The Need…..

The Individual
• Leads to confidence in selling.
• Increased receptivity towards guests needs.
• Improved performance.

The Organization
• Leads to better performance.
• Increase in sales

The Guest
• Overall improvement in “satisfaction levels”.
• Better service
The Topic…..

FOOD AND BEVERAGE SUGGESTIVE SELLING

The Range…..

• One and a half hour – Hour Session.

• Inter-active and participative.(Role Plays!!)

• OHP.
 SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION - HOW TO RECOMMEND MENU ITEMS.

MODULE 2 HANDLING OBJECTION -WHAT TO DO WHEN PEOPLE CHALLENGE OUR

RECOMMENDATION

MODULE 3 DESCRIBING MENU ITEMS - HOW TO DESCRIBE MENU ITEMS IN A WAY

THAT MAKES GUESTS WANT TO BUY.

MODULE 4 POSITIVE BUYING SIGNALS - READING THE POSITIVE BODY LANGUAGE OF

GUEST TO SEE HOW INTERESTED THEY ARE.

MODULE 5 NEGATIVE BUYING SIGNALS - READING THE NEGATIVE BODY LANGUAGE

OF GUESTS

MODULE 6 OFFERING ALTERNATIVES - WHAT TO DO WHEN A GUEST SAYS ‘NO’

MODULE 7 CHECKING SATISFACTION - HOW TO FOLLOW UP AFTER SELLING

SOMETHING TO A GUEST.
The Objective…..

By the end of this session, you will understand

guests buying signals and how to use them for
suggestive selling.
 SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION - HOW TO RECOMMEND MENU ITEMS.
 SELLING BY SUGGESTION - 1
SUGGESTING FOOD / DRINKS IN A WAY THAT WILL MAKE OUR GUESTS FEEL
WE ARE HELPFUL AND CONFIDENT, NOT PUSHY
HOW DOES IT HELP IF WE GIVE SUGGESTIONS RATHER THAN WAITING FOR THE
GUEST TO MAKE UP HIS / HER MIND.

MORE
PROFESSIONAL SAVES TIME
IMAGE

BUILDS RAPPORT

INCREASES SALES REDUCE COSTS

 SELLING BY SUGGESTION -2
BE SPECIFIC
LISTEN TO THESE TWO SUGGESTIONS:

1) “Would you like to try today’s SPECIAL COCKTAIL - PINA COLADA?”

2) “Would you like A DRINK? ”

WHY IS THE FIRST ONE - THE SPECIFIC SUGGESTION - MORE

EFFECTIVE?

- CREATE AN IMAGE IN THE GUEST’S MIND WHICH WILL ENCOURAGE HIM / HER TO BUY:
SUGGEST, DON’T DO ANY “ADVERTISING”

-
DOES THAT MEAN THAT WE CAN ONLY SUGGEST ONE ITEM AT A TIME ?
ACTUALLY YOU CAN 2 OR 3 ITEMS.
EXAMPLE:” MAY I SUGGEST CHEESECAKE FOR DESSERT OR PERHAPS SOME
FRESH STRAWBERRIES “

THE MAIN POINT IS TO MENTION SPECIFIC ITEMS.

 SELLING BY SUGGESTION -3
EXPRESSIONS THAT SELL NOT SO GOOD:

- “WOULD YOU LIKE.......”
- “MAY I SUGGEST...........”
- “I CAN RECOMMEND......”
- “THE ...IS VERY GOOD TODAY”
- “PERHAPS YOU WOULD LIKE.....”
- “YOU MUST / SHOULD TRY...”(ONLY GOOD WITH PEOPLE
YOU KNOW WELL)
- “COULD I POSSIBLY SUGGEST ...”(TENTATIVE, NOT
CONFIDENT)
- “MAY I OFFER YOU....” (SOUNDS LIKE IT’S FREE)
- “TODAY THE CHEF RECOMMENDS..” (NOT PERSONAL
ENOUGH)

- “HOW ABOUT.......” - “WOULD YOU CARE FOR...” (VERY FORMAL)

- “YOU MIGHT LIKE.....” _ “PLEASE TRY....’ (BEGGING)

WHEN SELLING, WE NEED TO

USE THE RIGHT TONE. THE WAY WE SAY THINGS CAN BE MORE
IMPORTANT THAN WHAT WE SAY.
 SELLING BY SUGGESTION -4
WHEN IS THE BEST TIME TO MAKE A SUGGESTION ?
HIGH VOLUME RESTAURANT - SUGGEST WHEN PRESENTING THE MENU

FINE DINING - AFTER SERVING THE APERITIF BUT BEFORE GUESTS

READ THE MENU.

