How can you upsell and cross-sell effectively in hospitality?

Working with a passionate employee who knows our products and services offers numerous benefits. Their deep understanding and enthusiasm not only enhance customer satisfaction but also contribute to a positive work environment. Passionate employees can effectively communicate the value and benefits of our customers, leading to increased sales and customer loyalty. Additionally, their enthusiasm can inspire and motivate other team members through brand values, while providing 5-star customer service. Make sure your staff has a lot of experience and is familiar with the products they are convincing their customers as well.

Upsell & cross sell are initiatives taken by sales professionals to increase revenue per sales transaction. Although not always successful, every effective sales professional must always look out for such opportunities, it's expected from them. To upsell & cross sell you need to: 1. Have a basket of offerings (products or services). Cannot upsell or cross sell if you are selling just one product or one service with no flexibility to upgrade or mix & match. 2. Detail knowledge of your entire basket of offerings - of different models & variants of products or services and their respective features, advantages & benefits. 3. Have courage. Fear of losing the primary sale scares most sales people from trying to upsell or cross sell.

What I have found helpful is that we have to keep our minds open, actively listen and put ourselves in their shoes. Not everyone communicates through words and languages, but ensure yourself to learn how to read body language and also their tone of voice. Sometimes we hear more with our eyes!

To understand customer needs: 1. Ask open ended questions. 2. Ask specific close ended questions linked to your offerings (e.g. "Would you also be interested in using our gym facilities? "Would you like to visit our multi cuisine restaurant?", etc.,etc. 3. Listen to customer without interruption. 4. Listen to understand. 5. Link customer needs with your offerings and educate customer on the details of what you can offer. 6. Don't commit what you can't deliver. 7. Don't 'force sell' - sell the customer what he /she doesn't want.

When customers experience additional benefits in the upgrade (upsell) or mix & match (cross selling), then they are open to upsell or cross sell. Ask product or service specific close ended questions to check customer willingness. E.g. Upsell- "I can give you a nice room for Rs. 5000 overlooking the garden. However, as you are more interested in a sea facing room, would you like me to upgrade you to a sea facing room for a nominal cost of Rs.1000?” E.g. Cross sell - "Your room will come to Rs. 5000. If I have understood correctly, you are also keen in our spa services, so for a nominal cost of only Rs. 2,000, I can include 6 spa sessions for your whole family and you can use any of our spa facilities. Would you be interested?”

In hospitality, efficiency in upselling and cross-selling often lies in your ability to cultivate urgency and scarcity. Harness limited time offers, exclusive packages, and last-minute deals to pique interest. Make your customers aware of their fleeting purchase opportunity and its uniqueness. A night in a deluxe suite, a rare dining experience, or a discounted spa package might not be there tomorrow. By presenting products or services as exclusive or scarce, you’re not only enhancing their perceived value but also propelling your guests to seize the opportunity without delay, thereby boosting your revenue. Remember, in hospitality, effective upselling and cross-selling is an art, which when mastered, can bring ample rewards.

Feedback is a valuable gift that serves as a remarkable tool for self-improvement and facilitates growth opportunities for others. Whether it's within our company or team, receiving feedback—whether validating or developmental—benefits the entire team. It either reinforces our strengths, demonstrating that we're on the right track, or points out areas where we can improve as individuals or as a team. The key lies in maintaining an open body language while receiving feedback from anyone and taking the time to reflect on it, rather than working in isolation.