{"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":"upsell-bom-e-ruim","status":"publish","type":"post","link":"https:\/\/www.revfine.com\/pt\/upsell-bom-e-ruim\/","title":{"rendered":"O delicado equil\u00edbrio entre vendas boas e ruins (+ curso gr\u00e1tis)"},"content":{"rendered":"<p><em>Embora seja um termo familiar na ind\u00fastria hoteleira, a percep\u00e7\u00e3o mais ampla da palavra \u201cupselling\u201d poderia beneficiar de uma reputa\u00e7\u00e3o melhorada \u2013 e por uma boa raz\u00e3o. Como consumidores, somos bombardeados com ofertas e neg\u00f3cios que claramente falham em esconder o seu descarado desrespeito pelo consumidor. N\u00e3o h\u00e1 nada mais desanimador do que vender um item ou servi\u00e7o que \u00e9 claramente do interesse apenas do vendedor.<\/em><\/p>\n<h2>Upselling: uma situa\u00e7\u00e3o vantajosa para todos, tanto para h\u00f3spedes quanto para hoteleiros<\/h2>\n<p>A realidade \u00e9 que o upselling \u00e9 e continuar\u00e1 a ser uma valiosa fonte de receitas para os hot\u00e9is, que agora, mais do que nunca, necessitam de estabelecer fontes de rendimento fi\u00e1veis. Felizmente para hot\u00e9is em todo o mundo, o upsell, quando feito corretamente, n\u00e3o precisa afastar seus h\u00f3spedes. Em vez disso, pode apresentar uma situa\u00e7\u00e3o vantajosa para todos, tanto para os h\u00f3spedes como para os hoteleiros.<\/p>\n<h2>Qual \u00e9 a diferen\u00e7a entre upsell bom e ruim?<\/h2>\n<p>Existem v\u00e1rias maneiras de come\u00e7ar com o p\u00e9 direito com upselling, seja presencialmente ou online. Estudar a perspectiva do h\u00f3spede, os detalhes da estadia e a linguagem corporal \u00e9 fundamental.<\/p>\n<h3>V\u00eddeo tutorial exclusivo: upselling bom e ruim<\/h3>\n<p>Revfine.com recebeu acesso exclusivo a um tutorial em v\u00eddeo completo do Representante de Desenvolvimento de Vendas (SDR) Oaky e veterano em hospitalidade <a href=\"https:\/\/www.linkedin.com\/in\/mallory-w%C3%BCnsch-6a8986134\/\" target=\"_blank\" rel=\"noopener\">Mallory W\u00fcnsch<\/a>, que expande o upsell bom versus ruim em situa\u00e7\u00f5es digitais e de recep\u00e7\u00e3o.<\/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=\"Player de v\u00eddeo 1 do YouTube\" 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>As principais conclus\u00f5es da li\u00e7\u00e3o de Mallory incluem:<\/h3>\n<ul>\n<li>Um mantra para manter em mente: <em>&#039;n\u00e3o se trata de vender, trata-se de prestar um servi\u00e7o&#039;<\/em><\/li>\n<li>Reconhecer o delicado equil\u00edbrio entre oferecer assist\u00eancia \u00fatil e tornar-se um aborrecimento<\/li>\n<li>Conhecer o seu cliente, seja na recep\u00e7\u00e3o ou atrav\u00e9s de software. Informar-se sobre detalhes espec\u00edficos sobre seu h\u00f3spede o ajudar\u00e1 a personalizar sua abordagem de upsell<\/li>\n<li>Uma demonstra\u00e7\u00e3o de como uma linguagem corporal inadequada, um tom de voz mon\u00f3tono e ofertas de complementos inadequados podem diminuir coletivamente a receptividade de um h\u00f3spede ao upsell<\/li>\n<\/ul>\n<h3>Dicas de upsell de Mallory:<\/h3>\n<ul>\n<li>Leia a linguagem corporal do convidado. Eles est\u00e3o estressados ou com pressa? Melhor deixar o upsell para outro momento neste caso<\/li>\n<li>Leia a situa\u00e7\u00e3o. Os hoteleiros podem se dar ao luxo de ter acesso a um resumo da situa\u00e7\u00e3o do h\u00f3spede nos dados da reserva. Eles ficam durante a semana ou no fim de semana? Eles est\u00e3o sozinhos ou com a fam\u00edlia? Eles ficar\u00e3o por muito tempo ou apenas por um dia?