DESSERTS - MAKE SURE YOU HAVE CLEARED THE TABLE FIRST,

THEN RETURN TO SELL THE DESSERT.

APPETISERS - BEFORE MAIN COURSE - MOST GUEST WILL BUY A

MAIN COURSE ANYWAY, BUT THEY MIGHT NOT
ORDER AN APPETISER IF THEY HAVE ALREADY
CHOSEN A HEAVY MAIN COURSE .

IF A GUEST SAYS “NO “ TO YOUR SUGGESTION,

RECOMMEND SOMETHING ELSE.
BUT IF THE GUEST IS DISINTERESTED, JUST LET HIM DECIDE
FOR HIMSELF

DON'T WORRY IF A GUEST SAYS “NO” TO YOUR SUGGESTION.

THEY WILL HOWEVER APPRECIATE YOUR EFFORTS TO BE
HELPFUL & PROFESSIONAL
 SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION - HOW TO RECOMMEND MENU ITEMS.

MODULE 2 HANDLING OBJECTION -WHAT TO DO WHEN PEOPLE CHALLENGE OUR

RECOMMENDATION
 II HANDLING OBJECTIONS - 1

WHAT IF A GUESTS SAYS “NO?”

• AS LONG AS THE GUEST IS FRIENDLY, JUST SUGGEST SOMETHING ELSE.

• IF HE / SHE IS UNFRIENDLY OR DISINTERESTED THEN STOP TRYING TO

SELL -
JUST ASK IF HE / SHE WOULD LIKE ANYTHING ELSE.

E.G. “WHAT WOULD YOU LIKE, SIR?”

“I WILL COME BACK WHEN YOU ARE READY, SIR.”

• SOME GUESTS HAVE ALREADY DECIDED WHAT THEY WANT : WHEN WE

ATTEMPT TO SELL SOMETHING ELSE THEY SAY “NO. I’D RATHER HAVE…?

- REINFORCE THE GUEST’S CHOICE : “THAT’S ALSO VERY GOOD”.

E.G. IF THE GUEST WANTS BEEF, SAY “GOOD CHOICE SIR, THE ROAST
BEEF IS EXCELLENT”
 II HANDLING OBJECTIONS - 2

COMMON OBJECTIONS & POSSIBLE SOLUTIONS.

1.) “ONLY THE CHEESE CAKE IS GOOD ?’

POSSIBLE SOLUTION : “EVERYTHING IS GOOD BUT THIS IS OUR SPECIALITY .”

2.) “HAVE YOU TRIED IT YOURSELF?”

A) IF YOU HAVE, REPLY : “YES AND IT IS VERY GOOD”
B) IF NOT, TELL THE TRUTH “ I HAVEN’T TRIED IT BUT MANY GUESTS HAVE GIVEN GOOD
COMMENTS

3.) “WHY ARE YOU PUSHING THE CHEESECAKE ?”

A) “THIS WEEK IS CHEESE CAKE WEEK” OR IT’S OUR CHEESE CAKE OF THE WEEK”
B) “BECAUSE IT IS OUR SPECIALITY .”

4.) “TRIED IT BEFORE & DID NOT LIKE IT?”

A) APOLOGIZE - “I AM SORRY TO HEAR THAT”.
B) FIND OUT WHAT WAS WRONG - “WHAT WAS THE MATTER”
C) SUGGEST SOMETHING ELSE.
D) REPORT TO THE CHEF / MANAGER.
 TWO BASIC WAYS TO INCREASE REVENUE

SELL MORE TO THE GUEST SELL THE HIGH PROFIT ITEM

GUESTS OFTEN ORDER WITHOUT THINKING TOO HARD ABOUT WHAT THEY
WANT.
THIS MEANS THAT THEY MAY NOT INCLUDE SOME ITEMS WHICH MIGHT
MAKE THEIR MEAL MORE COMPLETE OR MORE ENJOYABLE.

