Up-selling in Restaurant

7/21/2019 Up-selling in Restaurant

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Up-selling

InRestaurants

Akshay

Khanna


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Sales in Restaurant Business.

What is Sales?

Sales Techniques .

The Up-selling process.

Handling Difficult Up-selling Situations.

earning !"#ecti$es


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Sales in Restaurant Business

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Sales in Restaurant Business&'(ont.)

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,,


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$olution of Sales


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What is Selling?

Selling is All about having (on$ersations.

All abouthelping custo/ers by

Making ane/otional connect. Making them feelco/forta"le.

Matching theirneeds 0 1ants .

Finding asolution to their problems.

All aboutWinning.

ost "asic aspect of 3our "usiness.

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What is Selling?...'(ont.)

Selling is 5 people6s "usiness.

People buy from the ones they li7e and trust.

More than the sale, the effort to "uild relationship /atters. To achieve sale, you must

Build a good lasting relationship.

Be clear and genuine.

a7e the sale inside this relationship.

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The Sales 9rocess

What /a7es a good Sales 9erson?


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The Sales 9rocess


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Sales Techniques


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:. Up-selling Reco//ending an enhanced or additional product or

ser$ice that is consistent 1ith guest6s needs and 1ants and is o$er

and a"o$e 1hat he0she 1ould ha$e ordered.

%. (ross Selling Reco//ending an alternati$e or additional

feature or ser$ice that is consistent 1ith guest require/ents.

Sales Techniques

2. Suggesti$e Selling Increasing a guest6s original order "3gi$ing suggestions ; Ideas and in turn increasing his satisfaction

; a$erage spend.


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UpsellingUpselling ervers use up!selling to convince customers into buying

e"tra menu items or upgrade their current purchase. #.g. French Fries

$ith cheese instead of French Fries, A %ocktail $ith &rey &oose '

Absolut instead of pouring brand of (odka.

5d$antages of Up-selling

)ncreased Average per check.

#nhanced customer e"perience.

*etter %ustomer Feedback scores. *etter tips.

+igher ob satisfaction.

#nsures -epeat *usiness.


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What can 3ou Up-sell

/rinks

Appeti0ers

ide dishes such as ide salads

Add!ons such as %arameli0ed nions, &uacamole etc.

/esserts

2pgrades

Most Profitable )tems ' lo$ Moving )tems

pecials of the /ay

Upselling&'(ont.)


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:,

The Up-selling 9rocess


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R(I9 9!9Analytical, 2se facts, e"amples, details.

%onsistent and habitual

Respond toThorough, accurate descriptions

Minimal risks

=TR> 9!9Forceful and persistent

%ontrolling and competitive

Respond to#fficiency

*riefly stated options 8 probabilities

B5RBU 9!9Friendly and empathetic

AccommodatingPersonal relationships

Respond toupportiveness , uggestions#motions 8 &ut Feelings

DSSRT 9!9Poised and sociables

FashionablePersonal contact

Respond toTrends and tatus

)ncentives

9otential (usto/ers&'(ont.)


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2:

@no1 Aour 9roduct


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%. @no1ledge and 5"ilit3 9no$ your menu ' product.

*e thorough $ith the basics, e.g., proprietary ' preparatory

sauces.

-espect the religious taboos e.g., 9osher ' +alal ' Pork.

Make specific suggestions, don:t be vague.

@no1 Aour 9roduct &'(ont.)


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2%

5pproaching The uest


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Selling is an C5rt6 and requires the follo1ing "asics

5. irst I/pressions

Personal presentation.

Tone of (oice.

Mannerisms 8 &estures.

Phrases ' ;ords used.

5pproaching&'(ont.)


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B. 5ttitude Maintain eye %ontact 8 .you are ?!n Stage6.

5pproaching&'(ont.)


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Identif3ing (usto/er6s

=eeds ; Wants?


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@

unnel Technique

!9= =DD USTI!=S

(!SD =DD USTI!=S

5DI=

USTI!=S

uestions 1hich /oti$ate the guest to gi$e detailedans1ers

uestions 1hich pro$ide specific factualinfor/ation

uestions useful for confir/ing 3ourunderstanding of guest6s needs.

These elicit a CAS6 or C=!6 response

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2 ffecti$e istening

Face the customer $ho is talking to you

Maintain eye!contact

/o not interrupt the customer

Avoid distractions

Ackno$ledge the guests: emotion

#mpathi0e $ith the customer.

2se $ords to indicate that you are follo$ing


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%E

a7ing The Sale


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%:

a7ing The Sale&'(ont.)


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%2

The Sales 9rocess

Value is what you g

Price is what you

a7ing The Sale&'(ont.)


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Handling Difficult

Up-selling Situations


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Difficult Situations

:. Aour Suggestion is not accepted


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Difficult Situations&'(ont.)

%. The uest co/plains a"out the price. ffer an alternative that is less e"pensive.

*. uest does not 1ant an3 suggestions.

Apologi0e. uietly


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%,

The critical thing to remember is that

Creat ser$ice6is the most important touch point.

)t is a pre!re=uisite of C5ttracting6 ; CRetaining6 the customers.

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6@

Re/e/"er

/o not hesitate to 2p!ell


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Belie$e


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Thank you

and

Happy Selling

Documents

Up-selling in Restaurant