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Front Office- The Sandwich method
Front Office: the sandwich method
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Slide 1:
Slide
Frontoffice
MBO
Studiejaar 1,2
This lesson contains
44 slides
, with
interactive quizzes
and
text slides
.
Lesson duration is:
60 min
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Items in this lesson
Front Office: the sandwich method
Slide 1 - Slide
lesson aims
by the end of today's lesson you know:
the difference between upselling and cross-selling
how to give directions with the help of a citymap
Slide 2 - Slide
recap last lesson(s)
how to deal with complaints
the basic structure of a conversation with a guest
Slide 3 - Slide
what do you need to do when dealing with a complaint?
Slide 4 - Mind map
Now, let's move on to .....
Slide 5 - Slide
What is the most important element in every company?
Tip: 1 word, 5 letters
Slide 6 - Open question
You work at the front desk. How can you make money for the company?
Slide 7 - Open question
Upselling and cross-selling
Slide 8 - Slide
Upselling
Bigger
Better
More luxurious
More expensive
Slide 9 - Slide
Standard Room
Suite
Slide 10 - Slide
Bike
Electrical Bike
Slide 11 - Slide
Breakfast
Deluxe Breakfast
Slide 12 - Slide
Give another example of upselling
Slide 13 - Mind map
Upselling
Guest has already bought/rented something from you
f.i. Standard Room
You convince the guest to go for a
more expensive
option.
f.i. Suite
Slide 14 - Slide
Cross-selling
More
More
More
More expensive
Slide 15 - Slide
Room
Room and Breakfast
Slide 16 - Slide
Bike
Bike + Bike map
Slide 17 - Slide
Dinner
Dinner + Wine arrangement
Slide 18 - Slide
give another example of cross-selling
Slide 19 - Mind map
Cross-selling
Guest has already bought/rented something with you
f.i. Room
You convince the guest to buy/rent something
extra
f.i. Breakfast
Slide 20 - Slide
Recap
Slide 21 - Slide
Sandwich-method
A succesfull method for up-selling/cross-selling!
sellingpoint/ advantage
Price
Selling point/advantage
Closure
Slide 22 - Slide
1 - Opening
What did the guest book?
Your offer?
I see that you have booked a
standard bungalow
.
I can see that there is also a very nice
deluxe bungalow available.
Slide 23 - Slide
2 - Selling Point + advantage
What is the selling point of that bungalow?
Why is that interesting for the guest?
The deluxe bungalow has a spacious bathroom with bath
so you can relax after a long day of working /shopping/day tripping etc
Slide 24 - Slide
3 - Price
How much does it cost?
This bungalow is
only
ā¬ 50
extra,
but then you have......
Slide 25 - Slide
4 - Selling point + advantage
What has the bungalow to offer?
Why is that important to the guest?
...also a
fireplace
so you can
enjoy a nice drink sitting in front of a warm fire in the privacy of your own bungalow
.
Slide 26 - Slide
5 - Closure
Make the guest think/decide/take action
Can you imagine?
Would you like me to show you the deluxe bungalow
?
How do you feel about that?
Slide 27 - Slide
Upselling
I see that you have booked a continental breakfast, we also offer full English breakfast.
With the full English breakfast we offer a selection of exclusive options for you to combine into the ultimate breakfast experience.
This luxury breakfast is available for only ā¬ 10 extra
This also includes a luxurious glass of champagne to compliment your breakfast.
Can you imagine?
2 - sellingpoint/advantage
3 - Price
4 - sellingpoint/advantage
5 - closure
1 - Opening
Slide 28 - Slide
Cross-selling
I see that you have made a reservation for a bike. We can also offer you a citymap with biking- routes.
This exclusive map consists of 15 biking- routes. It is an excellent opportunity for you to discover the city by bike.
It only costs ā¬ 5
In additio to the map you also receive a discount card to enjoy a coffeebreak at several locations throughout the city..
Would you like me to show you our location on the map?
2 - Sellingpoint/advantage
3 - Price
4 - sellingpoint/advantage
5 - closure
1 - Opening
Slide 29 - Slide
Focus points
Know your product
what are the
benefits
of your product?
It's about the guest, NOT the money
Practice makes perfect
Slide 30 - Slide
Assignment:
What
: practice Sandwich methode: upselling/cross-selling
How
: In duos
Help
: internet & partner
Time
: 5 to 10 minutes
Result:
know how to use sandwich method
Ready:
change roles/topic
Slide 31 - Slide
Giving directions
Slide 32 - Slide
Asking for directions
Instruction
Asking for directions in English
Excuse me,
where is the...?
where is _____ located?
is there a ______ near here?
how do I get to...?
What's the way to...?
Slide 33 - Slide
Asking for directions
Instruction
Giving directions in English #1
straight / past / along / up / through / over / down / back
Go
turn
left
/ right / back
Go straight on Main Street
Take a shortcut to the school going through the park.
Turn left at the supermarket.
If you get to the bridge, you went too far, you'll have to turn back.
Slide 34 - Slide
Asking for directions
Instruction
Giving directions in English #2
There's a nice park behind the parking lot.
around the corner
The museum is just around the corner.
between
You can find the coffee shop between the office building and the movie theater.
behind
Slide 35 - Slide
Hoe zeg je in het Engels dat je naar rechts moet gaan?
A
Go straight
B
turn left
C
turn right
D
go through
Slide 36 - Quiz
Hoe vraag je in het Engels beleefd de weg?
A
Where is the library?
B
Where is the supermarket located?
C
Excuse me, What is near here?
D
Excuse me, how do I get to theater?
Slide 37 - Quiz
Klik hier
A
B
C
D
Slide 38 - Drag question
PRACTICE 1
Write down the directions from the hospital to the factory.
Slide 39 - Open question
Giving directions:
What
:give directions with a map
How
: in duos
( role a: gives directions/role b: traces the directions on the map)
Help:
scaffolding phrases on the digiboard).
Time:
5-10 minutes
Result:
make sure your guest does not get lost!
Ready:
change roles
Slide 40 - Slide
lesson aims
by the end of today's lesson you know:
the difference between upselling and cross-selling
how to give directions with the help of a citymap
Slide 41 - Slide
exit ticket:
Name one thing you've learned today...
Slide 42 - Open question
This lesson was:
š
š
š
š
š
Slide 43 - Poll
Next class: 13th May
Slide 44 - Slide
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