Podcast
Questions and Answers
What is the characteristic of Impulsive Consumer?
What is the characteristic of Impulsive Consumer?
- Tends to be emotionally driven (correct)
- Tends to be logically driven
- Shops with a specific product in mind
- Avoids sales and promotions
What is the benefit of segmenting consumers by needs?
What is the benefit of segmenting consumers by needs?
- To create loyal consumers
- To create personalized emails
- To increase sales through discounts
- To tailor marketing strategies to each need (correct)
What is a marketing strategy to create loyal consumers?
What is a marketing strategy to create loyal consumers?
- Social media advertising
- Email marketing
- Discounts and promotions
- Personalization and individualized attention (correct)
What is a characteristic of a Wandering Consumer?
What is a characteristic of a Wandering Consumer?
What is the benefit of understanding consumer needs?
What is the benefit of understanding consumer needs?
What is the characteristic of a Need-Based Consumer?
What is the characteristic of a Need-Based Consumer?
What is the benefit of right timing in marketing?
What is the benefit of right timing in marketing?
What is the characteristic of a Discount Consumer?
What is the characteristic of a Discount Consumer?
What is the key to selling in hospitality?
What is the key to selling in hospitality?
What is the primary goal of service recovery?
What is the primary goal of service recovery?
According to the formula for personalization, what does it feel like to be treated like a?
According to the formula for personalization, what does it feel like to be treated like a?
What should you do if you can't immediately find an answer to a guest's question?
What should you do if you can't immediately find an answer to a guest's question?
What is an important aspect of passionate service delivery?
What is an important aspect of passionate service delivery?
What is a key aspect of passionate service delivery?
What is a key aspect of passionate service delivery?
Why is knowledge of local amenities important in hospitality?
Why is knowledge of local amenities important in hospitality?
What is the result of a successful service recovery?
What is the result of a successful service recovery?
Why is it important to know your surroundings, establishment, and amenities?
Why is it important to know your surroundings, establishment, and amenities?
What is the importance of commitment to teamwork in hospitality?
What is the importance of commitment to teamwork in hospitality?
What should you do when handling a guest complaint?
What should you do when handling a guest complaint?
What is the key to personalization in hospitality?
What is the key to personalization in hospitality?
Why is it important to greet guests and look them in the eyes?
Why is it important to greet guests and look them in the eyes?
What is an important aspect of teamwork in a service delivery setting?
What is an important aspect of teamwork in a service delivery setting?
What is the formula for recovery in hospitality?
What is the formula for recovery in hospitality?
What should you do when engaging a guest in conversation?
What should you do when engaging a guest in conversation?
Study Notes
Turning Negative Experiences into Loyal Customers
- Carefully listen to the guest's explanation of the situation before reacting
- Apologize for the inconvenience and disruption to the guest's experience
- Explain the cause of the problem and act quickly to provide a satisfactory solution
- Offer something of value to the guest and make them feel important
- Learn from the experience and prevent similar situations from occurring in the future
Personalization: Providing an Individualized Experience
- Create unique experiences for guests
- Use information and observations to get to know guests
- Greet guests, use their names, and engage in conversation
- Remember what guests tell you and show genuine interest
Knowledge: Being in the Know
- Use knowledge to make a guest's stay more comfortable and enjoyable
- If unsure of an answer, ask the guest how to contact them with the information
- Enlist the help of coworkers and approach every situation as a learning experience
- Know the surroundings, establishment, and amenities, and don't fake it
Passion: Inspiring Others
- Have passion for the work and want to see it done well
- Listen twice as much as you speak and do your homework
- Understand the ROI, hotel type, ownership, and other key aspects of the industry
Elements of Hospitality
- Recovery: turning dissatisfaction to satisfaction
- Personalization: providing individualized attention
- Knowledge: being in the know
- Passion: inspiring others
- Opportunities: capitalizing on new opportunities
- Inclusion: making guests feel connected
- Personality: showing genuine interest and care
Consumer Types
- Loyal Consumers: valuable to every business, promoters of the brand
- Need-Based Consumers: purchase to fulfill a need, segment by needs
- Discount Consumers: shop when there are sales or discounts
- Wandering Consumers: attracted by location, enjoy social interaction
- Impulsive Consumers: difficult to maximize marketing collateral, identify the target market
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Description
Transform a negative experience into a loyal customer by following these steps. Learn how to listen, empathize, apologize, and provide a satisfactory solution to turn a bad situation around.
