AHMED SANDOBY
Spa & Wellness Director
Four Seasons Cairo
First Residence
Cairo, Egypt
“Upselling and cross-selling
techniques will be efficient
only if you are adding value
to the customer's experience.”
Making effective use of upselling tactics is one of the simplest yet most effective ways of increasing revenue, while also
giving spa customers a more fulfilling experience that they will
want to repeat time and time again. Effective upselling requires
having a plan in place for every step of the spa visit, from
booking to check-out. Most importantly, however, spa staff
members need to be alert and knowledgeable in order to upsell
at every stage of the spa customer experience.
“The best way to drive sales on a specific item is to make
sure all of your staff know and love the product you are trying
to promote,” says Jenn Hull, product manager at
SpaSoft/Springer-Miller Systems in Markham, Ontario in
Canada. “When spa concierge have had their own positive
experiences with an item or service, they are more likely to
recommend it to guests walking through the door. They will be
confident when explaining the benefits and speaking from
personal experience, which will create a bond and trust with
guests, and allow them to better promote the full potential of
the spa and its healing products.”
Upsell Advantages
Hull’s first recommendation is for spas to make use of individual guest history to personalize an upsell—knowing the client
is the key to sales. “We have found that by customizing the
“Place your
highest sellers
TODD HEWITT
Senior Spa Director
with your
Four Seasons Toronto
Toronto, Canada
lowest sellers so
they can work
together as a team
and win recognition.”
September 2015
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PULSE 37