SELLING EXTRA ITEMS

EXAMPLES:

- MAIN COURSE = A SIDE SALAD

- CHEESE = PORT

- TEA = TEA CAKES

 SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION - HOW TO RECOMMEND MENU ITEMS.

MODULE 2 HANDLING OBJECTION -WHAT TO DO WHEN PEOPLE CHALLENGE OUR

RECOMMENDATION

MODULE 3 DESCRIBING MENU ITEMS - HOW TO DESCRIBE MENU ITEMS IN A WAY

THAT MAKES GUESTS WANT TO BUY.
 III DESCRIBING MENU ITEMS -1
WHY DO WE HAVE TO DESCRIBE ITEMS WHEN WE ALREADY HAVE
DESCRIPTIONS ON OUR MENUS ? & DRINK LIST.
• GUEST MIGHT NOT HAVE READ THE DESCRIPTION.
• MIGHT HAVE SEEN IT BUT DOES NOT KNOW / UNDERSTAND IT.
• WHEN HE READS IT DOESN’T SOUND AS GOOD AS WHEN WE SAY IT.
• WE CAN INCLUDE A LOT OF EXTRA INFORMATION
• DESCRIBING ITEMS IS GOOD SERVICE, GUESTS LIKE IT WHEN WE HELP THEM TO
CHOOSE

WHEN SHOULD WE DESCRIBE MENU ITEMS

•GUEST APPEARS INTERESTED
• GUEST LOOKS PUZZLED
• GUEST ASKS FOR DESCRIPTION
• THE ITEM IS UNUSUAL / A HOTEL SPECIALITY

WHEN SHOULD WE NOT DESCRIBE ?

• GUEST IS NOT INTERESTED
• COMMON STANDARD ITEMS ( e.g.. HAMBURGER)
• TRIED IT BEFORE.
• LOCAL ITEMS TO LOCAL PEOPLE.
 III DESCRIBING MENU ITEMS -2
WORDS THAT SELL WORDS TO AVOID
ATTRACTIVE EXPRESSIONS UNSUITABLE EXAGGERATED WORDS

FRESH
FANTASTIC
JUICY
WONDERFUL
TENDER
MARVELLOUS
IMPORTED
EXCELLENT
MILD
BEST IN TOWN
RICHLY FLAVOURED
OUT OF THIS UNIVERSE
REFRESHING
AMAZING
IN SEASON
EXCITING
SPECIALLY PREPARED

TASTY

POPULAR
 III DESCRIBING MENU ITEMS -2

QUESTION?
SUPPOSE YOU INVENT A NEW MENU WHAT WOULD THE GUEST WANT TO
KNOW BEFORE HE DECIDES TO ORDER ONE?

DESCRIBING

A) TYPE / CATEGORY
DRINKS : COCKTAILS, A LIQUEUR, A BLENDED DRINK, A LONG DRINK, etc
FOOD : AN APPETIZER, A MAIN COURSE, A STEW, A SOUP, etc

B) ORIGIN / SIMILAR TO
WHERE IS THE RECIPE FROM . IF THE ITEM IS UNUSUAL OR UNKNOWN TO THE CLIENT,
CAN YOU NAME ANOTHER ITEM WHICH IS SIMILAR.
C) INGREDIENTS
STATE THE BASIC OR THE STRONGEST ELEMENT FIRST, NAME A LL THE IMPORTANT
INGREDIENTS , DON’T MENTION THE GARNISH. IF APPROPRIATE, MENTION THE TASTE.

D) PREPARATION / PRESENTATION
WHEN DESCRIBING DRINKS, IT IS USUALLY NOT NECESSARY TO SAY HOW THE DRINK

IS PREPARED OR SERVED.EXCEPT DRINKS WITH AN UNUSUAL SEVICE STYLE.

FOR FOOD IT IS IMPORTANT TO MENTION STYLE & PREPARATION TIME.

