up-selling餐饮增销技巧.ppt

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,UP-SELLING SKILLS,餐饮增销技巧,Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,课程内容,What will your know in this training?,Evan-Gin,Whats the target?,我们的目标是什么,?,Why you need to establish good,relation,s with guest?,了解与客人建立良好关系的重要性,Why will you recommend?What will you recommend?How to recommend?,了解为什么要向客人推荐,?,推荐什么,?,如何推荐,?,What is good chance?,推荐食品或饮料的重要时机,?,BOTANICA TRAINING SYSTEM,Up-selling Skills,目标,Objective,Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,Bring up F&B revenue,提高餐饮的额外收入,Improve,G,uest,S,atisfaction,I,ndex,提高客人的满意度,Improve,A,ssociate,S,atisfaction,I,ndex,提高员工工作满意度,.,与客人建立良好关系的重要性,Establish good,relation,s with guest very important,为什么要建立良好关系？,Why you need to establish good,relation,s with guest?,Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,客人从他们,喜欢,的人那里买东西,客人从他们,信任,的人那里买东西,如何与客人建立良好关系,How to establish good,relation,s with guest?,微笑,Smile,眼神交流,Eye Contact,肢体语言,Body Language,问候,Greeting,宜人的语气,Pleasant Tone,介绍自己,Introduce yourself,称呼名字,Use Guest Name,适当的恭维,P,ro,p,er,Compliment,Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,与客人建立良好关系的时机,What is right time?,Right Time,When guest friendliness,客人友善的时候,When guest are happy to communicate with you,客人乐意与您沟通,Wrong Time,When guest hostility,客人不友善,Guest unhappy,客人心情不好,Disturb guest,打搅客人,(,交谈、打电话,),Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,Why,we need to recommend?,为什么要向客人推荐,?,What,we need to recommend?,推荐什么,?,How,to recommend?,如何推荐,?,推荐,Recommend,Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,为什么要向客人推荐,?,Why we need to recommend?,Guests cant understand menu or drink list,客人不会、不想看、不懂看菜单或酒水单,So many choice,can not decide,选择太多，拿不定主意,Save time,节省点菜的时间,We are professional,体现我们的专业形象,Good connection,与客人建立更好的关系,Up-sell,more revenue lessen coast,增加销售，减少费用（高价格、低成本）,Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,向客人推荐什么,What we need to recommend?,平均消费,种类,Beverage,Soups,Main Course,Appetizer,单项,Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,推荐单项,推荐的单项越多，平均消费就越高,客人拒绝您推荐的单项，您还可以推荐另一个单项；如果您推荐的是种类，若客人拒绝了您，那这个种类的任何一个单项你都无法推荐了,推荐额外菜品,除了主食之外的所有食品和所有的饮料,根据餐厅营业数据分析得来的目标增销菜品或饮料,Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,向客人推荐什么,What we need to recommend?,向客人推荐什么,What we need to recommend?,Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,Coke,Caesar Salad,A glass of monthly wine,Tsing,Tao beer,Fresh Orange Juice,Single Espresso,For example:,如何推荐？,How,to recommend?,您需要喝点什么吗？,What would you like to drink?,2.,您应该来一杯红葡萄酒配您的牛扒会更好的！,You want to order a glass of wine with your steak,that will be better!,3.,我可以向您推荐一杯诺顿红葡萄酒来搭配您的牛扒吗,这款是我们的月酒有特价？,May I recommend a glass of Norton red wine for you,its monthly recommendation,you will get special price?,4.,您要不要试试来一杯红葡萄酒配您的牛扒呢？,Would you like a glass of wine with your steak?,当客人否定回答时，没有机会再推荐任何的饮料,带有强制性的语气，只适合于很熟悉的客人,客人否定时，可以接着介绍其它红酒或饮料,对产品的信心不够，容易得到客人否定的回答,Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,销售时要注意自己的措辞,Expression is very important,尽量不使用以下句形,您看,.,可以吗？,How about?,您需要来一点吗？,Would you like?,您喜欢吃点什么呢？,What would you like?,应该使用以下句形,我认为,.,挺好的，您不凡试试看,Trust me,taste very good,you like to try?,我可以向您推荐,.,吗？相信您一定会喜欢,May I recommend for you?I think you will like it.,我们的客人对这道菜的评价很高,.,This dish is very popular,把客人点单的责任变成是我们的责任，让客人觉得你是在帮助他一起点菜，而不是在听他点菜,Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,介绍各类菜品的时机,What is good chance?,客人刚入座时、递送菜单时,May I order a glass of F.O.J for you,sir?,点完菜之后,May I recommend a glass of Norton red wine for you,its monthly recommendation,you will get special price?,用餐将结束时、客人用甜品时,May I order a cup of coffee for you,sir?,杯子剩余,1/3,时,May I order one more beer for you,madam?,Drinks,Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,介绍各类菜品的时机,What is good chance?,刚刚递送菜单时,What would you like to star,Tea Smoke Salmon is very popular,would you like to try,sir?,点完菜主菜后,May I serve you a salad(or soup)while you are waiting for your main course?,Appetizer&Soup,Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,点完菜之后、用完主菜清理桌面时,May I recommend Tiramisu for you,madam?,客人吃甜品时,May I order a cup of coffee for your dessert,sir?,Dessert&Coffee,Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,介绍各类菜品的时机,What is good chance?,有助于销售的词句,Words for Up-selling,可口,Delicious,好吃,Tasty,鲜美,Fresh,多汁,Juicy,松嫩,Tender,酥脆,Crispy,辛辣,Spicy,温和（不辣）,Mild,香浓,Rich/Creamy,传统,Traditional,清淡,Light,提神,Refreshing,芳香,Fragrant,滋补,Nutritious,受欢迎,Popular,时令,In Season,Chefs Recommendation,获奖,Award-Winning,Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,REVIEW,Target,Revenue,GSI,ASI,Establish good,relation,s with guest,Why,How,What is right time?,Recommend,Why,What,How,What is good chance,Chance for drinks,Chance for Appetizer and Soup,Chance for dessert and coffee,Words for Up-selling,Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,Merry Christmas,Evan-Gin,BOTANICA TRAINING SYSTEM,Up-selling Skills,12,th,-December,