{"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":"upselling-buono-e-cattivo","status":"publish","type":"post","link":"https:\/\/www.revfine.com\/it\/good-and-bad-upselling\/","title":{"rendered":"Il delicato equilibrio tra upselling buono e cattivo (+ corso gratuito)"},"content":{"rendered":"<p><em>Sebbene sia un termine familiare nel settore dell&#039;ospitalit\u00e0, la percezione pi\u00f9 ampia della parola &quot;upselling&quot; potrebbe comportare un miglioramento della reputazione, e per una buona ragione. Come consumatori, siamo bombardati da offerte e accordi che chiaramente non riescono a nascondere il loro sfacciato disprezzo per il consumatore. Non c&#039;\u00e8 niente di pi\u00f9 scoraggiante che vendere un articolo o un servizio che \u00e8 chiaramente solo nell&#039;interesse del venditore.<\/em><\/p>\n<h2>Upselling: una situazione vantaggiosa sia per gli ospiti che per gli albergatori<\/h2>\n<p>La realt\u00e0 \u00e8 che l\u2019upselling \u00e8 e rimarr\u00e0 una preziosa fonte di entrate per gli hotel, che ora pi\u00f9 che mai hanno bisogno di stabilire flussi di reddito affidabili. Fortunatamente per gli hotel di tutto il mondo, l&#039;upselling, se eseguito correttamente, non allontana necessariamente i tuoi ospiti. Piuttosto, pu\u00f2 rappresentare una preziosa situazione vantaggiosa sia per gli ospiti che per gli albergatori.<\/p>\n<h2>Qual \u00e8 la differenza tra upselling buono e cattivo?<\/h2>\n<p>Esistono diversi modi per iniziare con il piede giusto con l&#039;upselling, sia di persona che online. \u00c8 fondamentale conoscere la prospettiva dell&#039;ospite, i dettagli del soggiorno e il linguaggio del corpo.<\/p>\n<h3>Video tutorial esclusivo: Upselling buono e cattivo<\/h3>\n<p>Revfine.com ha avuto accesso esclusivo a un tutorial video completo da parte del rappresentante dello sviluppo vendite (SDR) di Oaky e veterano dell&#039;ospitalit\u00e0 <a href=\"https:\/\/www.linkedin.com\/in\/mallory-w%C3%BCnsch-6a8986134\/\" target=\"_blank\" rel=\"noopener\">Mallory W\u00fcnsch<\/a>, che approfondisce il tema dell&#039;upselling buono\/cattivo sia in situazioni di front desk che digitali.<\/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=\"Lettore video 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>I punti chiave della lezione di Mallory includono:<\/h3>\n<ul>\n<li>Un mantra da tenere a mente: <em>&quot;Non si tratta di vendere, ma di fornire un servizio&quot;<\/em><\/li>\n<li>Riconoscere il delicato equilibrio tra offrire assistenza utile e diventare un fastidio<\/li>\n<li>Conoscere il tuo cliente, sia al front desk che tramite software. Informarti sui dettagli specifici del tuo ospite ti aiuter\u00e0 a personalizzare il tuo approccio di upselling<\/li>\n<li>Una dimostrazione di come un linguaggio del corpo scadente, un tono di voce piatto e offerte di componenti aggiuntivi inadeguati possano collettivamente diminuire la ricettivit\u00e0 di un ospite all&#039;upselling<\/li>\n<\/ul>\n<h3>Suggerimenti per l&#039;upselling di Mallory:<\/h3>\n<ul>\n<li>Leggi il linguaggio del corpo dell&#039;ospite. Sono stressati o hanno fretta? In questo caso \u00e8 meglio rimandare l&#039;upselling ad un&#039;altra occasione<\/li>\n<li>Leggi la situazione. Gli albergatori possono permettersi il lusso di avere accesso ad un riepilogo della situazione dell&#039;ospite nei dettagli della prenotazione. Rimarranno durante la settimana o nel fine settimana? Sono soli o con la famiglia? Rimarranno a lungo o solo per una giornata?