E) SERVED WITH
YOU MAY MENTION PORTION SIZE, INCLUDING WHAT IS SERVED WITH THE MAIN ITEM
(e.g.. VEGETABLES, SAUCES, SALADS, & OTHER EXTRAS)
 SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION - HOW TO RECOMMEND MENU ITEMS.

MODULE 2 HANDLING OBJECTION -WHAT TO DO WHEN PEOPLE CHALLENGE OUR

RECOMMENDATION

MODULE 3 DESCRIBING MENU ITEMS - HOW TO DESCRIBE MENU ITEMS IN A WAY

THAT MAKES GUESTS WANT TO BUY.

MODULE 4 POSITIVE BUYING SIGNALS - READING THE POSITIVE BODY LANGUAGE OF

GUEST TO SEE HOW INTERESTED THEY ARE.
 IV BUYING SIGNALS - 1
A BUYING SIGNAL IS A REACTION - SOMETHING THAT THE GUEST SAYS OR DOES
WHICH TELLS US HOW HE FEEL ABOUT OUR SUGGESTIONS.

REASON WHY IT IS IMPORTANT TO READ BUYING SIGNALS.

* WE ARE MORE SENSITIVE TO GUEST FEELINGS.
* WE GIVE BETTER SERVICE.( AVOIDBEING PUSHY)
* MAKE SURE WE RESPOND APPROPRIATELY
* SAVES TIME.
* WE SELL MORE.
* AVOID MISTAKES.

SPOKEN SIGNAL
THINGS OUR GUEST SAY
• ASKING A QUESTION
- HOW LONG IT WILL TAKE?
• SAYING SOMETHING GOOD
- LOOKS DELICIOUS
-IT WAS VERY GOOD LAST TIME
SILENT SIGNAL
THINGS OUR GUESTS DO
BODY LANGUAGE

•HEAD & FACE

•HANDS & ARMS
•BODY & LEGS
 IV BUYING SIGNALS - 2

CONFIRMING THE ORDER

SOMETIMES WHEN WE MAKE A SUGGESTION TO OUR GUESTS THEY SAY

SOMETHING LIKE:

“THAT SOUND GOOD - I’LL HAVE ONE !”

BUT QUIET OFTEN GUESTS WHO ARE INTERESTED IN OUR SUGGESTIONS GIVE US
POSITIVE BUYING SIGNALS - BUT THEY DON’T ACTUALLY SAY “O.K. - I’LL HAVE IT”

WHAT WOULD YOU DO IF YOU GET A POSITIVE BUYING SIGNAL BUT THE
GUEST DOES NOT ACTUALLY ORDER THE ITEM

- CONFIRM THE ORDER. IF WE JUST STAND AND WAIT FOR THE GUEST TO MAKE UP HIS MIND
HE MAY LOSE INTEREST OR THINK OF A REASON NOT TO BUY ( NO TIME, DIET …etc.)
USE THE CORRECT LANGUAGE TO CONFIRM THE
ORDER.

- “MAY I SERVE YOU ONE / SOME ?”

- “WOULD YOU LIKE TO TRY ONE ?”

- ”HOW WOULD YOU LIKE IT COOKED ?”

- “I’LL BRING YOU ONE RIGHT AWAY ?”

- “WHICH ONE WOULD YOU LIKE ?”

 SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION - HOW TO RECOMMEND MENU ITEMS.

MODULE 2 HANDLING OBJECTION -WHAT TO DO WHEN PEOPLE CHALLENGE OUR

RECOMMENDATION

MODULE 3 DESCRIBING MENU ITEMS - HOW TO DESCRIBE MENU ITEMS IN A WAY

THAT MAKES GUESTS WANT TO BUY.

MODULE 4 POSITIVE BUYING SIGNALS - READING THE POSITIVE BODY LANGUAGE OF

GUEST TO SEE HOW INTERESTED THEY ARE.

