Section 6.2—quiz: Relationship Selling

Building better guest relationships does indeed begin with gaining information about guests. By gathering information such as their preferences, needs, and feedback, businesses can personalize their interactions and provide a more tailored experience. This information can also be used to anticipate and meet guests' expectations, leading to increased satisfaction and loyalty. Therefore, the statement is true.

This statement implies that most hotels have the ability to gather and store information about their guests' preferences and needs. This information can be useful for the hotel to personalize the guest's experience, anticipate their needs, and provide better service. Therefore, the statement is true.

Returning guests are not suspicious when hotel staff provide favorite items on their next visit.

Rina is helping her employees become better at relationship selling by providing them with city maps, brochures for major attractions, and fact sheets about local tourist spots. This shows that she wants her employees to have a good knowledge of the area, which will enable them to provide valuable information and recommendations to guests. By knowing the area well, the employees can establish a stronger connection with the guests and enhance their selling skills by promoting local attractions and activities.

Drawing new guests to a hotel is typically harder than retaining current customers because attracting new customers requires marketing efforts, advertising, and promotions to create awareness and interest in the hotel. On the other hand, retaining current customers involves providing excellent service, maintaining customer satisfaction, and building customer loyalty. It is generally more challenging to convince someone to try a new hotel and establish trust compared to keeping existing customers who are already familiar with the hotel's quality and offerings.

An angry guest can be transformed into a loyal one by handling their complaint efficiently and patiently. This means actively listening to their concerns, addressing the issue promptly, and providing a satisfactory resolution. By doing so, the guest feels heard, valued, and respected, which can turn their negative experience into a positive one. This level of customer service can build trust and loyalty, as the guest sees that their concerns are taken seriously and that the establishment is committed to providing a positive experience.

Relationship selling is not about coercing or manipulating someone into buying a product or service. Instead, it focuses on building strong, long-term relationships with customers by understanding their needs and providing personalized solutions. The goal is to create trust and loyalty, rather than using force or manipulation to make a sale.

Providing employees with free tickets to area events may not directly contribute to their knowledge about the property. While this activity could be beneficial for team building or employee morale, it does not specifically focus on increasing their understanding of the property. On the other hand, allowing servers to sample menu items, having front desk agents spend a night at the hotel, and giving all employees a tour of the property are all activities that can enhance their knowledge and familiarity with the property.

The log of guest names in order of arrival can actually help employees learn and use guest names. By keeping a record of the names in the order they arrive, employees can easily refer to the log to address guests by their names. Therefore, the correct answer is not valid.