{"id":805,"date":"2016-03-27T18:34:53","date_gmt":"2016-03-27T21:34:53","guid":{"rendered":"http:\/\/blog.panrotas.com.br\/check-in\/?p=805"},"modified":"2016-03-27T18:34:53","modified_gmt":"2016-03-27T21:34:53","slug":"upselling-cliente-feliz-retencao-receita","status":"publish","type":"post","link":"https:\/\/blog.panrotas.com.br\/check-in\/2016\/03\/27\/upselling-cliente-feliz-retencao-receita\/","title":{"rendered":"Upselling = Cliente Feliz + Receita"},"content":{"rendered":"<p>Atualmente, &#8216;d<em>eixar dinheiro sobre a mesa<\/em>&#8216;, express\u00e3o muito utilizada pelos Revenue Managers, est\u00e1 fora de cogita\u00e7\u00e3o. Todas as oportunidades para gera\u00e7\u00e3o de receita devem ser atendidas nesse momento.<\/p>\n<p><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"As the industry looks ahead to what is hoped to be a continued rebound in demand in 2014, most hotel revenue and marketing executives are ready to move beyond a 'let's get the heads in the beds' era and to focus on continuing to regain ground on\">E uma delas \u00e9 a implanta\u00e7\u00e3o de um programa de <strong>Upselling<\/strong> no check-in.<\/span><span title=\"One significant opportunity is to implement a comprehensive program for upselling guests at registration. \"> O segredo do sucesso \u00e9 utiliz\u00e1-lo com os seguintes objetivos:<\/span><\/span><\/p>\n<ol>\n<li><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"One significant opportunity is to implement a comprehensive program for upselling guests at registration. \">Felicidade do Cliente. (<em>Mais importante sempre<\/em>)<br \/>\n<\/span><\/span><\/li>\n<li><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"One significant opportunity is to implement a comprehensive program for upselling guests at registration. \">Reten\u00e7\u00e3o. (<em>Atrav\u00e9s do conceito &#8216;eu ganho, voc\u00ea ganha&#8217;<\/em>)<br \/>\n<\/span><\/span><\/li>\n<li style=\"text-align: left\"><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"One significant opportunity is to implement a comprehensive program for upselling guests at registration. \">Maximiza\u00e7\u00e3o de Receita.<br \/>\n<\/span><\/span><\/li>\n<\/ol>\n<p><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"Doug Kennedy Of course a related opportunity to upsell is when callers contact the reservations department or call center.\">N<\/span><\/span><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"So it is also a good time to remind your reservations team to quote a variety of room types, typically two or three, to all callers. \">\u00e3o \u00e9 raro ouvir hoteleiros afirmarem que seus aptos. na categoria Luxo ou suas Su\u00edtes servem somente para Upgrade, pois o mercado &#8216;<em>n\u00e3o compra&#8217;.<\/em> <\/span><\/span><\/p>\n<p><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"So it is also a good time to remind your reservations team to quote a variety of room types, typically two or three, to all callers. \">Mas a verdade \u00e9 dura. Na maioria das vezes, os 4 motivos pelos quais isso acontece s\u00e3o:<\/span><\/span><\/p>\n<ul>\n<li><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"So it is also a good time to remind your reservations team to quote a variety of room types, typically two or three, to all callers. \">Diferen\u00e7a de pre\u00e7o entre categorias n\u00e3o \u00e9 adequada, pois n\u00e3o est\u00e1 conectada com o &#8216;valor percebido&#8217; pelo h\u00f3spede.<\/span><\/span><\/li>\n<li><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"So it is also a good time to remind your reservations team to quote a variety of room types, typically two or three, to all callers. \">Depto. de Reservas n\u00e3o oferece categorias superiores, somente a mais barata.<br \/>\n<\/span><\/span><\/li>\n<li><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"So it is also a good time to remind your reservations team to quote a variety of room types, typically two or three, to all callers. \">Depto. de Reservas n\u00e3o sabe agregar valor e explicar porque as categorias mais altas valem o pre\u00e7o cobrado.<\/span><\/span><\/li>\n<li><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"So it is also a good time to remind your reservations team to quote a variety of room types, typically two or three, to all callers. \">&#8216;Cultura do Upgrade&#8217;. Mais comum do que voc\u00ea imagina. Cuidado! Al\u00e9m de comprometer sua imagem e &#8216;valor&#8217; das categorias maiores, voc\u00ea est\u00e1 educando seu cliente de forma desfavor\u00e1vel para seu p\u00f3prio neg\u00f3cio.