MODULE 5 NEGATIVE BUYING SIGNALS - READING THE NEGATIVE BODY LANGUAGE

OF GUESTS
 V NEGATIVE BUYING SIGNALS

THERE ARE MANY SIGNS THAT REVEAL HOW GUESTS ARE FEELING THESE MAY BE

* SPOKEN SIGNALS ( THINGS THEY SAY )

* SILENT SIGNALS ( THINGS THEY DO)

SILENT SIGNALS
WHEN WE MAKE SALES SUGGESTIONS, CUSTOMER REACTIONS ARE OFTEN SHOWN BY THEIR
BODY LANGUAGE

NEGATIVE SILENT SIGNALS

HAND & FACE - YAWING, SHAKING HEAD, FROWNING, TURNING MOUTH DOWN, LOOKING
AWAY, WRINKLING NOSE.

HAND & ARM- CROSSING ARMS, WAVING ‘NO’ WITH HAND, RUBBING NOSE OR BACK OF
NECK, FIDGETING, STOP SIGN WITH HAND, TAPPING FINGERS.

BODY & LEGS- LEANING BACK, MOVING AWAY, APPEARING NERVOUS, CROSSING LEGS,
TURNING AWAY, JUGGLING / TAPPING FOOT.

REMEMBER YOU NEED TO SEE THREE OR

MORE NEGATIVE SIGNALS TO BE SURE THE
GUEST IS REALLY NOT INTERESTED
 V NEGATIVE BUYING SIGNALS

SPOKEN SIGNALS

UNFRIENDLY / DEFINITE “NO” - THIS IS A VERY CLEAR SIGNAL - BODY LANGUAGE

WORDS, & TONE ALL INDICATING A STRONG
NEGATIVE REACTION.

- LET THE GUEST DECIDE FOR HIMSELF - DON’T MAKE ANY FURTHER SUGGESTIONS
UNLESSHE ASKS FOR SOME.

- GIVE HIM SPACE, MOVE AWAY UNTIL HE IS READY, AVOID DOING ANYTHING THAT
MIGHT CAUSE OFFENCE. IF POSSIBLE ADVISE OTHER STAFF.
CATEGORY “NO”
DISINTEREST IN A WHOLE CATEGORY OF ITEM.

“NO THANKS NO DESSERT” - “NO I DONT WANT A COCKTAIL”

“NOTHING TO START” - “NOTHING TO DRINK, JUST WATER”

- IF A GUEST IS FRIENDLY TRY ONE MORE SUGGESTION BUT DO A

DIFFERENT TYPE.
EG. NO DESSERT = FRUIT / LIGHT
NO APPETIZER = LIGHT / SALAD
NO ALCOHOL = SOFT DRINK / JUICE.

ITEM “NO”
INDICATES DISINTEREST IN SPECIFIC ITEM YOU SUGGESTED MOST OFTEN
ENCOUNTERED.
- TRY OUR PINA COLODA …..” MMM, NO I DONT THINK SO”
- CHOCOLATE MOUSSE ?……“ O - TOO RICH FOR ME”

- ITEM “NO” IS VERY EASY TO DEAL WITH - JUST RECOMMEND AN

ALTERNATIVE & KEEP ON SUGGESTING. IF S/HE IS FRIENDLY &
INTERESTED YOU CAN SUGGEST UPTO 5 ALTERNATIVES.
 V NEGATIVE BUYING SIGNALS
SPECIFIC NO
WHAT WORDS & EXPRESSIONS CAN WE USE WHEN OFFERING ALTERNATIVES

“WHAT ABOUT……?” “HAVE YOU TRIED…..?”

“ PERHAPS YOU’D LIKE…….?”

“THE CHEF’S SPECIALITY IS …..?” “WOULD YOU LIKE………..?”

WHAT NOT TO SAY

“YOU REALLY MUST TRY..” “YOU’D BETTER HAVE…..”

QUESTIONING THE CUSTOMER

“WHY NOT….”
 SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION - HOW TO RECOMMEND MENU ITEMS.

MODULE 2 HANDLING OBJECTION -WHAT TO DO WHEN PEOPLE CHALLENGE OUR

RECOMMENDATION

MODULE 3 DESCRIBING MENU ITEMS - HOW TO DESCRIBE MENU ITEMS IN A WAY

THAT MAKES GUESTS WANT TO BUY.

