This skill describes the ability to upsell, and provides suggestive selling to guests/customers, based on the knowledge of the organisation’s products and services. It also includes the ability to establish their requirements, and manage guests/customers’ concerns or objections.
By the end of the course, participants will be able to acquire the following learning outcomes:
- Techniques and benefits of upselling and suggestive selling to guests, customers, organisations and staff
- Able to apply appropriate service techniques to encourage guests/customers to experience recommended products and services, in accordance with their requirements
- Able to provide acknowledgement to guests/customers, in accordance with organisational standards
- Adopt service-orientation essential in hospitality
- Adopt pro-active and initiative in guest interactions and discharge of duties
Total Duration – 20 hours:
- Classroom Training – 14 hours
- Assessment – 2 hours
- E-learning – 4 hours
Lecture, discussion, e-learning, online discussions and case studies
Written assessment(s) with learning reflections; and minimum 75% attendance
Upon successful completion of the programme, participants will receive a Statement of Attainment issued by SkillsFuture Singapore (SSG)
- Introduction to Upselling and Suggestive Selling
– Upselling and Suggestive Selling: Defined
– Role of Non-Sales Hotel Staff in Salesmanship
– Impact of Upselling and Suggestive Selling on Guest Satisfaction and Organisation’s Revenue
- Optimising Opportunities for Selling
– Organisation’s Products and Services
– Guests’ Needs and Requirements
– Techniques in Upselling
– Consumer Protection (Fair Trading) Act
– Communication Skills
– Art of Persuasion
- Mindset Shift: Think Strawberries
– Adopting Right Mindset and Attitude
– Developing Confidence and Professionalism
– Recognising Opportunities to Sell
– Think Strawberries Philosophy
- Strategies for Success in Upselling and Suggestive Selling
– Identify Sources of Information on Organisation’s Products and Services
– Read the Guest and Determine Guest’s Needs
– Match Organisation’s Products and Services to Guest’s Needs
– Apply Appropriate Technique in Upselling
– Sell Benefits, Not Features
– Overcome Personal Inhibitions
– Overcome Guest’s Concerns and Objections
– Perform Follow-up Action
– Art of Salesmanship
– Improving Salesmanship
|Apply Upselling and Suggestive Selling Techniques||Singaporean/ Singapore PR||International|
|Full Course Fee
|7% GST on Full Course Fee||$ 25.20||$ 25.20|
|Full Course Fee, incl. GST||$385.20||$385.20|
|Total Nett Course Fee Payable, incl. GST||$ 97.20||N.A.|
|2,3,4Additional Funding if eligible under Mid-Career Enhanced Subsidy (MES)⁴ / Enhanced Training Support for SME2||$ 36.00||N.A.|
|Total Nett Course Fee Payable, incl. GST, after MES⁴/ SME2||$ 61.20||N.A.|
|2,3,5Additional Funding if eligible under Workfare Training Support (WTS)||$ 54.00||N.A.|
|Total Nett Course Fee Payable, incl. GST, after WTS funding||$ 43.20||N.A.|
¹Singaporeans and Singapore PRs who are aged above 21 years old will be eligible for up to 80% SSG funding. Absentee payroll may be claimable as well.
²Companies need to log-in to www.skillsconnect.gov.sg for application of all SSG funding and subsidy.
³All SSG funding and subsidy are subjected to SSG’s prevailing corporate policies and final approval.
Companies and individuals are liable for the full course fee in the event that the SSG funding and subsidy are not approved.
⁴The SkillsFuture MES is for Singaporeans aged 40 years old and above.
⁵WTS Funding is for Singaporeans who are aged 35 years old and above (or 13 years and above for Persons with Disabilities) earning a monthly income of not more than $2,000.