<\/span><\/span><span id=\"result_box\" class=\"\" lang=\"pt\"><\/span><span id=\"result_box\" class=\"\" lang=\"pt\"><\/span><\/li>\n<\/ul>\n<p><span id=\"result_box\" class=\"\" lang=\"pt\"><strong><span title=\"Depending on your hotel\u2019s inventory of accommodation types, the potential impact of a comprehensive, focused upselling program will vary greatly.\">O<\/span><\/strong><span title=\"However when you sit down to do the math on the potential additional revenue even for hotels with minimal upsell opportunities due to their inventory of room types, it becomes instantly clear that the effort can easily generate a significant ROI.\"><strong> esfor\u00e7o vale a pena, pois al\u00e9m de gerar um ROI significativo, \u00e9 mais f\u00e1cil do que vender para um cliente novo<\/strong> (Fonte &#8211; Livro Marketing Metrics):<\/span><\/span><\/p>\n<ul>\n<li>Probabilidade de venda para um novo cliente: <strong>5-20%<\/strong>.<\/li>\n<li>Probabilidade de venda para um cliente usual: <strong>60-70%<\/strong>.<\/li>\n<\/ul>\n<p><span style=\"text-decoration: underline\">Exemplos de estrat\u00e9gias que podem ser utilizadas no check-in<\/span>:<span id=\"result_box\" class=\"\" lang=\"pt\"><\/span><\/p>\n<ul>\n<li><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"Potential upsell opportunities include: \">Tipos de quartos &#8211; Luxo, Su\u00edtes, Bangal\u00f4s, etc.<\/span><\/span><\/li>\n<li><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"Potential upsell opportunities include: \">Quartos com caracter\u00edsticas especiais &#8211; banheiras de hidromassagem, cozinhas, varanda, etc.<\/span><\/span><\/li>\n<li><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"Potential upsell opportunities include: \">Vista ou localiza\u00e7\u00e3o do apto.<\/span><\/span><\/li>\n<li><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"Potential upsell opportunities include: \">Andares exclusivos, como check-in personalizados, concierges, etc.<\/span><\/span><\/li>\n<li><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"Potential upsell opportunities include: \">Pacotes que incluem amenidades adicionais, servi\u00e7os ou atividades diversas.<\/span><\/span><\/li>\n<li><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"Potential upsell opportunities include: \">Segundo quarto conectado (escrit\u00f3rio ou para as crian\u00e7as) por um pre\u00e7o com desconto.<br \/>\n<\/span><\/span><\/li>\n<\/ul>\n<p><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"Successful upselling programs have three components: a rate structure that makes upgrades a reasonable value, a staff training experience to expose them to the various techniques and tactics, and a recognition and incentive program.\">Resolveu implantar? Ent\u00e3o fique atento \u00e0s <strong><span style=\"text-decoration: underline\">3 Regras de Sucesso<\/span><\/strong>:<\/span><\/span><\/p>\n<ol>\n<li><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"Successful upselling programs have three components: a rate structure that makes upgrades a reasonable value, a staff training experience to expose them to the various techniques and tactics, and a recognition and incentive program.\"><strong>Tarifas coerentes.<\/strong> Sua estrutura\u00e7\u00e3o de pre\u00e7os precisa estar muito bem feita. Dica: prefira diferen\u00e7a em valor real para diferenciar categorias, pois complica para o recepcionista ficar calculando percentual.<br \/>\n<\/span><\/span><\/li>\n<li><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"Successful upselling programs have three components: a rate structure that makes upgrades a reasonable value, a staff training experience to expose them to the various techniques and tactics, and a recognition and incentive program.\"><strong>Pessoal com treinamento t\u00e9cnicos para negociar<\/strong>. Bom momento para come\u00e7ar a pensar (de uma vez por todas) em seus recepcionistas como vendedores.<\/span><\/span><\/li>\n<li><span id=\"result_box\" class=\"\" lang=\"pt\"><span title=\"Successful upselling programs have three components: a rate structure that makes upgrades a reasonable value, a staff training experience to expose them to the various techniques and tactics, and a recognition and incentive program.\"><strong>Programa de reconhecimento e incentivo.