There came a guest who had booked a standard room. But after checking, I found that there

was no standard left. I checked the record of this guest, and found that he had always booked deluxe rooms.

I felt that it was perfect chance to up-sell. I checked the booked room with the guest, “Thank you very much for your reliance on our hotel, Mr. Gao. It’s my pleasure to serve you. This time, you have ordered a standard large-bed non-smoking for three nights, right？” “Yes.”

”I suggest you are on a business, right？ I’d like to suggest you try our executive floor. It’s newly decorated, and you will enjoy the top-level service. And there are many preferential treatments.”

“Really？ Then what preferential treatments can I have if I take that？”

“Mr. Gao, you need to use the internet to deal with you business, right？ The Internet service is not free, but you may have one-hour free Internet use each day if you take the ECF. In addition, 80 yuan’s free laundry service, 6 tins of free soft drinks, and so on. And for all of these, you will only need to pay another 20 yuan.”

Here I stopped to observe the reaction of the guest. He kept silence for a while, looking hesitated. Then I said. “Maybe your concern is not how much you will pay, but rather whether the room is worth the price. Would you like to make your decision after having a look at the show room？”

The guest felt very hard to turn down my warm-hearted offer, so he decided to take an executive room for three nights.

30、The guest booked a deluxe room in Lisa’s hotel（）

31、Lisa wanted to earn more money by recommending a higher-priced room（）

32、The guest can use the Internet for free is he takes the executive room（）

33、Lisa really knew why the guest hesitated（）

34、At last, the guest accepted Lisa’s suggestion（）