Closing the sell for hospitality with airSlate SignNow

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i work a lot with luxury hotels all over the world from new york to singapore india seychelles and of course right here in the uk one of the things that many hotels struggle with is upselling why is it though that we find upselling so incredibly difficult well i suppose there are a number of reasons for it but almost all of them are very easy to overcome now the first thing that we need to do is actually stop thinking of it as selling and instead think of it as enhancing the guest experience and with that mindset shift it becomes an entirely different thing but of course certainly two most common reasons that i come across are embarrassment and the fear feeling pushy you know so many restaurant staff are actually embarrassed to upsell we think it's awkward offering enhancements and suggestions to the guests but you know in all the years that i was a food and beverage manager i find that it wasn't so much a question of offering people side orders drinks or wine when upselling but rather it was very much the fear of rejection the fear of the guest saying no and as humans we have an innate fear of rejection and that's perfectly normal nobody likes to be told no it embarrasses us and of course more than that it makes us feel extremely vulnerable doesn't it but you know the guest doesn't feel any of your embarrassment or your vulnerability that that's all you when when you go out to a fast food restaurant for example like mcdonald's or kfc who by the way are absolutely experts at upselling do you feel embarrassed when the associate behind the counter asks you if you'd like to go large or have extra extra large fries with your order i mean i know i don't and and just by asking that question every single time a customer comes through the door they increase their sales by 40 percent four people in 10 say yes to that simple upsell question so don't feel embarrassed you've actually got nothing to feel embarrassed about and if your guest says no i mean what's the worst that has just happened nothing really you know you just they didn't want what you offered and that's absolutely fine now of course there's also the fear of feeling of or appearing pushy being pushy when you know you continually insist that your guests try something that they just don't want and i do know many managers who make their staff do this and this is a complete non-starter you know it's awkward for everyone it's awkward for the guest it's awkward for the staff member what exactly is being pushy what's the difference between being pushy and enhancing well for example you know being pushy is would you like a side mushrooms with your steak no are you sure you are well you know i i think you should have mushrooms oh you don't like mushrooms okay but you haven't tried our mushrooms so maybe you can try them just this once they're absolutely amazing who knows you might like them no hmm are you sure that's pushy it's hideous it's awkward and it's also embarrassing for for everyone of course the best advice that i can give you to overcome this fear of rejection and the sense of embarrassment is to ask yourself would you be embarrassed or offended if you were the guest sitting at the table and the waiter was asking you the questions that you're asking the guest of course the chances are that you're going to say no you wouldn't you wouldn't feel embarrassed you wouldn't feel put upon you wouldn't feel vulnerable and you wouldn't feel as if the waiter was being pushy would you no i don't think so and you know the more times you try it and the more comfortable you get asking upsell questions to enhance the guest experience the easier it becomes just take that very first step the very step would you like still or sparkling it's as simple as that