<\/strong> Sou a favor de remunera\u00e7\u00e3o por performance sempre, seja valor fixo ou percentual sobre a venda. Do recepcionista ao gar\u00e7om que vende os vinhos e pratos mais caros, o resultado \u00e9 sempre positivo<\/span><\/span><\/li>\n<\/ol>\n<p><span id=\"result_box\" class=\"\" lang=\"pt\">Veja o que ouvi de uma recepcionista sorridente <\/span><span id=\"result_box\" class=\"\" lang=\"pt\"><\/span><span id=\"result_box\" class=\"\" lang=\"pt\"><\/span><span id=\"result_box\" class=\"\" lang=\"pt\"><\/span><span id=\"result_box\" class=\"\" lang=\"pt\"><\/span><span id=\"result_box\" class=\"\" lang=\"pt\"><\/span>no Renaissance Eden Roc em Miami Beach, ao chegar com meu marido e uma reserva de apto. standard nas m\u00e3os:<br \/>\n<span id=\"result_box\" class=\"\" lang=\"pt\"><\/span><span id=\"result_box\" class=\"\" lang=\"pt\"><\/span><br \/>\n<span id=\"result_box\" class=\"\" lang=\"pt\"><\/span><em><span title=\"Avoid making the options they\u2019ve already selected sound undesirable with statements like \u201cI see you only booked one of our standard rooms.\u201d Instead say \u201cMr.\">&#8220;Bem-vindos ao Renaissance! <\/span><\/em><span title=\"Avoid making the options they\u2019ve already selected sound undesirable with statements like \u201cI see you only booked one of our standard rooms.\u201d Instead say \u201cMr.\"><em>Estou vendo que voc\u00eas reservaram um dos nossos aptos. standard. Eles s\u00e3o \u00f3timos, mas tiveram a oportunidade de conhecer nossas op\u00e7\u00f5es de su\u00edtes? Elas ficam de frente para a praia, banheira com hidromassagem,\u00a0 uma \u00e1rea de estar com uma linda &#8216;chaise&#8217;, e acesso ao club executivo que inclui&#8230;. Por uma diferen\u00e7a de s\u00f3 U$ 50 voc\u00eas poder\u00e3o transformar a experi\u00eancia em Miami Beach ainda mais inesquec\u00edvel.&#8221;<\/em> <\/span><span id=\"result_box\" class=\"\" lang=\"pt\"><\/span><br \/>\n<span id=\"result_box\" class=\"\" lang=\"pt\"><\/span><span id=\"result_box\" class=\"\" lang=\"pt\"><\/span><span id=\"result_box\" class=\"\" lang=\"pt\"><\/span><br \/>\n<span id=\"result_box\" class=\"\" lang=\"pt\"><\/span>Sim, eu comprei, fiquei feliz, e nem senti ter passado por um processo (perfeito) de upselling. A sensa\u00e7\u00e3o foi que ela estava genuinamente interessada em nos fazer mais felizes durante aqueles dias. Quem ainda duvida de um bom treinamento de vendas?<\/p>\n<p>Claro que muitas pessoas n\u00e3o v\u00e3o aceitar, mas fa\u00e7a um c\u00e1lculo r\u00e1pido dos que aceitam os\u00a0 U$ 50 durante o ano?<\/p>\n<p><strong>Pare de &#8216;<em>deixar dinheiro sobre a mesa<\/em>&#8216;, fortale\u00e7a a cultura de vendas na sua empresa, e bons neg\u00f3cios<\/strong>!<\/p>\n<p><em>Deixe abaixo seus coment\u00e1rios, dicas e experi\u00eancias com upselling, aplicando ou recebendo.<br \/>\n<\/em><\/p>\n<p>=========<\/p>\n<p>Leia mais:<\/p>\n<p><a href=\"http:\/\/gabrielaotto.com.br\/blog\/preco-x-valor-uma-equacao-lucrativa\/\" target=\"_blank\" rel=\"noopener noreferrer\">Pre\u00e7o x Valor, uma Equa\u00e7\u00e3o Lucrativa<\/a><\/p>\n<p><a href=\"http:\/\/gabrielaotto.com.br\/blog\/caro-e-o-que-nao-vale\/\" target=\"_blank\" rel=\"noopener noreferrer\">O Caro \u00e9 o que n\u00e3o Vale!<\/a><\/p>\n<p><a href=\"http:\/\/blog.panrotas.com.br\/check-in\/index.php\/2015\/08\/04\/leia-antes-de-baixar-preco\/#.VvhOVj-BBy0\" target=\"_blank\" rel=\"noopener noreferrer\">Leia antes de Baixar Pre\u00e7o<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Atualmente, &#8216;deixar dinheiro sobre a mesa&#8216;, express\u00e3o muito utilizada pelos Revenue Managers, est\u00e1 fora de cogita\u00e7\u00e3o. Todas as oportunidades para gera\u00e7\u00e3o de receita devem ser atendidas nesse momento. E uma delas \u00e9 a implanta\u00e7\u00e3o de um programa de Upselling no check-in. O segredo do sucesso \u00e9 utiliz\u00e1-lo com os seguintes objetivos: Felicidade do Cliente. (Mais&hellip; <a class=\"more-link\" href=\"https:\/\/blog.panrotas.com.br\/check-in\/2016\/03\/27\/upselling-cliente-feliz-retencao-receita\/\">Continue reading &rarr;<\/a><\/p>\n","protected":false},"author":12,"featured_media":806,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"spay_email":""},"categories":[9,21],"tags":[76,146],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Upselling = Cliente Feliz + Receita - Check-in<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.panrotas.com.br\/check-in\/2016\/03\/27\/upselling-cliente-feliz-retencao-receita\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Upselling = Cliente Feliz + Receita - Check-in\" \/>\n<meta property=\"og:description\" content=\"Atualmente, &#8216;deixar dinheiro sobre a mesa&#8216;, express\u00e3o muito utilizada pelos Revenue Managers, est\u00e1 fora de cogita\u00e7\u00e3o. Todas as oportunidades para gera\u00e7\u00e3o de receita devem ser atendidas nesse momento. E uma delas \u00e9 a implanta\u00e7\u00e3o de um programa de Upselling no check-in. O segredo do sucesso \u00e9 utiliz\u00e1-lo com os seguintes objetivos: Felicidade do Cliente. 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