Up-selling Techniques & Benefits

Up-Selling Define as:

 Trying to convince customers to
buy extra menu items or upgrade
their current purchase. an easy way
to improve profits immediately. To
increase customer satisfaction and
check size.
 Benefits of up-selling:
1. Increased check average: By selling more items and
upgrades, we will increase the size of the average check in
our restaurant.
2. More customer satisfaction: When you as a server
practice good suggestive selling, it results in better service,
since customers are made aware of the best options that
are available to them.
3. More profitable sales: In addition to selling more items
or selling more expensive items, up-selling can increase
sales for menu items with the highest profit margins, as
servers we will learn to recommend the most profitable
items.
4. Better tips and job satisfaction for servers: Higher
check averages means higher tip rates, which will make
you as a server happy.

5. Higher check amount increase the service charge

(12%): higher check amounts will increase our service
charge, which will lead to more in our income.
 What To Up-Sell?
 Drinks: At the beginning of the dining experience,
servers can improve sales by suggesting drinks.
“Would you like Still or sparkling water?”
 Appropriate side dishes: Any time a customer orders
anything that would go well with something else, servers
should suggest the appropriate side dishes. which are the
perfect complement to his meal.
“Would you like to try our special panko breadcrumbs EPI
KATSU with your SALMON SOBA”
 Upgrade: At fast food, you used to hear, “Would you like
to super size that?” This is a classic example of up selling
through upgrades. At wagamama we can also offer up
grades.
“would you like to try our Japanese style rice with your
chicken chilli men”
 Most profitable items: Servers should always be
aware of which items on the menu are most profitable, so
that they can try to suggestively sell them. Most of the
side items are profitable for example, “Gyoza, Yasai
Gyoza, Raw salad & Ebi katsu). And the main course you
can suggest for example, “teriyaki Basa Fillet, Chicken
Ramen, Teriyaki Chicken Raisu & Wagamama Seafood
Ramen”
 Desserts: All servers should offer customers dessert after
clearing the plates, describing the sweets in mouthwatering
detail, can even plant the idea of dessert while customers
are finishing their meals by saying,
“Don’t forget to save room for dessert”, “ I recommend for
you our fresh home made Chilli Chocolate Cake”

 Kitchen Pushing Items: Sometimes kitchen ask for

selling some items which will be record as waste, so we
need to sell these items to help our store in minimizing our
waste which will be reflected in our sales, cost & waste
percentage.
How To Up-Sell?
1. Do not annoy the customer: The best time for
servers to up-sell is when the customer asks for their
opinion. Then, they can suggest whatever they want.
Otherwise, they can typically only choose 1 or 2 up-sells
without annoying the customer. It is important to be
subtle with your up-selling techniques. Otherwise, the
customer will feel pressured. Getting a few extra money
from the customer does not do any good if you
permanently lose that customer due to pushy up-selling
techniques.
2. Predetermine items and times for up-selling:
always up-sell certain menu items at certain times. For
example, mention our Revolution tea while you are taking
the drinks order, & after the meal show them with the
presentation box. Sure they will buy it.

3. Provide useful suggestions: Up-selling should

seem like good service rather than a sales it is best that
the server know everything about menu offerings so they
can practice good consultative selling and make
appropriate suggestions. (pairing, side item with main
dish).
4. Make the up-sell enticing and convincing:
Servers should be knowledgeable and seem excited
about the things they are selling. For example, servers
should not just ask, “Would you like a dessert?” Instead,
they should mention the benefits of getting a dessert and
make the dessert sound enticing: “Would you like to end
with something sweet? Our special today is chilli
chocolate cake with a vanilla ice cream.” Remember, a
lot of people really do want the item you are up-selling,
but perhaps they are hesitant to overindulge or spend too
much. All they need is to be convinced.
5. Up-sell to uncertain customers:
Customers who look at the menu a long time or seem
indecisive about what to order or hesitant in any way are
most open to suggestion. Servers should be trained to
read body language and attitude, so they can identify the
customers who might respond well to suggestions.
6) Mention your takeout:
Encourage customers to bring something home
with them, you can still offer them a take-out and
delivery menu to take home with them when they
leave. This could result in future take-out, if they
enjoyed their experience.
7. Try down-selling:
Although it is usually ignored, down-selling can
be the perfect alternative to up-selling,
especially in times of economic hardship. Down-
selling involves offering a more expensive option
first, and then offering a more economical
alternative when the customer refuses.
7. Cross-sell more profitable items:
Cross-selling your most profitable items is always a
good marketing technique. For example, if a customer is
considering ordering Amai Udon but the server knows
that Yaki Soba is more profitable with the same price but
has a higher profit margin he can suggest for it.
The Basics of Up-Selling:
 Servers are Salespeople Too:
Servers (also known as waiters and waitresses)are a key
part of your restaurant staff. Without good service, few
customers would return to any restaurant. A good server
does more than just wait on customers. He or she is a
salesperson. (Perhaps they should be called sellers,
instead.) They should not just be taking orders and
delivering food. They should be selling a product- your
restaurant menu.
 Up-Selling:
A good server knows how to up-sell. Up-selling is simply
getting a customer to spend more than he was originally
intending
 Up-Selling Basics
In a restaurant, up-selling should be done with a little more
finesse. The key to up-selling is to do it in a way that the
customer doesn’t know he or she is being sold something.
 Good Example: “Would you care for a slice of our
homemade chocolate layer cake. It is layered with a rich
chilli chocolate served with our signature vanilla ice
cream”
 Bad Example: “Do you want some dessert.”
 Offer dessert before the customer has a chance to think about it.
Describe it, make the customer want it. Make it sexy and tempting.
Suggest one or two desserts. And offer to follow up dessert with a hot
cup of coffee, perhaps a specialty coffee such as cappuccino or
espresso.
 Final Word on Up-selling (AT THE END)
Up-selling should be part of All servers should know
the basics of up-selling, from offering how to give a
mouthwatering description of menu items. Up-selling
not only increases restaurant sales, it makes for
bigger tips for servers and it shows customers that
your staff is knowledgeable as well as friendly.
 Thanks for your interest
& your efforts to make our job
more interesting by attending
Our training….
 Any question please don’t
Hesitate.