Effective Upselling Techniques for Your Restaurant
Upselling is an art that can significantly boost your restaurant's profits when done right. It's all about enhancing the customer's dining experience while subtly encouraging them to spend a bit more. Here are six proven techniques to help your staff upsell effectively:
Teach your team the 'assumption close' technique.
The Assumption Close technique is a sales closing strategy where a salesperson assumes that the prospect has already agreed to make a purchase or take a specific action. This technique is based on the idea that by confidently proceeding as if the sale is already a done deal, the prospect is more likely to go along with it, provided they have shown positive buying signals throughout the sales process. Here's how the Assumption Close technique works:
For example, instead of "Did you want to start with an appetizer?”, try "What are we thinking for an appetizer - calamari, hummus etc."
Suggest Complimentary Extras
Encourage your team to offer additional items like extra toppings or sides that complement a dish. For instance, suggest an egg or bacon on a cheeseburger or garlic bread with a pasta dish. These small add-ons can significantly boost your profits without overwhelming the customer.
Recommend specific dishes or beverages that complement what the customer has already ordered. Offer options like "Would you like to start with our popular appetizer?" or "Can I suggest our signature cocktail to go with that?"
Timing is Everything
Upsell strategically by choosing the right moment. Start with a drink or an appetizer as soon as customers are seated, add extras depending on what they order, and suggest desserts or coffee after their meal. This natural progression aligns with the dining experience, increasing the likelihood of acceptance.
Focus on High-Profit Items
Guide your team to subtly recommend more expensive items with higher profit margins. This could be a premium wine or an upscale entrée. Ensure there’s a good reason behind the suggestion to make it feel genuine and not forced.
Menu Design and Placement
Utilize your menu as an upselling tool. Place high-profit items in the top right corner where customers tend to look first. Use appetizing descriptions to make these items irresistible.
Train Servers to Build Rapport
Your wait staff should be well-versed in the menu to make informed recommendations. Encouraging them to sample specials enables them to provide genuine suggestions. Building rapport with customers also allows for more natural upselling opportunities.
The Dos and Don'ts of Upselling
Avoid being pushy: If a customer declines a suggestion, respect their decision. The goal is to enhance their experience, not to pressure them.
Pose Suggestions as Questions: Frame recommendations as questions to give customers a sense of control. This approach is less intrusive and more likely to spark interest.
By incorporating these upselling techniques, your restaurant can increase its average ticket size while ensuring customers leave happy and satisfied. Remember, effective upselling is as much about improving the customer's experience as it is about boosting your bottom line.