Upsell Skills

SUMMARY Don‟t be scared of an objection - As professional YOU CAN HANDLE IT! Some customers may have tried our suggestion and don‟t LIKE IT If a guest challenges your suggestion, “have you tried it yourself?” then ANSWER CONFIDENTLY! Some customers just say “NO” to our recommendation. If the customer is unfriendly or disinterested then STOP SELLING!
WHEN IS THE BEST TIME TO MAKE SUGGESTION? •When presenting the menu (for Coffee Shop) •After serving the aperitif, before guests read the menu (for Fine Dining) •After cleared-up the table, then we try to suggest for the dessert
Better working environment More profit – more money for the staff
It‟s better service We sell more
We look more professional
Learning HOW TO SELL BETTER! •Selling By Suggestion •Handling Objective •Selling High Profit Items •Describing Menu Items •Positive Buying Signals/ Confirm the Items
“Everything is good, but this is our specialty/ my favourite”
“Have you tried it yourself?” 1. “Yes, and it is very good” POSSIBLE SOLUTIONS: 2. “I haven‟t tried it but many guests gave good comments”
•Dealing with “NO”/ Offering Alternatives
•Overcoming Hesitation •Checking Satisfaction
SELLING BY SUGGESTION
What is the advantage of SELLING BY SUGGESTION?
We come to the table and the guest tells us right away that he wants a steak, WHAT CAN WE DO?
We have to sell extra items (such as) :
•Side Salad
•A glass of red wine/ drink •Appetizer •Soup •Etc
•REINFORCE THE GUEST‟S CHOICE If the guest wants orange juice, we should say : “Good choice Madam/ Sir, Orange juice is a suitable drink for this afternoon.”
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Saves Time
More Professional Image Builds Rapport
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Increase Sales
Reduce Cost
BE SPECIFIC Compare between these ones:
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Would you like to try our cocktail of the week, Pina Colada?
•The guest might have seen them but don‟t know/ understand
•When he reads it doesn‟t sound as good as when we say it
•We can add/ include a lot of extra info
EFFECTIVE : 1. “Would you like ………..?” 2. “May I suggest ………….?” 3. “Can I recommend ………?”
4. “The …….. is very good.”
NOT SO GOOD :
1. “You must/ should try ………..?” 2. “May I offer you ………….?” 3. “Today the chef recommends ………?” 4. “Would you care for ……..” BE SPECIFIC AND SOUND SINCERE
HIGH PROFIT ITEMS THERE ARE TWO BASIC WAYS TO INCREASE REVENUES •We can sell additional or „extra‟ items to our guest •We can persuade the guest towards the high profit item in any menu category
SUMMARY
•Be a Sales person, not an order taker
•Sell Extras!
•Sell high profit items every chance we get
•Remember how to sell – make specific suggestion
WHY SHOULD WE SELL HIGH PROFIT ITEMS? •There may be little or no different to the guest but a big difference in profit to us •We make more money by selling these items
Food & Beverage Up-selling Skills Training
FOOD AND BEVERAGE UPSELLING SKILLS TRAINING
The Objective of Our Program is to
INCREASE SALES!
What is the different between a sales person and an order taker?
•Report to supervisor
TYPE OF OBJECTION :
“Why are you pushing the ….?” “Only the ….. is good?” “Have you tried it yourself?”
POSSIBLE SOLUTIONS “Why are you pushing the Cheese cake?” POSSIBLE SOLUTIONS: 1. “This week is Cheese cake week” OR “Only the Cheese cake is good?” 2. “Because it is our POSSIBLE SOLUTIONS: specialty”
WHAT TO DO IF A GUEST HAD
BAD EXPERIENCE!
You recommend an item and the guest says “Oh, I tried it once and it was NO GOOD!!” •Apologize •Find out what was wrong •Suggest something else
DESCRIBING MENU ITEMS
“Good Descriptions are like good advertising.”
“We want to paint a picture in the guest mind”
WHY DO WE HAVE TO DESCRIBE ITEMS WHEN WE ALREADY HAVE DESCRIPTIONS ON OUR MENUS AND DRINK LISTS? •The guest might not have read the descriptions written
An Order Taker An Sales Person
Just ask “WHAT DO YOU WANT?” MAKES SUGGESTION AND HELPS THE GUEST TO ORDER
WHY is it GOOD to be a sales person? More job satisfaction We increase our skills Customer will respect us more
WHEN SHOULD WE •Every time we make a suggestion
WHAT MAKES SOME ITEMS HIGH OR LOW COST?
•Sales Price
•Actual Cost •Replacement cost of new stock •Preparation time •Skills required to present/ prepare the item •How long the item can be stored
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Would you like a drink?
WHY IS THE FIRST ONE MORE EFFECTIVE
WHAT EXPRESSIONS CAN WE USE TO MAKE SPECIFIC SUGGESTIONS? Creates an image in the guest‟s mind which will encourage him/ her to buy!
SUMMARY •Be a SALES PERSON, not an ORDER TAKER •Don‟t worry about “NO” •Make SPECIFIC SUGGESTION •Used words and suggestions that SELL •How we speak is MORE IMPORTANT than what we say
These additional items can be served in additional to the main item!
WHAT ARE HIGH PROFIT ITEMS?
FOOD AND BEVERAGE ITEMS WHICH MAKE MORE MONEY FOR THE HOTEL
HANDLING OBJECTIONS WHAT TO DO IF A GUEST SAYS “NO”….? •As long as the guest is friendly, just SUGGEST SOMETHING ELSE •If the guest is unfriendly or disinterested, then STOP TRYING TO SELL Just ask if he/ she would like anything else •What to do if a guest already decided : THE GUEST SAY, “NO, I‟D RATHER HAVE ……”