1. UP-SELLING SKILLS餐饮增销技巧Evan-GinBOTANICA TRAINING SYSTEM
Up-selling Skills本资料选自国内最具含金量,最全面的《人力资源顶级方法与实操大全-2010最新经典版》
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2. 课程内容What will your know in this training?Evan-GinWhat’s the target?
我们的目标是什么?
Why you need to establish good relations with guest?
了解与客人建立良好关系的重要性
Why will you recommend? What will you recommend? How to recommend?
了解为什么要向客人推荐?推荐什么?如何推荐?
What is good chance?
推荐食品或饮料的重要时机?BOTANICA TRAINING SYSTEM
Up-selling Skills
3. 目标 ObjectiveEvan-GinBOTANICA TRAINING SYSTEM
Up-selling SkillsBring up F&B revenue
提高餐饮的额外收入
Improve Guest Satisfaction Index
提高客人的满意度
Improve Associate Satisfaction Index
提高员工工作满意度.
4. 与客人建立良好关系的重要性Establish good relations with guest very important为什么要建立良好关系?
Why you need to establish good relations with guest?
Evan-GinBOTANICA TRAINING SYSTEM
Up-selling Skills
客人从他们喜欢的人那里买东西
客人从他们信任的人那里买东西
5. 如何与客人建立良好关系 How to establish good relations with guest?微笑Smile
眼神交流 Eye Contact
肢体语言 Body Language
问候 Greeting
宜人的语气 Pleasant Tone
介绍自己 Introduce yourself
称呼名字 Use Guest Name
适当的恭维 Proper Compliment
Evan-GinBOTANICA TRAINING SYSTEM
Up-selling Skills
6. 与客人建立良好关系的时机What is right time? Right Time
When guest friendliness
客人友善的时候
When guest are happy to communicate with you
客人乐意与您沟通
Wrong Time
When guest hostility
客人不友善
Guest unhappy
客人心情不好
Disturb guest
打搅客人 (交谈、打电话)
Evan-GinBOTANICA TRAINING SYSTEM
Up-selling Skills
7. Why we need to recommend?
为什么要向客人推荐?
What we need to recommend?
推荐什么?
How to recommend?
如何推荐?推荐RecommendEvan-GinBOTANICA TRAINING SYSTEM
Up-selling Skills
8. 为什么要向客人推荐? Why we need to recommend?Guests can’t understand menu or drink list
客人不会、不想看、不懂看菜单或酒水单
So many choice, can not decide
选择太多,拿不定主意
Save time
节省点菜的时间
We are professional
体现我们的专业形象
Good connection
与客人建立更好的关系
Up-sell, more revenue lessen coast
增加销售,减少费用(高价格、低成本)Evan-GinBOTANICA TRAINING SYSTEM
Up-selling Skills
9. 向客人推荐什么 What we need to recommend? 平均消费种类BeverageSoupsMain CourseAppetizer单项Evan-GinBOTANICA TRAINING SYSTEM
Up-selling Skills
10. 推荐单项
推荐的单项越多,平均消费就越高
客人拒绝您推荐的单项,您还可以推荐另一个单项;如果您推荐的是种类,若客人拒绝了您,那这个种类的任何一个单项你都无法推荐了推荐额外菜品
除了主食之外的所有食品和所有的饮料
根据餐厅营业数据分析得来的目标增销菜品或饮料
Evan-GinBOTANICA TRAINING SYSTEM
Up-selling Skills向客人推荐什么 What we need to recommend?
11. 向客人推荐什么 What we need to recommend? Evan-GinBOTANICA TRAINING SYSTEM
Up-selling SkillsCokeCaesar SaladA glass of monthly wineTsing Tao beerFresh Orange JuiceSingle EspressoFor example:
12. 如何推荐?
How to recommend?
您需要喝点什么吗?What would you like to drink?
2. 您应该来一杯红葡萄酒配您的牛扒会更好的!
You want to order a glass of wine with your steak, that will be better!
3. 我可以向您推荐一杯诺顿红葡萄酒来搭配您的牛扒吗, 这款是我们的月酒有特价?
May I recommend a glass of Norton red wine for you, it’s monthly recommendation, you will get special price?
4. 您要不要试试来一杯红葡萄酒配您的牛扒呢?
Would you like a glass of wine with your steak?
当客人否定回答时,没有机会再推荐任何的饮料带有强制性的语气,只适合于很熟悉的客人客人否定时,可以接着介绍其它红酒或饮料对产品的信心不够,容易得到客人否定的回答Evan-GinBOTANICA TRAINING SYSTEM
Up-selling Skills
13. 销售时要注意自己的措辞
Expression is very important尽量不使用以下句形
您看......可以吗? How about … ?
您需要来一点......吗? Would you like … ?
您喜欢吃点什么呢? What would you like?应该使用以下句形
我认为......挺好的,您不凡试试看
Trust me, … taste very good, you like to try?
我可以向您推荐......吗?相信您一定会喜欢
May I recommend … for you? I think you will like it.
我们的客人对这道菜的评价很高......
This dish is very popular
把客人点单的责任变成是我们的责任,让客人觉得你是在帮助他一起点菜,而不是在听他点菜
Evan-GinBOTANICA TRAINING SYSTEM
Up-selling Skills
14. 介绍各类菜品的时机
What is good chance?
客人刚入座时、递送菜单时
May I order a glass of F.O.J for you, sir?
点完菜之后
May I recommend a glass of Norton red wine for you, it’s monthly recommendation, you will get special price?
用餐将结束时、客人用甜品时
May I order a cup of coffee for you, sir?
杯子剩余1/3时
May I order one more beer for you, madam?DrinksEvan-GinBOTANICA TRAINING SYSTEM
Up-selling Skills
15. 介绍各类菜品的时机
What is good chance?
刚刚递送菜单时
What would you like to star, Tea Smoke Salmon is very popular, would you like to try, sir?
点完菜主菜后
May I serve you a salad (or soup) while you are waiting for your main course?Appetizer & SoupEvan-GinBOTANICA TRAINING SYSTEM
Up-selling Skills
16.
点完菜之后、用完主菜清理桌面时
May I recommend Tiramisu for you, madam?
客人吃甜品时
May I order a cup of coffee for your dessert, sir?Dessert & CoffeeEvan-GinBOTANICA TRAINING SYSTEM
Up-selling Skills介绍各类菜品的时机
What is good chance?
17. 有助于销售的词句
Words for Up-selling可口 Delicious好吃 Tasty鲜美 Fresh多汁 Juicy松嫩 Tender酥脆 Crispy辛辣 Spicy温和(不辣)Mild香浓 Rich/Creamy传统 Traditional清淡 Light提神 Refreshing芳香 Fragrant滋补 Nutritious受欢迎 Popular时令 In SeasonChef’s Recommendation获奖 Award-WinningEvan-GinBOTANICA TRAINING SYSTEM
Up-selling Skills
18. REVIEWTarget
Revenue
GSI
ASI
Establish good relations with guest
Why
How
What is right time?
Recommend
Why
What
How
What is good chance
Chance for drinks
Chance for Appetizer and Soup
Chance for dessert and coffee
Words for Up-sellingEvan-GinBOTANICA TRAINING SYSTEM
Up-selling Skills
19. Merry ChristmasEvan-GinBOTANICA TRAINING SYSTEM
Up-selling Skills12th-December