Part I

Training Session Topic: Upselling

Training Topic Title: “Upselling the Sell!”

This training session is designed to give employees of Auntie Anne’s/Fresh

Description: Dining Concepts the opportunity to examine a wide variety of strategies and
techniques to use for upselling.

The purpose of this training session is to better equip employees of Auntie

Purpose: Anne’s/Fresh Dining Concepts with an arsenal of strategies and techniques that
can be used while working the register station and completing transactions with
customers.

Target Audience: The target audience are the 8 employees of Auntie Anne’s located at the kiosk at
Valley View Mall in Roanoke, VA.

The audience is a group of African American men and women whose ages range
between 16 and 48 years old. The group is comprised of 2 women and 6 men. 3 of
the males are college students, and 1 male is currently in high school. All of the
employees have expressed that they are kinesthetic/tactile learners and learn best
Audience Analysis and through hands-on activities. 2 (1 male and 1 female) of the employees work 2 jobs.
Characteristics: 3 (2 females and 1 male) of the employees have children. 2 males have learning
disabilities. Both require that directions be spoken loudly, slowly and repeated
when necessary. 1 male is diabetic. 2 males and 1 female have high blood
pressure. 2 males identify as gay. 1 female has cataracts and has a difficult time
seeing small print.

Length of Training Session: The training session will last for a total of 8 hours.

 Employees will research and examine upselling strategies and techniques.

Learning Goals:  Employees will determine what strategies and techniques are best suited
to use based on their personality.
Part II

Employees will use self-directed learning techniques to create a poster to….

 Knowledge: list potential techniques for upselling at a restaurant.
 Comprehension: describe upselling techniques and how they can be applied to selling
the products of Auntie Anne’s.
Defined  Application: illustrate what it looks like to implement the upselling techniques.
Goals:  Analysis: examine various upselling techniques and distinguish between effective and
ineffective upselling techniques.
 Synthesis: formulate a script that can be used when applying upselling techniques.
 Evaluation: rank upselling techniques as most applicable to least.

 The employees will use technology to list potential techniques for upselling at a
restaurant with 95% accuracy as measured by observation.
 The employees will describe upselling techniques and how they can be applied to
selling the products of Auntie Anne’s with 85% accuracy as measured by observation.
 The employees will illustrate on butcher’s paper what it looks like to implement the
upselling techniques with 90% accuracy as measured by a rubric.
Learning  The employees will examine various upselling techniques and distinguish between
Objectives: effective and ineffective techniques by placing an “X” on the ineffective techniques
with 95% accuracy as measured by observation.
 The employees will formulate a script that can be used when applying upselling
techniques to use during role playing as well as during real-life tasks with 85%
accuracy as measured by observation.
 The employees will rank upselling techniques as most applicable to least by rating the
techniques on a scale from 1 to 10 with 95% accuracy as measured by observation.

 Indirect Instruction (The lesson will be student-centered that will include reading,
reviewing, group discussions, sharing, brainstorming, and learning cooperatively. The
Instructional instructor will facilitate learning.)
Strategies  Experiential Learning (Learners will role-play as the practice upselling to one another.)
and  Independent Learning (Learners will research techniques and computer-assisted
Activities: learning.)
 Interactive Instruction (Learners will gain knowledge collaboratively as well as take
advantage of hands-on opportunities for learning.)

 Employees will rely on the use of laptops, smartphones, iPads, etc. to research their list
of potential upselling techniques and strategies.
Instructional  Employees will use laptops, smartphones, iPads, etc. to view the menu of Auntie
Technologies Anne’s.
:  Employees will rely on laptops, smartphones, iPads, etc. to view the website
(https://www.forketers.com/tips-upselling-restaurants/) to gather strategies and
techniques for upselling.
Part III

Resources and Materials:
 Laptops/smartphones/iPads/etc.
 Butcher’s Paper
 Markers
 Auntie Anne’s menu
 Pencils/Pens
 https://www.forketers.com/tips-upselling-restaurants/

Total Length of Time: 8 hours

 Employees of Auntie Anne’s/Fresh Dining Concepts (Learners)

Individuals Involved in  Facilitator
Implementation:  Administrators

I will communicate the training to participants a month ahead of time. I will

provide special invitations to invite the employees to the training session. I will
also post posters in common areas to make the employees aware. I will also have
the store manager announce the training session in a store meeting. During the
meeting, I will give the employees something to look forward to, give them
details and answer questions.

The training session will be held on a Monday because Mondays are slow days
for transactions. The training session will be completed in one day due to the
challenge of not being able to surrender another day.

The employees will gather within the conference room area of the Williamson
Road Library. The conference room consists of a large conference table with
chairs; a large-screen television with the capability of using as a computer
Implementation: monitor; and ample amount of plug outlets to be used as needed.

Methods to Assess Learning:

 Thumbs up – thumbs down: Employees will be asked throughout
the lesson to assess their understanding by providing either a
thumbs up or a thumbs down.
 Reflection: Employees will be asked to write a paragraph about
what they have learned.
 Discussions
 Rubric
 Poster
 Role-playing
 Observations
Part IV

The evaluation instruments that will be created are rubrics and observation forms. The rubrics will have two basic
categories upon which the employees have the opportunity of earning a total of 100 points.

0 20 30 40 50

Employee created a Employee created a Employee created a Employee created a Employee created a
poster with at least poster with at least poster with at least poster with at least poster with at least
0 techniques for 1-3 techniques for 4-6 techniques for 7-9 techniques for 10 techniques for
upselling illustrated. upselling illustrated. upselling illustrated. upselling illustrated. upselling illustrated.

Employee provided Employee provided Employee provided Employee provided Employee provided
a description of 0 a description of 1-3 a description of 4-6 a description of 7-9 a description of all
illustrations. illustrations. illustrations. illustrations. 10 illustrations.

Total points

The observation form will be basic. The facilitator will be able to write the employee’s name and provide notes
concerning employee’s choices of effective and ineffective techniques, ranking of techniques and scripts.

Employee Notes