Techniques for communicating with customers at the front desk

The marketing department works hard to bring in customers, and the front desk must find ways to keep customers! What are some? I have compiled them below for your reading and reference.

:Speak sincerely

Sincerity is the beginning of trust, and trust is the key to winning customers.

: Give customers a reason to buy

Make customers happy to buy hotel products. Think the money is worth it.

Let the customer know that he is not the only one who purchased the hotel product.

It is best to use customer testimonials. For example, a certain star, a certain department, etc. are all customers of the hotel.

:Explain hotel products in the simplest way

Don’t act self-righteous in front of customers. Many customers sometimes ask very naive questions. At this time, you must not be self-righteous and treat the customer as a fool.

Many customers don’t like employees who are smug and feel that they are smart. If the customer is really wrong, be smart and let him know that others often make the same mistake and that he is just making a mistake that most people are prone to making.

If you perform better than the customer, you are likely to lose an order. Listen to customers with a sincere attitude and make customers feel valued. Of course, except if the customer likes you to talk more.

: Make customers feel special

Some customers always think that they are a very unique person. If the front desk can treat him as a special person, the customer will think that he is a special person. Once you meet a close friend, you are more willing to spend more time with them, and you are more willing to believe in hotel products and sales.

Customers need respect for their personality and need you to give them confidence.

: Pay attention to what customers say and understand what they are thinking

Some customers have clear requirements for the hotel products they want to buy. Pay attention to listen to customers’ requirements and be in line with customers. demand will make sales go more smoothly. On the contrary, if you blindly want to sell hotel products, interrupt customers unreasonably, and chatter in their ears, you will most likely fail.

Focus on customers, listen more and talk less. Never pressure a customer with the same old sales tactics when he or she has no intention of buying. If the customer is really dissatisfied, stop decisively.

: Regarding service, please tell customers and show them

Customers not only hope to receive respectful and enthusiastic service before check-in, but also hope to receive good service after check-in. Holiday greetings, responsiveness to requests, etc. will all give customers a good feeling. If you promise something to a client, never make excuses to delay or not do it.

:Don’t slander your competitors in front of customers

Even if your competitors are bad in one way or another, never slander others in front of customers to promote yourself. This approach Very stupid and often causes customers to have a rebellious mentality. At the same time, don't speak ill of your hotel and complain about the hotel in front of customers. Mu Pinyun?/p>

:Customers are human beings too

Customers also have their own feelings. What he needs is not only money but also emotional integration and care. If you can make subtle discoveries and sincere efforts, the relationship between the customer and you will also change slightly, and you will be more inclined to know each other in terms of communication. , thus facilitating a smooth check-in.