What are the hotel’s tips for answering customer calls?

What hotels sell is also a product, but this product appears in a comprehensive form. It is not simply displayed in a physical form. It is a combination of tangible devices and intangible services. Products, it is precisely because of the characteristics of the hotel industry that determines the difference between hotel sales and other products. In this special sales process, employees have frequent and close contact with customers. The behavior, service attitude and skills of employees have a direct impact on sales activities. Then, come with me to have a look. I hope you will be satisfied, thank you.

Eight tips for hotels to answer customer calls:

Tips for hotels to answer customer calls 1. Answer calls quickly

Incoming calls from outside the hotel should be answered before the phone rings. After the second tone, the telephone operator must immediately pick up the phone to answer the call and ensure that the customer's call is transferred to the relevant department absolutely correctly. The salesperson must also answer the phone immediately after the second ring. In the hotel sales department, any behavior that intentionally hangs up the phone and does not answer the phone during working hours or that no one in the office answers the phone must be strictly prohibited.

Tips for hotels to answer customer calls 2. State your identity

The first sentence you say when you pick up the phone should be: "Hello!" Then you must identify yourself. There are three situations: the operator must state the name of the hotel; the secretary or salesperson must state the name of the department; and the supervisor or manager must state his or her own name. Then when the salesperson talks with the customer, he promptly introduces himself: name and position. Taking the initiative to identify yourself is the first step to successful sales. When the customer answers the phone, in order to confirm that this is the department he is looking for, he is likely to ask: "Is this the sales department?" Your answer cannot be as simple as "yes", the correct answer is: " Yes, sir, this is the sales department of XX hotel. I am the sales representative of the sales department. How can I help you?" Of course, you must remember the guest's name and use it frequently during the call. His surname is respectful to him.

Tips for answering customer calls in hotels 3. Pleasant tone

A basic feature of telephone sales is that the salesperson and the customer do not see each other. No matter how rich your facial expressions are and how beautiful your face is, No matter how beautiful your clothes are, it has almost no impact on your sales success or failure. The only thing that matters in a sales call is the tone, intonation and words you use. An excellent salesperson must have a calm tone, a relaxed tone, and appropriate wording to give customers a pleasant feeling, so that customers listening to the phone can quickly be infected by your ease and ease and happily enter the conversation state.

Hotel Tips for Answering Customer Calls 4. Outline

In the first few minutes with the guest, try to let the other party talk as much as possible, clarify all the guest's requirements, and accurately understand the guest's meaning. , master as much information as possible about the guests. Don't be afraid that the salesperson will interrupt the guest when he says he wants 5 rooms and say, "Okay, what kind of room do you want?" Listen attentively, get to the heart of the question, stay polite, and answer concisely and accurately.

Tips for hotels to answer customer calls 5. Know how to measure

The first call from a guest is often to make some basic inquiries to understand the corresponding facilities and prices of your hotel. You will also make some comparisons with your competitors to decide. Sales staff should provide comprehensive and detailed answers based on the customers' concerns, and be sure to use moderation and restraint; avoid aggressive buying and selling on the first phone call, and make sure the customer gives you a positive answer. Show that you have his interests at heart and let him feel that even choosing your hotel will meet his needs. It is the right choice for him to make, not the result of you as a salesman.

Tips for answering customer calls in hotels 6. Take good notes

The hotel salesperson must have paper and pen by the phone at all times to develop good phone note-taking habits. Key points to record: the other party’s name, position, company name, phone number, time and date of the call, the content of the inquiry *** time, number of people, required services, special requirements, etc. ***, key points of your reply, such as a certain quotation, promise Things to answer later, time to invite visitors, etc. Then completely copy the phone records into the "Sales Classification Registration Card" for tracking and implementation.

Tips for answering customer calls in hotels 7. "Please wait a moment"

In hotel phone sales, this sentence should be used as little or as little as possible.

