Section 6.4—quiz: Suggestive Selling And Cross-selling

1. Where in a hotel can suggestive selling be used?

Restaurants

Health clubs

Sales department

All of the above

Suggestive selling can be used in all areas of a hotel, including restaurants, health clubs, and the sales department. In restaurants, staff can suggest additional menu items or upsell customers to higher-priced dishes. In health clubs, employees can recommend additional services or products to enhance the guest's experience. In the sales department, suggestive selling can be used to offer additional amenities or upgrades to potential clients. Therefore, all of the given options are appropriate for implementing suggestive selling techniques.

Explanation

Suggestive selling can be used in all areas of a hotel, including restaurants, health clubs, and the sales department. In restaurants, staff can suggest additional menu items or upsell customers to higher-priced dishes. In health clubs, employees can recommend additional services or products to enhance the guest's experience. In the sales department, suggestive selling can be used to offer additional amenities or upgrades to potential clients. Therefore, all of the given options are appropriate for implementing suggestive selling techniques.

2. Why is it important to have knowledgeable employees?

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

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

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

It is important to have knowledgeable employees because they need to be able to effectively promote and sell the hotel's products and services. This includes suggesting additional services, such as making return reservations or offering dry cleaning, to enhance the guest experience. Front desk agents can recommend the hotel's restaurant and facilities, while the sales department can suggest alternative nights and keep track of competitor's bookings. By having a deep understanding of the hotel's offerings, employees can effectively market and sell the property, ultimately leading to increased revenue and guest satisfaction.

Explanation

It is important to have knowledgeable employees because they need to be able to effectively promote and sell the hotel's products and services. This includes suggesting additional services, such as making return reservations or offering dry cleaning, to enhance the guest experience. Front desk agents can recommend the hotel's restaurant and facilities, while the sales department can suggest alternative nights and keep track of competitor's bookings. By having a deep understanding of the hotel's offerings, employees can effectively market and sell the property, ultimately leading to increased revenue and guest satisfaction.

3. Which of the following is NOT an opportunity to cross sell?

Registration confirmation forms

Employee contact with guests

A poster at the front desk

An occupancy analysis form

An occupancy analysis form is not an opportunity to cross-sell because it is a document used to analyze and evaluate the occupancy rates and performance of a hotel. It does not involve direct interaction with guests or provide a platform for promoting additional products or services. Cross-selling typically occurs through channels such as registration confirmation forms, employee contact with guests, and promotional materials like posters, which offer opportunities to suggest or upsell related products or services to customers.

Explanation

An occupancy analysis form is not an opportunity to cross-sell because it is a document used to analyze and evaluate the occupancy rates and performance of a hotel. It does not involve direct interaction with guests or provide a platform for promoting additional products or services. Cross-selling typically occurs through channels such as registration confirmation forms, employee contact with guests, and promotional materials like posters, which offer opportunities to suggest or upsell related products or services to customers.

4. How can a front desk employee cross sell?

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

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

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

The front desk employee can cross sell by recommending the property's restaurant, inviting guests to visit the property's facilities, and promoting the hotel's features. This involves actively suggesting additional services or amenities that the guest may be interested in, such as dining at the hotel's restaurant or exploring the facilities. By doing so, the employee can enhance the guest's experience and potentially increase revenue for the hotel. Additionally, the sales department can also play a role in cross selling by suggesting alternative nights to clients and monitoring competitor's bookings.

Explanation

The front desk employee can cross sell by recommending the property's restaurant, inviting guests to visit the property's facilities, and promoting the hotel's features. This involves actively suggesting additional services or amenities that the guest may be interested in, such as dining at the hotel's restaurant or exploring the facilities. By doing so, the employee can enhance the guest's experience and potentially increase revenue for the hotel. Additionally, the sales department can also play a role in cross selling by suggesting alternative nights to clients and monitoring competitor's bookings.

5. How can the sales department use suggestive selling?

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

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

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

The given answer is correct because it explains how the sales department can use suggestive selling. By suggesting alternative nights to clients, the sales department can offer flexibility and potentially secure a booking. Additionally, by monitoring competitor's bookings, the sales department can stay informed about market trends and adjust their strategies accordingly to stay competitive. This demonstrates the proactive approach of the sales department in maximizing sales opportunities and staying ahead in the market.

Explanation

The given answer is correct because it explains how the sales department can use suggestive selling. By suggesting alternative nights to clients, the sales department can offer flexibility and potentially secure a booking. Additionally, by monitoring competitor's bookings, the sales department can stay informed about market trends and adjust their strategies accordingly to stay competitive. This demonstrates the proactive approach of the sales department in maximizing sales opportunities and staying ahead in the market.

6. 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?

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

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

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

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

The statement "Our soup of the day is a freshly made beef broth with portobello mushrooms and barley" is an example of effective suggestive selling because it provides specific details about the soup, highlighting its freshness and ingredients. By describing the soup in a tempting way, the server is encouraging the customer to consider ordering it.

Explanation

The statement "Our soup of the day is a freshly made beef broth with portobello mushrooms and barley" is an example of effective suggestive selling because it provides specific details about the soup, highlighting its freshness and ingredients. By describing the soup in a tempting way, the server is encouraging the customer to consider ordering it.

7. A sentence that would be an example of cross-selling.

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

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

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

This sentence would be an example of cross-selling because it is offering an additional service (dry cleaning) to the guest based on their length of stay. It is a suggestion to enhance their experience and provide convenience during their stay.

Explanation

This sentence would be an example of cross-selling because it is offering an additional service (dry cleaning) to the guest based on their length of stay. It is a suggestion to enhance their experience and provide convenience during their stay.

8. Which of the following is not a guideline for suggestive selling?

Avoid asking yes-no questions.

Suggest in specific terms.

Invite guests to visit other areas of the property.

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

The correct answer is "Invite guests to visit other areas of the property." This is not a guideline for suggestive selling because it does not involve directly suggesting additional products or services to the guest. The other options, such as avoiding yes-no questions, suggesting in specific terms, and being enthusiastic and considerate, are all guidelines that can help effectively engage in suggestive selling.

Explanation

The correct answer is "Invite guests to visit other areas of the property." This is not a guideline for suggestive selling because it does not involve directly suggesting additional products or services to the guest. The other options, such as avoiding yes-no questions, suggesting in specific terms, and being enthusiastic and considerate, are all guidelines that can help effectively engage in suggestive selling.

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

Employees

Media

Revenue

Expenses

Cross-selling means using media in one area of the property to promote a different area of the property. This involves leveraging various forms of media such as advertisements, social media, and promotional campaigns to market and promote different aspects or offerings within the same property. By utilizing media channels effectively, businesses can increase awareness, attract more customers, and drive revenue by encouraging customers to explore different areas or services within the property.

Explanation

Cross-selling means using media in one area of the property to promote a different area of the property. This involves leveraging various forms of media such as advertisements, social media, and promotional campaigns to market and promote different aspects or offerings within the same property. By utilizing media channels effectively, businesses can increase awareness, attract more customers, and drive revenue by encouraging customers to explore different areas or services within the property.