{"id":10797,"date":"2023-06-08T15:00:25","date_gmt":"2023-06-08T13:00:25","guid":{"rendered":"https:\/\/www.revfine.com\/?p=10797"},"modified":"2025-09-17T19:43:35","modified_gmt":"2025-09-17T17:43:35","slug":"buenas-y-malas-ventas-adicionales","status":"publish","type":"post","link":"https:\/\/www.revfine.com\/es\/good-and-bad-upselling\/","title":{"rendered":"El delicado equilibrio entre ventas buenas y malas (+ curso gratuito)"},"content":{"rendered":"<p><em>Si bien es un t\u00e9rmino familiar en la industria hotelera, la percepci\u00f3n m\u00e1s amplia de la palabra &quot;venta adicional&quot; podr\u00eda mejorar su reputaci\u00f3n, y por una buena raz\u00f3n. Como consumidores, nos bombardean con ofertas y tratos que claramente no logran ocultar su descarado desprecio por el consumidor. No hay nada m\u00e1s desagradable que vender un art\u00edculo o servicio que claramente beneficia \u00fanicamente al vendedor.<\/em><\/p>\n<h2>Mejorar las ventas en una situaci\u00f3n beneficiosa para todos, tanto para los hu\u00e9spedes como para los hoteleros<\/h2>\n<p>La realidad es que las ventas adicionales son y seguir\u00e1n siendo una valiosa fuente de ingresos para los hoteles, que ahora m\u00e1s que nunca necesitan establecer flujos de ingresos confiables. Afortunadamente para los hoteles de todo el mundo, las ventas adicionales, cuando se realizan correctamente, no tienen por qu\u00e9 alienar a sus hu\u00e9spedes. M\u00e1s bien, puede presentar una valiosa situaci\u00f3n beneficiosa tanto para los hu\u00e9spedes como para los hoteleros.<\/p>\n<h2>\u00bfCu\u00e1l es la diferencia entre buenas y malas ventas adicionales?<\/h2>\n<p>Hay varias maneras de empezar con buen pie con las ventas adicionales, ya sea en persona o en l\u00ednea. Es fundamental conocer la perspectiva del hu\u00e9sped, los detalles de su estancia y su lenguaje corporal.<\/p>\n<h3>Videotutorial exclusivo: Upselling bueno y malo<\/h3>\n<p>Revfine.com recibi\u00f3 acceso exclusivo a un video tutorial completo realizado por el representante de desarrollo de ventas (SDR) de Oaky y veterano de la hospitalidad. <a href=\"https:\/\/www.linkedin.com\/in\/mallory-w%C3%BCnsch-6a8986134\/\" target=\"_blank\" rel=\"noopener\">Mallory W\u00fcnsch<\/a>, que ampl\u00eda las ventas adicionales buenas y malas tanto en situaciones digitales como de recepci\u00f3n.<\/p>\n<div class=\"fusion-video fusion-youtube\" style=\"--awb-max-width:600px;--awb-max-height:360px;\"><div class=\"video-shortcode\"><div class=\"fluid-width-video-wrapper\" style=\"padding-top:60%;\" ><iframe title=\"Reproductor de video de YouTube 1\" src=\"https:\/\/www.youtube.com\/embed\/N2VJHzQwtMc?wmode=transparent&autoplay=0\" width=\"600\" height=\"360\" allowfullscreen allow=\"autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture;\"><\/iframe><\/div><\/div><\/div>\n<p>&nbsp;<\/p>\n<h3>Las conclusiones clave de la lecci\u00f3n de Mallory incluyen:<\/h3>\n<ul>\n<li>Un mantra a tener en cuenta: <em>&#039;No se trata de vender, se trata de prestar un servicio&#039;<\/em><\/li>\n<li>Reconocer el delicado equilibrio entre ofrecer asistencia \u00fatil y convertirse en una molestia.<\/li>\n<li>Conociendo a tu cliente, ya sea en recepci\u00f3n o a trav\u00e9s de software. Informarse sobre detalles espec\u00edficos de su hu\u00e9sped le ayudar\u00e1 a adaptar su enfoque de ventas adicionales.<\/li>\n<li>Una demostraci\u00f3n de c\u00f3mo un lenguaje corporal deficiente, un tono de voz plano y ofertas de complementos inadecuados pueden disminuir colectivamente la receptividad de un hu\u00e9sped a las ventas adicionales.<\/li>\n<\/ul>\n<h3>Consejos de Mallory para aumentar las ventas:<\/h3>\n<ul>\n<li>Lea el lenguaje corporal del hu\u00e9sped. \u00bfEst\u00e1n estresados o tienen prisa? Mejor dejar el upselling para otro momento en este caso<\/li>\n<li>Lea la situaci\u00f3n. Los hoteleros tienen el lujo de tener acceso a un resumen de la situaci\u00f3n del hu\u00e9sped en los detalles de su reserva. \u00bfSe quedan entre semana o el fin de semana? \u00bfEst\u00e1n solos o con la familia? \u00bfSe quedar\u00e1n mucho tiempo o s\u00f3lo por un d\u00eda?