Hi sir welcome to our hotel my name is John, how can I help you?
Hi John, Just wanted to know the prices for single bed and double bed rooms. For
Sir, The single bedrooms for one night is 450 DHS and the double bedrooms are 700 DHS.
Oh no he doesn't have the information on the offers that we give to customers on Mondays.
Thank you John.
John from now one every morning you come in to the hotel before you do anything else you stand here and read the updates and the information about our hotel. So that when a customer comes you give them the best price and offer.
The customer is asking John for the prices of single and double rooms and the supervisor is standing on the side observing so that every things is okay and John gives the write information.
Hi sir, my name is John how can I help you?
Hi John i wanted 2 rooms for 6 people for 4 nights, what are the prices?
John is not giving any further information to the customer to satisfy him. The problem is that the receptionist doesn't have the knowledge of the offers and discounts that they give. This shows a lack of selling service knowledge to the customer and supervisor which affects their customer service by the customer finding out that they have offers and resulting in not returning and also giving bad comments.
Okay sir, if you book 3 rooms for 6 people it will cost you a lot less for 4 nights. 3 rooms for 4 nights will be a total of 1,800 dirhams but if you book 2 rooms for 6 people it will be 2,600 dirhams.
thank you John for your service, I like to book for the 3 rooms that is for 1,800 dirhams.
the supervisor is telling John that he is showing a lack selling knowledge and that he needs to read the board every time he comes to the hotel so he has full information on their selling service.
John is welcoming another customer after training hims self on selling service and knowledge.
Here John gave the full information to the customer which made the customer happy that he doesn't need to go to any other hotels to check for cheaper price. Also this affects their customer service by the customer not going to another hotel and not getting bad reviews on their selling service.