UP
UP
UP
3 What is Up-selling ?Up-selling is a sales technique permitting to increase revenues with the same
number of covers, therefore increasing a restaurant’s guest check average.
4 Basic examplesFast food restaurants : When you order a burger, you will often be asked” do you want
fries with that?”Or : Today’s soup is Italian Clam Soup “Zuppa Di Vongole”, we also have our Lobster
Bisque a traditional exquisite dish.The Watercress and Fresh Pear Salad is also very popular.
7 When can you up-sell ? Water Aperitif Appetizer Daily special Wine
DessertCoffeeDigestive
8 Professionalism in up-selling
Know all your menu items (taste, preparation, presentation)Know the product nameKnow the value of
your productKnow the selling priceKnow at least 2 options when up-selling (choose items you usually
like)Know your guests profile, assess you host who is your key customer
11 Successful up-selling
Direct all communication to the host and pay attention to cues. This means that if the host frowns when
you initiate suggestive selling towards him/her, stop suggestive selling immediately and simply present
the menus.
12 If you are asked to describe a particular item by a guest, certainly provide an accurate description,
but do not blather ad infinitum, with superlatives.After you have engaged the host comfortably, and it is
not disruptive to your presentation, quietly suggest one or two appropriate wines (within an expected
agreeable price range) to the host and then allow him/her to make the table’s selection.Before reciting
desserts, ask the host discreetly if he is interested in your “special desserts” or dessert wines. Same goes
for specialty coffees. His body language will reveal plenty.
13 Up-selling can be a win-win for everyone, but the customer must win first.
Try to offer items that may not be on the menu and also guide your guests through the dining
experience so that they can fully enjoy your wonderful restaurant.Short-term “overselling”, putting your
guests in situations where they feel put on the spot or embarrassed into buying more expensive menu
items, or where they feel a loss of control with respect to this business transaction will hurt your
restaurant.You have to put the needs of your customer first, the money follows!
18 ! ! ! !Instead of taking a personal interest in the guest, the server (now a sales person) is armed and
ready to spew forth as many "sales techniques" as are needed to pump up the check average and in
theory their tip.Will the guest notice the insincerity of the sales pitch? Maybe, maybe not, but I can
guarantee you that, people are very perceptive and know when they are being impersonally "sold," as
opposed to being "served" by a server who is there to genuinely take care of them.