Upgrading and Upselling
-- Chain Leader, 9/1/2007
It never hurts to ask. Most successful foodservice operators train their staff to upsell or suggestive sell. Here are some tips for helping employees raise sales and tips while brewing a cup.
Don’t use a script. Customers see right through this, and feel as if they are not being treated as individuals, but rather as just another customer moving through the line.
Want fries with that? Baristas can offer pastries or savory snacks appropriate for each daypart and each guest. A well-trained server will notice that a customer ordering a sugar-free latte might welcome a suggestion for a low-fat lemon cookie.
Pairing menu. Along the same vein, if a customer purchases a regular coffee with his apple cinnamon roll, an employee might suggest adding a flavor upgrade such as caramel to his cup.
Pay attention to the kitchen. If a server knows that pumpkin bread has just come out of the oven, she can entice customers to get it while it’s hot.
Taste everything. Employees are more enthusiastic and knowledgeable about menu offerings, including coffee blends, if they have tasted and enjoyed them.