Page 20 - GBC winter issue ENG 2019

3. Command: “I can add fries for $4?” Hide a command in a ques- tion. This is one of the top upselling tips. Plus, it’s hard to say no when a server makes a personal request by saying “I.”
4. Describe: “Would you like a side of fresh, steamed broccoli topped with melted, smoked cheddar?” Want to increase sales of speci c menu items by 27%? A Cornell University study recommends rich, vivid descriptions. This is one of the best upselling tips for your servers – and your restau- rant menu design.
5. Fear Of Missing Out (FOMO):
“We’ve got just 4 specials left. I can put your order in now.” As far as upselling tips go, it’s a no brainer. The server becomes the guest’s hero, ensuring they don’t miss out on a hot seller. At the same time, the server is upselling from a regular menu item to the night’s special. Your nightly specials should be priced for a high pro t margin. Many guests assume specials are a great value – often ordering them without asking the price.
6. Go-To List: “My 3 entrée sugges- tions for you are...” Upselling tips are made easy with a go-to list of the top 3 highest pro t margin items for every menu section. Managers should train waitstaff to memorize the 3 items. That way, servers are ready with the most pro table answer when a guest asks “what do you recommend?”
7. In uence: “Would you like wings and rings to start? It’s our most popular appetizer.” Popu- lar. Best-selling. In-demand. Servers should highlight top sell- ers. This is one of the best restau- rant upselling tips for indecisive guests.
8.Knowledge: “These tacos pair perfectly with pale ale.” Knowl- edge is power when it comes to upselling tips. When servers take entrée orders, they should offer pairing recommendations – like the 6 best beers to pair with tacos.
9.Largest: “Would you like the 12-ounce steak?” When a guest says “I’ll have the steak” – con rm their order with the larg- er size. If the guest had the 8-ounce steak in mind, they’ll just correct you. Assuming the larger size is one of the easiest upselling tips.
10.Recommend: “I just tried the chef’s new vodka sauce – it’s great, you’ll love it.” Ensure your waitstaff tries every menu item so they can make personal recommendations. As far as upselling tips go, this is essen- tial. When a server knows the menu, he or she can use more vivid descriptions – which can increase sales by 27%.
11.Takeout: “Since you’re full, I can pack up desserts to go!” When guests are too stuffed for dessert, make them feel FOMO with upselling tips for takeout. “I don’t want you to miss out on our chef’s cheesecake...you can take it home.”
12.What’s In It For Me (WIIFM):
“Want to try our black n’ blue burger? It’s a lling half-pound burger.” Does your waitstaff speak in features...or bene ts? The best upselling tips revolve around this golden rule: tell guests how the menu item bene- ts them. In this example, the server highlights the burger’s size – and how it provides a ll- ing meal.
IT’S ALL ABOUT THE GUEST EXPERIENCE
It is critical to address your servers’ attitudes and concerns about upselling. You are in the hospitality business and the goal is to give each guest the best experience possible!
Teach your waitstaff that they are actually improving the guest’s experience by suggesting speci c menu items, portion sizes, add-ons, etc. By suggesting to a guest that they order your best item on the menu, even though it may be your most expensive entrée, will almost guarantee they’ll love their meal. And when they love their meal, no matter what they paid for it, they are satis ed customers.
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ENDNOTES
1 https://therestaurantexpert.com/upselling-important-guest-experience/
2 https://www.webstaurantstore.com/blog/188/how-to-upsell-in-your-restaurant.html
3 https://www.forketers.com/tips-upselling-restaurants/
4 https://www.buzztime.com/business/blog/upselling-tips-z-26-phrases-servers-say-bigger-sales/
20 Golf Business Canada