Upselling made easy

My husband and I went for a long weekend last week. When we checked into our hotel our receptionist asked if we had a car in the car park. Would we like the car parking fee added to our bill? “Yes, please” came our reply. “I can upgrade you to a superior room for just £15, and we’ll cover the cost of your parking in the price. Would you like to upgrade? I’ve a lovely room I can give you at the front.” And before we knew it we’d been upgraded. This was a simple example of upselling made easy.

But for this to happen a number of things had to be in place:

  • Setting the rates to make it a tempting offer
  • Training staff to make the suggestion
  • Staff knowledge of the rooms (how else would she be able to describe the room to us?)
  • Giving staff the authority

The result? A win-win.

 

Caroline Cooper

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