How to Overcome Objections When Upselling | INNsider Tips-065

Welcome to INNsider Tips.

In today’s INNsider Tip, I will talk about How to Overcome Objections When Upselling.

Before I let you go, I wanted to tell you we’ll be taking a short hiatus and this will be our last episode until mid-September.

No. we are not taking a tour of Europe or running away to a secluded tropical island.

We’ve been listening and are going to be revamping Keystone Hospitality Property Development.

While you are hopefully enjoying your summer or for those of you in the southern hemisphere, winter, we’ll be working to make Keystone HPD even better for you.

I’ll send the occasional notes to let you know how things are going and about the relaunching plans. And before you know it, we’ll be back.

Bigger and better than ever.

Thank you for all your past support, and we look forward to being even a more valuable resource for you in the future.

See you soon.

Continue watching, reading or listening, and I'll, and I'll share some other ideas we have seen …
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Episode Transcript

(00:11):
Hey, welcomed insider tips. Intoday's insider tip, I'm going to talk
about how to overcome objections when upselling. But before that, attention all current
and aspiring hotel, resort, in, bed and breakfast, and holiday rental
owners and managers. Are you readyto take your hospitality property business to the

(00:34):
next level? Look no further.The Guide to Owning and Operating a Hospitality
Property Successfully Online course is here tohelp you succeed. This course is packed
with valuable information and insider tips fromindustry experts, covering everything from marketing strategies

(00:55):
and customer service to financial management andstaff training. Whether you are a seasoned
professional or just starting out, thiscourse is perfect for anyone looking to grow
their business and enhance their skills.You will learn how to create a memorable
guest experience and keep your guests comingback for more. What are you waiting
for? Enroll today and start reapingthe benefits of these successful hospitality property business

(01:23):
You need to train for objections.It's important to train your staff to see
and handle different situations. Is theobjection real or just your guest's way of
saying I need more time or information. Here are some situations you or your
employees could come across the guests wouldlike something but not what you offer.

(01:46):
Maybe the timing is wrong. Theyare new to your property and have not
yet built trust. They don't understandthe offer. Staff have to understand whether
a no is a no or justa request for more information. Talk with
your employees about the times they wereupseld and the strategies that were used.
Script out the objections you have receivedfor your particular offers, how they were

(02:10):
handled, and discuss how they couldbe handled better. Too. Great rules
to follow. Never try to sellto an extremely frustrated or angry guest.
Always show compassion and understanding for yourguests perspective. How can you motivate your
employees to upsell? Give incentives,whether it's a small percentage of the sales

(02:34):
to the salesperson or an incentive thatis equitable so that everyone is motivated to
contribute. The incentives don't always haveto be financial. For example, they
could be vouchers, certificates, meals, movie passes, guide and support.
I have stressed many times how importanttraining is and when it comes to upselling.

(02:58):
Don't assume just because you told youremployees to do something that they'll be
able to go out and do itevery time consistently. You have to observe
how your staff are handling the upsellingconversation and give them feedback because it's mutually
beneficial have employees critique and share theirideas with each other. All feedbacks should

(03:20):
be positive. With options what topromote well To do this effectively, the
first thing you have to determine iswhich products or services you wish to promote.
Whenever or whatever you decide to promote, whether it's perceived as value to
your guests, you're wasting your timeand not building any customer loyalty. The

(03:43):
types of options I've seen work roomupgrades, special packages if possible, utilize
outside attractions, special events or inhouse offers champagne, wine, chocolate and
fruit in the rooms, spa orwellness treatments, outdoor excursions and attractions theater.

(04:06):
Do your guest a favor. It'sa wonderful feeling when your guests redbook
because they were made to feel special. If your guests perceived that you're giving
them upsals as a favor, they'remuch more likely to return to a place
where they feel treated right. Beyourself. It doesn't matter whether you're an

(04:30):
introvert or an extrovert. Studies haveshown that the best salesmen are versatile those
who can feel legitimate excitement and enthusiasmfor guests purchases. That's it for today's
tip. If you haven't done soyet, make sure you subscribe, And
if you haven't joined one of ourgroups yet, check them out and join

(04:51):
the best one for you. Youcan subscribe at Keystone hpd dot com slash
in Cider hyphen tips, and tofind your best group option, visit Keystone
hpd dot com slash Private hyphen Groups. Well, that's it for today's tip.

(05:14):
Until next time, have a funday,