<\/li>\n<li>Conozca sus opciones. No hay nada peor que conseguir una venta adicional que darse cuenta de que su hotel no puede ofrecerla. Est\u00e9 preparado de antemano con una lista de servicios disponibles o mejoras por las que el hu\u00e9sped puede optar<\/li>\n<li>No fuerces las ventas adicionales. Su invitado no es necesariamente alguien que pueda tomar decisiones en una fracci\u00f3n de segundo. Entonces, una vez que haya resaltado el servicio o la actualizaci\u00f3n y sus beneficios, d\u00e9le al hu\u00e9sped espacio para reflexionar sobre ello.<\/li>\n<li>Se entusiasta. \u00a1Necesitas creerlo para venderlo! Una sonrisa y un poco de entusiasmo por la oferta pueden ser de gran ayuda.<\/li>\n<li>Mostrar compasi\u00f3n. Demuestre que ve las cosas desde la perspectiva de sus invitados. Si tienen ni\u00f1os con ellos, puedes comentar sobre tus hijos hiperactivos, por ejemplo, antes de sugerir actividades para ni\u00f1os o ofertas adicionales de cuidado de ni\u00f1os para darles a tus invitados algo de tiempo para relajarse.<\/li>\n<li>Reforzar su decisi\u00f3n. Ofrezca a sus invitados la sensaci\u00f3n de que su elecci\u00f3n de mejorar o agregar un servicio fue buena.<\/li>\n<\/ul>\n<p><div class='ai-viewports ai-viewport-1 ai-viewport-2 ai-insert-4-61624776' style='padding: 10px 5px 20px 5px;' data-insertion-position='prepend' data-selector='.ai-insert-4-61624776' data-insertion-no-dbg data-code='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' data-block='4'><\/div>\n<script>\n  ai_run_977144445564 = function(){ai_insert_viewport_code ('ai-insert-4-61624776');};\n  if (document.readyState === 'complete' || (document.readyState !== 'loading' && !document.documentElement.doScroll)) ai_run_977144445564 (); 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else document.addEventListener ('DOMContentLoaded', ai_run_924664685704);\n<\/script>\n<\/p>\n<p><strong>\u00a1Empiece el camino hacia mejores ventas adicionales y obtenga su certificado de asociado de ventas adicionales gratis! Conozca varias formas de comenzar con el pie derecho con las ventas adicionales, ya sea en persona o en l\u00ednea.\u00a0<\/strong><\/p>\n<div class='code-block code-block-1' style='margin: 8px 0; clear: both;'>\n<h3>M\u00e1s consejos para hacer crecer su negocio<\/h3>\n<strong>Revfine.com<\/strong> es la plataforma de conocimiento l\u00edder para la industria de la hospitalidad y los viajes. Los profesionales utilizan nuestros conocimientos, estrategias y consejos pr\u00e1cticos para inspirarse, optimizar los ingresos, innovar los procesos y mejorar la experiencia del cliente.<br><br>\n\nExplore el asesoramiento de expertos sobre gesti\u00f3n, marketing, revenue management, operaciones, software y tecnolog\u00eda en nuestro sitio web dedicado. <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.revfine.com\/es\/category\/hotel-blog\/\">Hotel<\/a><\/span>, <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.revfine.com\/es\/category\/hospitalidad\/\">Hospitalidad<\/a><\/span>, y <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.revfine.com\/es\/category\/viaje\/\">Viajes y Turismo<\/a><\/span> categor\u00edas.<\/div>","protected":false},"excerpt":{"rendered":"<p>Si bien es un t\u00e9rmino familiar en la industria de la hospitalidad, la percepci\u00f3n m\u00e1s amplia de la palabra &quot;upselling&quot; podr\u00eda mejorar su reputaci\u00f3n, y por una buena raz\u00f3n. Como consumidores, nos bombardean con ofertas y tratos que claramente no logran ocultar su descarado desprecio por el consumidor. No hay nada m\u00e1s desagradable que vender un art\u00edculo o servicio que est\u00e1 claramente en el<\/p>","protected":false},"author":1,"featured_media":10798,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[804,765],"tags":[170],"class_list":["post-10797","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-guest-communication","category-hotel-upselling","tag-oaky"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>The Delicate Balance Between Good and Bad Upselling<\/title>\n<meta name=\"description\" content=\"Hospitality veteran Mallory W\u00fcnsch provides Tips on Good vs. Bad Upselling in both front desk and digital situations.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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