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Ecp Ha SM 2 Us Cs

The document describes an activity called "Race, stop, and talk" where students will take turns saying one-word topics related to an instructor's prompt within a one minute time limit, after which the student who stops must talk for a minute on the decided topic. It also provides sample scripts and prompts for students to practice upselling and cross-selling hotel products and services to customers.

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ni nyoman nurria handayani
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13 views

Ecp Ha SM 2 Us Cs

The document describes an activity called "Race, stop, and talk" where students will take turns saying one-word topics related to an instructor's prompt within a one minute time limit, after which the student who stops must talk for a minute on the decided topic. It also provides sample scripts and prompts for students to practice upselling and cross-selling hotel products and services to customers.

Uploaded by

ni nyoman nurria handayani
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Race, stop, and talk

In this activity, you’ll be making a line and race to say one


word related to the topics brought by your instructor while
the bomb timer is set in one minute. When it goes off, the
student that stops has to talk for a minute ( topic decided )

SAMPLE FOOTER TEXT 1


Tongue twister
Peter Piper picked a peck of pickled peppers.
A peck of pickled peppers Peter Piper picked.
If Peter Piper picked a peck of pickled peppers,
Where’s the peck of pickled peppers Peter Piper
picked?

SAMPLE FOOTER TEXT 2


Language used in
upselling and
cross-selling

Prepared by Nuri
Learning objectives

 The students are able


to demonstrate
upselling and cross-
selling hotel products
are services.

SAMPLE FOOTER TEXT 4


What are Cross-Selling and
Upselling at the Front Desk?
Front desk cross-selling is a strategy hotels utilize to increase
revenue by advertising complimentary items. In the same train of
thought, hotels generally cross-sell spa treatments, tourist guides,
and access to drivers or rental cars.

Upselling, on the other hand, refers to when sales reps upgrade


your product or services. It centers on convincing customers to
purchase premium lodging and service upgrades. For instance,
you may persuade your visitors to buy amenities like upgraded
accommodation before they even check into your hotel.

SAMPLE FOOTER TEXT 5


Sample Script for Upselling Dinner Reservations

Front Desk Agent : Good morning Mr. Bloom. I hope you're enjoying your stay
with us. I wanted to check if you have dinner plans this
evening.
Guest : We don’t have plans.
Front Desk Agent :Would you like me to make you a reservation somewhere? We
have a wonderful Italian restaurant on site and I can book you
in for this evening if you’d like. It’s incredibly popular so I’d
recommend booking sooner rather than later.
Guest : That sounds lovely. Why not?
Front Desk Agent : Wonderful! What time would you prefer?
Guest : How about 8 PM?
Front Desk Agent : Great. That’s all booked in for you at 8 PM tonight then.
Enjoy! SAMPLE FOOTER TEXT 6
Language focus
Use positive words and phrases that emphasize the benefits and
value of your solutions,
• such as "improve", "save", "enjoy", "guarantee", or "best", "wonderful”.

Social proof and testimonials from other customers who have used your products or
services. This can help you build trust and credibility with your customer.
• "Our customers love this feature because...", "This is one of our most popular options because...", or "We have
received great feedback on this service because...".

Ask for feedback and close the sale. Don't assume that the customer is ready to buy, but
invite them to share their thoughts and opinions on your suggestions.
• What do you think of this option?", "How do you feel about this feature?", or "Which one do you like best?“
"This is a great choice because...", "This is a limited-time offer, so don't miss out", or "This is the best deal we
have right now".

SAMPLE FOOTER TEXT 7


Situations to act out online spinner used
•room upgrades — proposing guests upgrade their choice of room during or even after booking, say, from a standard room to a mini-suite — and

•packages — proposing guests available hotel packages for different amenities and explaining the added value they provide as compared to
standalone bookings.

•add-on activities such as organized city tours or bicycle rentals that can be either provided by your property or by third parties through
partnerships;

•in-room extras such as upgraded bath amenities, baby high-chairs, pet beds, etc.;

•on-site spa passes

•on-site food and beverage options such as happy hour menus, dining discounts and packages, vending machines on floors, and serving meals in
rooms; and

•other hotel services such as

• complimentary parking

• transportation

• babysitting

•free breakfasts for kids

•transportation
SAMPLE FOOTER TEXT 8
SAMPLE FOOTER TEXT 9

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