Upselling In Depth
It’s time to take your upselling knowledge to the next level!
Learn how to create a smooth, high-quality digital guest experience using hyper-personalisation to drive conversions across all stages of the guest journey. Empower your entire team to take ownership of the upselling process to scale your results, drive more revenue and delight your guests.
Introduction
How to complete this course successfully
Introduction: What impacts the digital upselling experience?
What is the digital experience and how does it impact buying behaviour?
Functionality factors
UX flaws will kill your conversions
Psychology factors
Content factors
Assignment: Optimise your imagery
Checklist: Creating The Best Upsell Offer
The Anatomy of a Successful Upsell Deal
Branding, consistency & relevancy
Quiz: How to create a consistent, high-quality guest experience
Introduction to hyper-personalisation
Segmentation
Why segmentation is the first step to a more personalised guest experience?
Personalisation
Hyper personalisation
Hyper personalisation: Right guest
Hyper personalisation: Right channel
Hyper personalisation: Right offer
Assignment: Create 3 hyper-personlised offers
Hyper personalisation: Right price
Hyper personalisation: Right time
Quiz: Hyper personalisation
Introduction to the five stages of the guest journey
Upselling during booking
Pre-stay upselling
Upselling at check-in
Front-desk vs. pre-stay upselling
In-stay upselling
Post-stay upselling
Assignment: Create relevant upsell offers for every stage of the guest journey
Quiz: Upselling across the full guest journey
Introduction to scaling your upselling program
Involve all teams
How to organise an 'Upsell Meeting'
Automate operations
How to streamline your hotel operations
Testing and optimising
Assignment: Test your upsells
Optimise pricing
Dynamic Room Upgrade Pricing
Use an upsell tool
Quiz: Scaling your upselling strategy
Going green with upselling
Reducing climate impact
Download: Potential impact of changing your menu
Case studies
How to involve guests
Milestones