Upcoming workshop: Communicating on different platforms

We’ve got exciting new workshops coming up and all will be hosted at the lovely, inviting Eagle’s View Guesthouse and Conference Venue in Little Falls, Roodepoort. Our full-day Communications Workshop will take place on Friday, 3 July 2015, with the option of combining it with a second half-day workshop on upselling that takes place on 4 July 2015. (Make it an outing and stay at Eagle’s View on the evening of 3 July 2015.)

The Communications Workshop will include:

Communicating verbally
– Opening and closing conversations
– Encouraging conversation
– Positive reinforcement of verbal communication
– Effective listening
– Questioning: Open and closed questions
– Reflecting and clarifying conversations
– Language and jargon usage
– Voice projection
– Self-confidence

Communicating non-verbally
– Importance of non-verbal messages
– In combination with verbal communication
– Body movements
– Posture
– Eye contact
– Para-language
– Personal space
– Facial expressions
– Physiological changes

Communicating in writing
– How writing has evolved
– Organising the message
– Using the right tone
– Be clear and concise
– Review and revise
– Basics of grammar and spelling
– Signatures
– Advantages and disadvantages

Communicating on social media
– Different platforms in South Africa
– Tagging and crediting
– Hashtags
– Professional VS friends and family
– Personal contact VS spreading news online
– Social media communication etiquette

Additional topics may still be added.


Other upcoming workshops include:

6 May 2015 OR 8 May 2015: Back by popular demand: The basics of social media for small businesses and individuals

3 June 2015: Create your company’s own customer journey map to get to know your customer

For more information, contact Travelling Mystery Guest on 082 336 1562 or enquire@travellingmystery.co.za.

Upselling: A useful tool in the hospitality industry

Upselling, also known as suggestive selling, is an ideal tool in the hospitality industry, as it not only gives staff the opportunity to create larger sales, but it can also be used to create greater customer satisfaction.

Yes, many times, the word “upselling” can leave a bitter taste in your mouth due to sales people nagging and nagging you to buy certain products. I believe that those sales people just haven’t had the right training – especially when it comes to the hospitality and tourism industry. In our industry, it’s all about the customer experience and customers definitely don’t want to be bombarded with sales pitches. Still, they do expect staff to tell them a little more about services offered, the current specials or things that they might be interested in.

Upselling, when used correctly, gives you the opportunity to get closer to your customer. To get to know them better.

Interestingly enough, we tend to use the word upselling incorrectly sometimes. Let me explain:

If a guest buys a room for R1200 per night and the reservationist offers the guest a better room with a view and an en suite bathroom at R1500 per night, that’s upselling. Cross-selling, on the other hand, is when you sell products that are different, but related, to the product that has already been bought. An example: If I buy a room at R1200 per night, the reservationist offers me the option of adding a spa treatment at the spa next door at R600. With upselling, the price of the product being bought is increased. With cross-selling extra items are added to the original product to increase the sale.

Keep in mind that it’s not a race, but rather a route to follow to help the customer get more value from your business, eventually creating more loyal customers who are sure to return time and again.

Groovehq.com mentions a few reasons why upselling and cross-selling are so positive:
1. When done right, it builds deeper relationships with customers.
2. It’s easier than selling to new customers and helps you grow.
3. Upselling increases customer lifetime value.

Teach your employees how to use upselling and cross-selling effectively by attending Travelling Mystery Guest’s upcoming workshop on this topic on 4 July 2015 (combined with 3 July 2015 workshop on communication) or 8 July 2015. For more information, contact Renate on 082 336 1562 or enquire@travellingmystery.co.za.