<\/li>\n<li>Conhe\u00e7a suas op\u00e7\u00f5es. N\u00e3o h\u00e1 nada pior do que conseguir um upsell do que perceber que seu hotel n\u00e3o pode fornec\u00ea-lo. Esteja preparado com anteced\u00eancia com uma lista de servi\u00e7os ou upgrades dispon\u00edveis que o h\u00f3spede pode optar<\/li>\n<li>N\u00e3o force o upsell. Seu convidado n\u00e3o \u00e9 necessariamente algu\u00e9m que pode tomar decis\u00f5es em fra\u00e7\u00f5es de segundo. Assim, depois de destacar o servi\u00e7o ou upgrade e seus benef\u00edcios, d\u00ea ao h\u00f3spede espa\u00e7o para refletir sobre isso<\/li>\n<li>Seja entusiasmado. Voc\u00ea precisa acreditar para vend\u00ea-lo! Um sorriso e um pouco de entusiasmo com a oferta podem ajudar muito<\/li>\n<li>Mostre compaix\u00e3o. Demonstre que voc\u00ea v\u00ea as coisas da perspectiva do seu convidado. Se eles tiverem filhos com eles, voc\u00ea pode comentar sobre seus filhos hiperativos, por exemplo, antes de sugerir atividades infantis ou promo\u00e7\u00f5es de bab\u00e1 para dar aos seus convidados algum tempo para relaxar.<\/li>\n<li>Reforce sua decis\u00e3o. D\u00ea aos seus convidados a sensa\u00e7\u00e3o de que a escolha de atualizar ou adicionar um servi\u00e7o foi acertada.<\/li>\n<\/ul>\n<p><div class='ai-viewports ai-viewport-1 ai-viewport-2 ai-insert-4-81108817' style='padding: 10px 5px 20px 5px;' data-insertion-position='prepend' data-selector='.ai-insert-4-81108817' data-insertion-no-dbg data-code='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' data-block='4'><\/div>\n<script>\n  ai_run_461749814216 = function(){ai_insert_viewport_code ('ai-insert-4-81108817');};\n  if (document.readyState === 'complete' || (document.readyState !== 'loading' && !document.documentElement.doScroll)) ai_run_461749814216 (); 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else document.addEventListener ('DOMContentLoaded', ai_run_115558999052);\n<\/script>\n<\/p>\n<p><strong>Comece no caminho para um melhor upsell e ganhe seu certificado de associado de upsell gratuitamente! Aprenda sobre v\u00e1rias maneiras de come\u00e7ar com o p\u00e9 direito no upsell - seja pessoalmente ou online.\u00a0<\/strong><\/p>\n<div class='code-block code-block-1' style='margin: 8px 0; clear: both;'>\n<h3>Mais dicas para expandir seus neg\u00f3cios<\/h3>\n<strong>Revfine.com<\/strong> \u00e9 a plataforma de conhecimento l\u00edder para a ind\u00fastria de hospitalidade e viagens. Profissionais usam nossos insights, estrat\u00e9gias e dicas pr\u00e1ticas para se inspirar, otimizar receita, inovar processos e melhorar a experi\u00eancia do cliente.<br><br>\n\nExplore conselhos de especialistas sobre gest\u00e3o, marketing, revenue management, opera\u00e7\u00f5es, software e tecnologia em nosso dedicado <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.revfine.com\/pt\/category\/blog-do-hotel\/\">Hotel<\/a><\/span>, <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.revfine.com\/pt\/category\/hospitalidade\/\">Hospitalidade<\/a><\/span>, e <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.revfine.com\/pt\/category\/viajar-por\/\">Viagem de Turismo<\/a><\/span> categorias.<\/div>","protected":false},"excerpt":{"rendered":"<p>Embora seja um termo familiar na ind\u00fastria de hospitalidade, a percep\u00e7\u00e3o mais ampla da palavra &#039;upselling&#039; poderia melhorar sua reputa\u00e7\u00e3o - e por um bom motivo. Como consumidores, somos bombardeados com ofertas e neg\u00f3cios que claramente falham em esconder seu descarado desprezo pelo consumidor. N\u00e3o h\u00e1 nada mais desagrad\u00e1vel do que vender um item ou servi\u00e7o que est\u00e1 claramente nas m\u00e3os do vendedor<\/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 v26.1.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\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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