Training Steps

培训步骤

Show “ W.I.F.M” (Objectives)

显示课程目的

Prologue: As a Reservations Sales Agent, we will answer the telephone everyday.

开场白： 作为一名预订部销售文员我们每天都要接听电话…

So the objectives of this session is: …(Refer to Objectives of this TAO)

今天这堂课的目的是：（参考标准与程序〕

The course should be divided into six parts:

这节课会分为六个部分来讲解：

1. Skills of Upselling

      促销技巧

2. Improving caller satisfaction

       提高客人满意程度

3. Elements of selling

       销售元素

4. Adding Value to the Transaction

       附加价值

5. Classic Closes sensory reassurance testimonial

        建议使用的结束语

6. Difference between business and leisure traveler

      商务客人与休闲客人的区别

What kind of way we can use when we upsell?

我们可以用什么样的方式促销房间？

Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question on each step.

将所有程序的主要内容事先写在准备好的白板纸上，逐步作以讲解，在讲解过程中要不时请学员发表建议并提问。

Ask participant to be a guest. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.

请参与者为客人，给其讲解步骤，作展示之后，回顾白板纸上的内容，并讨论每一个步骤。

Each trainee practices first as guest, then as Reservation Sales Agent.

每一个学员先作客人，后作预订部销售文员.

Case Example 案例：

• Guest is a high position person of a company, when he makes reservation you find he is potential to upsell to executive floor.

       客人是某一公司的高级职员你发现你很有可能

       将房间卖到豪华楼层。

• Guest makes reservations, you find guest want book a big room can making interview in the room, so you upsell to superior room.

       客人预订房间并想在房间内作面试，你很有

       可能促销房间至豪华套房。

According the procedure.

按照程序。

Review Key Points:

回顾要点：

1. Ask questions and have participant explain the standard and its importance.

       提问并请参与者解释标准及其重要性

2. Summarize critique points applicable to entire group

       总结评估过程中对整组有用的要点

3. Reinforce and discuss the point:

       加强并讨论以下要点：

• Skills of Upselling

       促销技巧

• Improving caller satisfaction

       提高客人满意程度

• Elements of selling

      销售元素

• Adding Value to the Transaction

       附加价值

• Classic Closes sensory reassurance testimonial

      建议使用的结束语

• Difference between business and leisure traveler

      商务客人与休闲客人的区别