The reason for this situation is simply that the salesperson is not familiar enough with the hotel matters that the guest is inquiring about or there are other things that interfere with the phone call that the salesperson is answering and distract him. For the former, the salesperson must practice basic skills hard in daily life. He must be familiar with any sales-related matters in the hotel and be able to understand them and use them flexibly. For the latter, this requires the spirit of mutual help among the sales staff, and other colleagues should immediately come to the rescue to assist. Even if you have to ask the guests to wait for a while, you must really do it "a little while" and avoid keeping the guests waiting for a long time. Philip E. Mahfood, a famous American management consultant, once said: "One of the most annoying things for people on the phone is to wait with a silent phone."

Hotel answering customer phone tips 8. Terminate the call

When the guest has asked all the questions and you have given detailed answers, the call between the two parties will end. At this time, the salesperson should not say: "If there is nothing else, then so be it." This will urge the customer to end the conversation and show your impatience. Try to show your concern to the guests as much as possible, "Mr. ×, do you need any other services besides this?" "Mr. I will send you a written confirmation by fax. "If the guest really has no other requirements, he will take the initiative to end the conversation. At this time, after the salesperson confirms that the guest has finished speaking, he must say: "Thank you for your call! Goodbye!"

Pay attention to details when answering customer calls:

1. The tone of the questions should be gentle and affirmative

Generally speaking, if the tone of the salesperson's questions is different, the customer's reaction will be different and the answers he will get will be different. For example, "Madam, your bargaining price is so harsh, can we accept it?" "Ms., your bargaining price is far beyond our estimate. Is there room for negotiation?" Although these two sentences are questions, But the tone is quite different. The former seems to be challenging, and it seems to be telling the customer:

"If you bargain too hard, we will have nothing to talk about." The latter can make the atmosphere of the conversation much lighter. It can be seen that the tone of the question will directly affect the customer's attitude. Usually, when interacting with people, you will find that talking with people in a positive tone will make others feel trustworthy and approachable. On the contrary, talking to people in a negative tone will leave an impression of alienation and doubt on others. Therefore, sales staff should use a positive tone when talking to customers during the sales process, so as to make customers more interested in the products you sell. Don't ask: "I'm wondering if you still have enough shampoo?" "Can I interest you in changing the layout and decor of your office?" Questions like these should not be asked of clients. You can learn from some good beginnings, such as, "Do you want to..." "Would you like to..." "Have you..." "Have you..." and so on. In short, when you start selling, you should focus on the issues that the customer is interested in.

2. Don’t ask questions without asking questions

Salespeople must remember: Questions to customers must be to the point and don’t ask questions without asking questions. That is to say, everything you say and do in the process of communicating with customers must be closely centered around specific goals. When you ask questions to customers, you must also be purposeful. Never stray away from the most fundamental sales goals without aim.

When selling products to customers, you must ask them questions with a purpose, otherwise, blind questions are meaningless. For example, a priest asked an old man: "Can I smoke while praying?" Naturally, his request was firmly rejected. Another priest asked the same old man, "Can I pray while smoking?" He was allowed. The latter pastor's willingness to ask questions is the same as the former pastor's willingness to ask questions. Why was the former pastor rejected, but the latter pastor was allowed? Because the former pastor did not think about the purpose of his question, and the latter pastor He was very clear about the purpose of his questions, so he paid great attention to the wording. When the wording changed, the results also changed.

3. Don’t put forward “ultimatums” to customers

During the sales process, some salespeople often ask questions to customers on the phone, such as, “What are you doing? "Buy or not?" "You haven't made a purchase decision yet?" "Can we reach an agreement today?" "Do you accept my sales proposal?" "Will you buy this product?" These are similar to issuing "ultimatums" "Questions often make customers very disgusted.

From another perspective, this kind of questioning also violates one of the rules of sales psychology, which is to avoid asking questions that are prone to objections. Asking customers for their opinions in the form of an "ultimatum" will only lead to a negative response. For example, "Let's talk about it again, do you want this product?" Such a question can only arouse customer resentment, and get a negative answer: "No! No! I don't want to talk about this now!"

< p>Therefore, in order to get rid of the pressure from the salesperson's side, the customer will ruthlessly reject the salesperson's suggestions. Therefore, when inducing customers to purchase products, salespeople must not ask "ultimatum" commanding questions.