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Up-Selling in Restaurants: Akshay Khanna

This document discusses up-selling techniques for restaurants. It defines up-selling as recommending enhanced or additional products to match a customer's needs. The up-selling process involves identifying potential customers, knowing the menu thoroughly, approaching customers to understand their wants, and making the sale while handling difficult situations. Key aspects of up-selling include building trust with customers, listening to identify needs, offering specific suggestions, and ensuring an improved customer experience.

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Sagar Chougule
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685 views

Up-Selling in Restaurants: Akshay Khanna

This document discusses up-selling techniques for restaurants. It defines up-selling as recommending enhanced or additional products to match a customer's needs. The up-selling process involves identifying potential customers, knowing the menu thoroughly, approaching customers to understand their wants, and making the sale while handling difficult situations. Key aspects of up-selling include building trust with customers, listening to identify needs, offering specific suggestions, and ensuring an improved customer experience.

Uploaded by

Sagar Chougule
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
You are on page 1/ 39

Up-selling

In
Restaurants

Akshay Khanna
Learning Objectives

 Sales in Restaurant Business.

 What is Sales?

 Sales Techniques .

 The Up-selling process.

 Handling Difficult Up-selling Situations.

2
Sales in Restaurant Business

3
3
Sales in Restaurant Business…(Cont.)

4
Sales in Restaurant Business…(Cont.)

5
Sales in Restaurant Business…(Cont.)

6
Evolution of Sales
What is Selling?

Selling is :
 All about having Conversations.
 All about helping customers by :
 Making an emotional connect.
 Making them feel comfortable.
 Matching their needs / wants .
 Finding a solution to their problems.

 All about Winning.


 Most basic aspect of your business.

8
What is Selling?...(Cont.)

Selling is :
 A people’s business.
 People buy from the ones they like and trust.
 More than the sale, the effort to build relationship matters.
 To achieve sale, you must :
 Build a good lasting relationship.
 Be clear and genuine.
 Make the sale inside this relationship.

9
What makes a good Sales Person?

The Sales Process


The Sales Process
Sales Techniques
Sales Techniques
1. Up-selling : Recommending an enhanced or additional product or
service that is consistent with guest’s needs and wants and is over
and above what he/she would have ordered.

2. Suggestive Selling : Increasing a guest’s original order by


giving suggestions & Ideas and in turn increasing his satisfaction
& average spend.

3. Cross Selling : Recommending an alternative or additional


feature or service that is consistent with guest requirements.

13
Upselling
Upselling : Servers use up-selling to convince customers into buying
extra menu items or upgrade their current purchase. E.g. French Fries
with cheese instead of French Fries, A Cocktail with Grey Goose /
Absolut instead of pouring brand of Vodka.

Advantages of Up-selling:
 Increased Average per check.
 Enhanced customer experience.
 Better Customer Feedback scores.
 Better tips.
 Higher Job satisfaction.
 Ensures Repeat Business. 14
Upselling…(Cont.)
What can you Up-sell:
 Drinks
 Appetizers
 Side dishes such as Side salads
 Add-ons such as Caramelized Onions, Guacamole etc.
 Desserts
 Upgrades
 Most Profitable Items / Slow Moving Items
 Specials of the Day

15
The Up-selling Process

16
Identifying Potential Customers

17
1 2

18
3 4

19
Potential Customers…(Cont.)
RECIPE PEOPLE ENTRÉE PEOPLE
Analytical, Use facts, examples, details. Forceful and persistent
Consistent and habitual Controlling and competitive

Respond to: Respond to:


Thorough, accurate descriptions Efficiency
Minimal risks Briefly stated options & probabilities

BARBEQUE PEOPLE DESSERT PEOPLE


Friendly and empathetic Poised and sociables
Accommodating Fashionable
Personal relationships Personal contact

Respond to: Respond to:


Supportiveness , Suggestions Trends and Status
Emotions & Gut Feelings Incentives 20
Know Your Product

21
Know Your Product …(Cont.)

3. Knowledge and Ability :


 Know your menu / product.
 Be thorough with the basics, e.g., proprietary / preparatory
sauces.
 Respect the religious taboos e.g., Kosher / Halal / Pork.
 Make specific suggestions, don’t be vague.

22
Approaching The Guest

23
Approaching…(Cont.)

Selling is an ‘Art’ and requires the following basics:

A. First Impressions :
 Personal presentation.
 Tone of Voice.
 Mannerisms & Gestures.
 Phrases / Words used.

24
Approaching…(Cont.)

B. Attitude :
 Maintain eye Contact & Listen Attentively .
 Ask the right questions.
 Know your customers.
 Anticipate customer’s needs.
 Engage your customers in the Selling activity.
 Be confident, courteous and proud….you are ‘On Stage’.

25
Identifying Customer’s
Needs & Wants?
1 Funnel Technique

OPEN ENDED QUESTIONS


Questions which motivate the guest to give detailed
answers

CLOSED ENDED QUESTIONS


Questions which provide specific factual
information

LEADING
QUESTIONS
Questions useful for confirming your
understanding of guest’s needs.
These elicit a ‘YES’ or ‘NO’ response
27
2 Effective Listening

 Face the customer who is talking to you


 Maintain eye-contact
 Do not interrupt the customer
 Avoid distractions
 Acknowledge the guests’ emotion
 Empathize with the customer.
 Use words to indicate that you are following
28
29
Making The Sale

30
Making The Sale…(Cont.)

31
Making
The The
SalesSale…(Cont.)
Process

“Price is what you pay


Value is what you get”

32
Handling Difficult
Up-selling Situations
Difficult Situations
1. Your Suggestion is not accepted
 Listen carefully to the refusal .
 Offer an alternative that might still interest the guest .

2. Guest Complains about the item you suggested


 Listen.
 Apologize & Empathize.
 Thank the Guest.
 Immediately inform the supervisor / manager .

34
Difficult Situations…(Cont.)
3. The Guest complains about the price.
 Offer an alternative that is less expensive.

4. Guest does not want any suggestions.


 Apologize.
 Quietly Leave & come back when the guest is ready to order

35
The critical thing to remember is that
‘Great service’
is the most important touch point.

It is a pre-requisite of ‘Attracting’ & ‘Retaining’ the customers.


36
Remember

 Do not hesitate to Up-Sell


 Listen to the Guest and be sensitive to his needs / wants.
 Do not be concerned about the price …most guests have taken
our prices into consideration before choosing us.
 Make specific recommendations… Do not say everything is Good
 Aim to add value to his / her service experience.
 Remember that customers like to feel like “They are in charge” at
all times.
 Do be pushy with Up-selling.
37
Believe
Thank you

and

Happy Selling …… 

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