Section 6.4—quiz: Suggestive Selling And Cross-selling
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Section 6. 4—Quiz: Suggestive Selling and Cross-Selling
- 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.Kristine is a luncheon server at the Bread Basket restaurant in a downtown hotel. Which of the following statements/questions by her is an example of effective suggestive selling?
- 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 sentence that would be an example of cross-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.
- 8.How can a front desk employee cross sell?
- 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.
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