BSBCMM401A

ByKunnutchaKetkaew

Student Code C62101

WelcomeTo

Kunnutcha Resort and Spa

EFFECTIVE COMMUNICATION WITH CLIENTS

1. Personal & customized service to the clients specific needs

2. Friendly and enthusiastic nature

3. Prompt, accurate and helpful service

4. Aim to make a long-term relationship with the client

5. Actively seek new clients to add to your file

6. Develop a strong and intimate knowledge of your product

7. Display a passion for a company and its values

BODY LANGUAGE

More-so than words can be the difference in your client being engaged, interested and trusting in you.

Don’t position yourself higher than the client (looking down).

Take note of their posture and almost mimic them

Don’t fold your arms (defensive), hands in pockets (not professional) or point at them (aggressive).

Convey a sense of warmth and hospitality

Eliminate any bad habits or distracting mannerisms

VOICE

A key element so take careful note of its effectiveness, and consider key aspects such as:

Clarity

Pitch and tone

Variety and vitality

Projection

Confidence

EYE CONTACT

Maintain eye contact with your audience

Move your eye contact amongst everybody in the audience

Everyone should feel that you are speaking to them

‘sweep the room’

Gauge the impressions on everyone’s face

FACIAL EXPRESSIONS

A warm welcoming facial expression is very important so try to smile and look happy and relaxed and enjoying presenting

POSTURE

Good posture helps convey that you are confidant, knowledgeable and powerful

Be alert, confident, fresh and happy to be there

Upright, shoulder back, chest out, belly in, feet slightly apart

Relaxed and in a similar state to the rest of the audience

DRESS

Don’t let your dress let you down

Dress as smart as the best dressed person in the audience

If audience members are wearing suits and ties, then you should wear suit and tie

If the audience is dressed casually then it is ok to dress less formal

But should at least always be in a neat and professional attire.

NEGOTIATION

The basic principles are the same Just remember that even the most

skilled and experienced negotiators will feel discomfort when negotiating

The only difference is a skilled negotiator has learned to recognize, and suppress the outward signs of these feelings.

NEGOTIATION

Learn how to read people’s emotional states

Understand the sensitive areas of their egos

Learn how to counsel them Help them without becoming

aggressive or overbearing Sometimes you need to re-set their

sights when they’re wishes prove too unrealistic

GATHER INFORMATION

The person with the most information does better

Learn as much about the clients situation. Ask questions about their purchase & learn what is important to them.

Ask questions such as: What brought you to consider this purchase? Who else have you been speaking to? What was your experience with…? What time frames are you working with? What is most important to you about this?

COMPETITORS

Learn as much about your competitors as possible. This will help to understand what is the best price you can get and prevent someone using competitors to negotiate against you

NEGOTIATION

Research the likely best price this client can afford

Decide on your breakpoint (the lowest amount/cheapest price you will accept in the deal, the "worst-case scenario”

Open high - Open at your maximum sustainable position – without making a first price that puts the buyer off

Plan how you will move in your proposals.

NEGOTIATION

Offer extras. What else can you sell that is of low value to you, and high value to them?

Offer discount if the can pay up front/deposit

Offer a better price if a larger volume purchase – longer/more rooms

Sometimes you just have to walk away. There is always someone else to sell to and you dot want to make a loss or give the impression that the bungalows are worth less than they are

SELLING SUMMARY

Show enthusiasm for the product

Understand the buyer's motivations

Explain the product clearly

Close the sale

Improve sales of the product

Troubleshoot poor product sales

HOW TO SELL A BUNGALOW

Selling a product or service isn't as complicated as it's made out to be. At its most basic, a sales program is defined principally by

1. What do you want to sell ?

2. Who do you want sell to ?

3. How do you can sell ?

HOW TO SELL A BUNGALOW

1. What do you want to sell ? - Good services

- Great bungalow accommodation- Great room- Wonderful location- Top notch conference facilities

2. Who do you want sell to ?- Corporate

- Agency

3. How you can sell ?- Know about your product

-Know your promotion- Know your package

SELLING TECHNIQUES

Learn how to read people’s emotional states by their body language and speech

Understand the sensitive areas of their egos

Learn how to counsel them Help them without becoming

aggressive or overbearing. Be their solution

FEEDBACK

1. The use of body language2. The purpose of the presentation was clear3. The format of the presentation4. Attractiveness and clarity of visual aids5. The presentation was well organized

VG = Very goodG = GoodNG = Not good