Let’s be Proactive!

Why is it important to be “Proactive” to sell? Every industry involves selling; it’s basically important to persuade a guest or customer so as to get them to buy your product or services. There are two traditional ways of selling …” Proactive selling” or “Reactive selling” and both are important in their own ways. 

Let us first understand these terms in a very simple way ….Proactive selling is the most used method as a service provider, we approach the guest and anticipate their requirements and needs. Also, the service we extend we suggest various add ons or propose other services which the company can offer in near future. 

On the other hand, Reactive selling is when we place our cards on the table and await the guests’ decision as per their requirements and needs. A sales professional only start working towards selling when a guest shows interest in the product they offer.

Allow me to elaborate on the above terms citing my experience within the Hospitality Industry as I have been part of both selling methods;

I had been part of one of the leading luxury properties in the country, as a part of the Catering Sales/ event sales team, my team and I followed the reactive sales techniques during peak months of the year. Since our hotel was a convention center oriented property, major large events in the city were bound to happen in the hotel. In this case, we had most of the dates blocked every year during the peak months and these annual events happened every year on the blocked dates. 

However, during the valley season, our sales team used the proactive selling method and approached and urged existing residential groups to use the convention center with certain value additions and at favorable rates. This helped us to at least cover the occupancy for months along with certain revenue.

Well, why be proactive then, and why do they say  “Be Proactive Not Reactive”.This is because;

Customer success is not about support. It’s not about being reactive. It’s about being proactive. – Guy Nirpaz.

With changing times and with guests’ well-traveled, every inch of selling needs to be proactive. Lets’ take a restaurant for example, during breakfast (which is usually part of the stay and is offered with compliments from the hotel) a server needs to share other dining options in the hotel, he needs to talk about any running offers or new additions on their regular menus, he needs to be more assertive towards extending and mentioning ongoing promotions and events. 

Another unidentified quality of being proactive is that it helps you to prevent any issues or problems before they arise. It assists or gives you an opportunity to tackle the situation before the guest ends up asking for assistance. There are many more effective sales strategies that can be achieved by being proactive.

How to be Proactive, you may ask? 

The most effective way of being proactive is “Know your customer”. It is crucial to do complete research on your client so as to sell effectively. If you know what your customer needs..you would win the battle before you start selling. 

In addition to doing complete research on your customer… “Know your product”…..If you are passionate about your product and you know it well, selling becomes easier. This will also enhance your confidence and in turn, will increase your guests’ confidence in you!

Don’t assume it all works! Put yourself in your customers’ shoes and do everything they will do. – Gary Gebenlian