Section 6.4—quiz: Suggestive Selling And Cross-selling

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Section 6.4—quiz: Suggestive Selling And Cross-selling

Section 6. 4—Quiz: Suggestive Selling and Cross-Selling


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Questions and Answers
  • 1. 
    Which of the following is not a guideline for suggestive selling?
    • A. 

      Avoid asking yes-no questions.

    • B. 

      Suggest in specific terms.

    • C. 

      Invite guests to visit other areas of the property.

    • D. 

      Be enthusiastic, considerate, and aware of how the sale will benefit the guest.

  • 2. 
    • A. 

      “Our soup of the day is a freshly made beef broth with portobello mushrooms and barley.”

    • B. 

      “Our soup of the day is mushroom and barley.”

    • C. 

      “For an additional $3 you could have a salad and soup with your sandwich.”

    • D. 

      “We have some wonderful shopping in the hotel at our Galleria outlet. They’ll be open until 7 p.m.”

  • 3. 
    Where in a hotel can suggestive selling be used?
    • A. 

      Restaurants

    • B. 

      Health clubs

    • C. 

      Sales department

    • D. 

      All of the above

  • 4. 
    Which of the following is NOT an opportunity to cross sell?
    • A. 

      Registration confirmation forms

    • B. 

      Employee contact with guests

    • C. 

      A poster at the front desk

    • D. 

      An occupancy analysis form

  • 5. 
    Cross-selling means using __________ in one area of the property to promote a different area of the property.
    • A. 

      Employees

    • B. 

      Media

    • C. 

      Revenue

    • D. 

      Expenses

  • 6. 
    Why is it important to have knowledgeable employees?
    • A. 

      Employees must know the hotel's products and services in order to suggestively sell or cross sell the property.

    • B. 

      "Would you like me to make your return resevation for you now?"

    • C. 

      "I notice you are staying for a week. Our property has dry cleaning service at a low cost. Our housekeeping staff will pick up any laundry you have and return it by the next morning."

    • D. 

      The front desk agent can recommend the property's restaurant, invite guests to visit the property's facilities, and promote the hotel's features.

    • E. 

      The sales department can suggest alternative nights to clients and monitor competitor's bookings.

  • 7. 
    • A. 

      Employees must know the hotel's products and services in order to suggestively sell or cross sell the property.

    • B. 

      "Would you like me to make your return resevation for you now?"

    • C. 

      "I notice you are staying for a week. Our property has dry cleaning service at a low cost. Our housekeeping staff will pick up any laundry you have and return it by the next morning."

    • D. 

      The front desk agent can recommend the property's restaurant, invite guests to visit the property's facilities, and promote the hotel's features.

    • E. 

      The sales department can suggest alternative nights to clients and monitor competitor's bookings.

  • 8. 
    • A. 

      Employees must know the hotel's products and services in order to suggestively sell or cross sell the property.

    • B. 

      "Would you like me to make your return resevation for you now?"

    • C. 

      "I notice you are staying for a week. Our property has dry cleaning service at a low cost. Our housekeeping staff will pick up any laundry you have and return it by the next morning."

    • D. 

      The front desk agent can recommend the property's restaurant, invite guests to visit the property's facilities, and promote the hotel's features.

    • E. 

      The sales department can suggest alternative nights to clients and monitor competitor's bookings.

  • 9. 
    How can the sales department use suggestive selling?
    • A. 

      Employees must know the hotel's products and services in order to suggestively sell or cross sell the property.

    • B. 

      "Would you like me to make your return resevation for you now?"

    • C. 

      "I notice you are staying for a week. Our property has dry cleaning service at a low cost. Our housekeeping staff will pick up any laundry you have and return it by the next morning."

    • D. 

      The front desk agent can recommend the property's restaurant, invite guests to visit the property's facilities, and promote the hotel's features.

    • E. 

      The sales department can suggest alternative nights to clients and monitor competitor's bookings.