Page 99 - Waiter-Learner Manual (ENGLISH).indd

MODULE 7: FOOD & BEVERAGE CONTROL AND SELLING TECHNIQUES

Suggest the unusual:

People dine out to get away from the routine fare they have at home. And most
people don’t know what they want to order when they arrive.
Suggest foods and beverages that naturally go together:

Soups and sandwiches, bacon and eggs, steak and baked potatoes, coffee and
dessert.

Compliment guest’s choice.

Make guests feel good their choice even if they don’t order what you suggest.
Remember to always ask for the sale. After you suggest and describe an item, ask
if the guest would like it. A good way to do this is to describe several items and ask
which the guest would prefer: “A glass of cabernet sauvignon (white wine) or light
merlot (red wine) would go very well with your six-cheese lasagne. Which would you
prefer?”

7.2 Understanding your customer

As a service provider you should have a clear picture of your customer needs, and a bit
of their background. Understanding of their background and characteristics help you
design and deliver service accordingly – increased service efficiency leads to better
customer satisfaction.

The following table indicates characteristics of target groups. It is essential you understand
your customers, so that you can design and deliver the products and services accordingly.

Target Group Characteristics
Teens, and young
adults Come in crowds, service needs to be fast. Prefer fast food.
Families do not spend extended time in restaurants; special
Families and children attention is needed for kids. Try to provide materials to draw
and play. Keep them busy.

Need more attention, always be courteous, if you serve
Seniors citizen
them well, they will return.

Love to explore new dishes, expects high level of hygiene
Tourists
and some standards.
Do not like to be disturbed, have less time to spend during
Business people
mealtime.
Explains very well the dishes, ingredients and how it is
Vegetarians
cooked.

Lunch break crowd Expects service and food be very fast – limited time.

99