gestures • Volume: Volume of voice, rate of speech • Appearance: Hygiene, clothing • Personal Habits
Active Listening • Let the customer know you are listening • Don’t Interrupt • Make sure you know what the customer has said • Take notes • Ask questions
Addressing Customer Needs • To Feel Welcome • To Be Understood • To Feel Comfortable • To Feel Appreciated • To Feel Important • To Be Respected