<\/li>\n<li>Conosci le tue opzioni. Non c&#039;\u00e8 niente di peggio che realizzare un upselling che rendersi conto che il tuo hotel non pu\u00f2 fornirlo. Preparati in anticipo con un elenco dei servizi disponibili o degli aggiornamenti a cui l&#039;ospite pu\u00f2 aderire<\/li>\n<li>Non spingere l&#039;upselling. Il tuo ospite non \u00e8 necessariamente qualcuno che pu\u00f2 prendere decisioni in una frazione di secondo. Quindi, una volta che hai evidenziato il servizio o l&#039;aggiornamento e i suoi vantaggi, concedi all&#039;ospite lo spazio per rifletterci sopra<\/li>\n<li>Essere entusiasta. Bisogna crederci per venderlo! Un sorriso e un po\u2019 di entusiasmo per l\u2019offerta possono fare molto<\/li>\n<li>Mostra compassione. Dimostra che vedi le cose dal punto di vista del tuo ospite. Se hanno dei bambini con loro, puoi commentare i tuoi figli iperattivi, ad esempio, prima di suggerire attivit\u00e0 per bambini o offerte di babysitter per dare ai tuoi ospiti un po&#039; di tempo per rilassarsi<\/li>\n<li>Rafforzare la loro decisione. Dai ai tuoi ospiti la sensazione che la loro scelta di aggiornare o aggiungere un servizio sia stata buona.<\/li>\n<\/ul>\n<p><div class='ai-viewports ai-viewport-1 ai-viewport-2 ai-insert-4-15917413' style='padding: 10px 5px 20px 5px;' data-insertion-position='prepend' data-selector='.ai-insert-4-15917413' data-insertion-no-dbg data-code='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' data-block='4'><\/div>\n<script>\n  ai_run_921422304501 = function(){ai_insert_viewport_code ('ai-insert-4-15917413');};\n  if (document.readyState === 'complete' || (document.readyState !== 'loading' && !document.documentElement.doScroll)) ai_run_921422304501 (); 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else document.addEventListener ('DOMContentLoaded', ai_run_870928663353);\n<\/script>\n<\/p>\n<p><strong>Inizia il tuo percorso verso un upselling migliore e ottieni gratuitamente il tuo certificato di Associato Upselling! Scopri diversi modi per iniziare con il piede giusto con l&#039;upselling, sia di persona che online.\u00a0<\/strong><\/p>\n<div class='code-block code-block-1' style='margin: 8px 0; clear: both;'>\n<h3>Altri suggerimenti per far crescere la tua attivit\u00e0<\/h3>\n<strong>Revfine.com<\/strong> \u00e8 la piattaforma di conoscenza leader per il settore dell&#039;ospitalit\u00e0 e dei viaggi. I professionisti utilizzano le nostre intuizioni, strategie e suggerimenti pratici per trarre ispirazione, ottimizzare i ricavi, innovare i processi e migliorare l&#039;esperienza del cliente.<br><br>\n\nEsplora i consigli degli esperti su gestione, marketing, revenue management, operazioni, software e tecnologia nel nostro dedicato <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.revfine.com\/it\/category\/blog-hotel\/\">Hotel<\/a><\/span>, <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.revfine.com\/it\/category\/ospitalita\/\">Ospitalit\u00e0<\/a><\/span>, e <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.revfine.com\/it\/category\/viaggiare\/\">Viaggi e turismo<\/a><\/span> categorie.<\/div>","protected":false},"excerpt":{"rendered":"<p>Sebbene sia un termine familiare nel settore dell&#039;ospitalit\u00e0, la percezione pi\u00f9 ampia della parola &quot;upselling&quot; potrebbe utilizzare una migliore reputazione, e per una buona ragione. Come consumatori, siamo bombardati da offerte e accordi che non riescono a nascondere il loro sfacciato disprezzo per il consumatore. Non c&#039;\u00e8 niente di pi\u00f9 scoraggiante che vendere un articolo o un servizio che \u00e8 chiaramente nelle mani del venditore<\/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 v27.3 - 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, 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