Unit 7: Understanding How to Effectively Manage the Sales of Hospitality Services
Unit
reference number: T/504/2233 Level: 4
Credit value: 9
Guided learning hours: 58
Unit aim
This
unit has been devised
to assess learners’
ability to understand how sales processes in hospitality contexts can be monitored and the performance of sales focused
staff increased.
Unit introduction
By
effectively managing sales within an organisation in the hospitality industry, the success and sustainability of the organisation will be increased. By analysing the current
market position, it is possible
to develop and improve
the selling skills
of the workforce, thus increasing sales overall.
Workforce skill development will help to support
the changing needs of customers and inform future practice
in other areas of the business. Personal selling
forms a significant part of the marketing function where clearly defined customer interactions take place within hospitality services and settings. A confident salesperson helps to improve
the customer experience and support
repeat sales.
Learning outcomes and
assessment criteria
In order to pass this unit, the evidence
that the learner
presents for assessment needs to demonstrate that they can meet all the learning
outcomes for the unit. The assessment criteria determine the standard required to achieve the unit.
On completion of this unit a learner
should:
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Learning outcomes
|
Assessment criteria
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|
1 Understand methods of monitoring sales team performance
|
1.1
Explain the
importance of monitoring the sales performance of staff
1.2
Explain the
importance of providing feedback on sales performance
1.3
Describe the use of key performance indicators in monitoring sales performance
1.4
Explain the
importance of encouraging staff
to ask questions, make suggestions and seek clarification regarding
hospitality products and services
1.5
Explain the use of sales- related information in managing the sales performance of staff
team members in formal performance appraisals
|
|
2 Understand how to improve the selling skills of employees in the hospitality sector
|
2.1
Identify techniques used to recognise selling
situations and opportunities
2.2
Evaluate the use of different sales and communication techniques
2.3
Evaluate the use of negotiation skills used
by staff when selling hospitality services
2.4
Explain how to select sales techniques for the situation
2.5
Explain how staff product knowledge can
be developed
2.6
Identify techniques and strategies used to improve sales skills
and performance
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|
Learning outcomes
|
Assessment criteria
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3 Understand how to improve sales within
hospitality businesses
|
3.1
Explain ways in which consumer behaviour impacts on the buying decisions of customers
3.2
Explain how a competitor analysis
can be implemented
3.3
Explain how
sales forecasts can be produced
3.4
Explain how to produce
sales targets
based on sales forecasts
3.5
Analyse the importance of knowing the target
clients and their typical consumer behaviour
3.6
Explain how
‘up selling’ can be maximised within businesses
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