MODULE 4 POSITIVE BUYING SIGNALS - READING THE POSITIVE BODY LANGUAGE OF

GUEST TO SEE HOW INTERESTED THEY ARE.

MODULE 5 NEGATIVE BUYING SIGNALS - READING THE NEGATIVE BODY LANGUAGE

OF GUESTS

MODULE 6 OFFERING ALTERNATIVES - WHAT TO DO WHEN A GUEST SAYS ‘NO’

 VI OFFERING ALTERNATIVES
WHY DO GUEST SAY “NO”

EXPENSIVE ON A DIET IN A HURRY

WANTS SOMETHING SPECIAL NOT VERY HUNGRY

ARE YOU READY TO PLAY

• FORM A GROUP OF 4 & SELECT ANY OF THE ABOVE REASONS

•DISCUSS FOR NEXT 10 MINUTES HOW YOU WILL HANDLE IT .

•EXPLAIN YOUR SOLUTION TO ALL OF US

•ROLE PLAY WITH ONE OF YOU ACTING AS A GUEST.

 COMMON OBJECTIONS AND POSSIBLE SOLUTIONS

A) GUEST IN A HURRY
* RECOMMEND A DISH THAT IS QUICK TO PREPARE
* SUGGEST DISHES THAT ARE PRE PARED
* ADVISE HOW LONG IT WILL TAKE.
* MOVE QUICKLY & PAY PARTICULAR ATTENTION TO
THIS GUEST.

B) GUEST WANTS SOMETHING DIFFERENT OR UNUSUAL

GUESTS WHO TRAVEL A LOT OR WHO HAVE EATEN HERE OFTEN

MAY BE BORED OF EATING THE SAME THING ALL THE TIME.
* RECOMMEND HOUSE SPECIALS
* RECOMMEND LOCAL SPECIALITIES
* NOT ON MENU
* ASK CHEF WHAT HE CAN DO
(DO NOT ASK “ WHAT DO YOU WANT”)
C) PRICE OBJECTION
EG. “THAT SOUNDS EXPENSIVE”
* EMPATHISE / AGREE
* EXPLAIN WHY IT IS EXPENSIVE (1-3 REASONS)
* OFFER SIMILAR ALTERNATIVES ( EG. PRAWNS / LOBSTER/ LOCAL / IMPORTED

D) ON A DIET
EG. “I’M WATCHING MY WEIGHT / WAIST ETC.”
* ASK “WHAT KIND OF DIET?”(EG. VEGETARIAN) & OFFER MATCHING MENU
ITEMS.
* SOMETHING LIGHT (SALAD, FISH). NON-FATTENING INGREDIENTS
(CHICKEN)
* NON - FATTENING INGREDIENTS (CHICKEN VEGETABLES…)
* NON - FATTENING PREPARATIONS ( STEAMED, GRILLED….)
E) NOT VERY HUNGRY
* SUGGEST SOMETHING LIGHT
* OFFER A SMALLER PORTION
* SELL TWO APPETIZERS OR SALAD/ FISH/ FRUIT NOT CREAMY/ SAUCES.
ON A DIET = CAN ONLY EAT SPECIFIC THINGS BUT AMOUNT IS NO REAL PROBLEM

NOTE : DIFFERENCE BETWEEN”NOT HUNGRY” & “ON A DIET”.

NOT HUNGRY = CAN EAT ANYTHING BUT ONLY WANTS A SMALL QUANTITY
 SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION - HOW TO RECOMMEND MENU ITEMS.

MODULE 2 HANDLING OBJECTION -WHAT TO DO WHEN PEOPLE CHALLENGE OUR

RECOMMENDATION

MODULE 3 DESCRIBING MENU ITEMS - HOW TO DESCRIBE MENU ITEMS IN A WAY

THAT MAKES GUESTS WANT TO BUY.

MODULE 4 POSITIVE BUYING SIGNALS - READING THE POSITIVE BODY LANGUAGE OF

GUEST TO SEE HOW INTERESTED THEY ARE.

MODULE 5 NEGATIVE BUYING SIGNALS - READING THE NEGATIVE BODY LANGUAGE

OF GUESTS

MODULE 6 OFFERING ALTERNATIVES - WHAT TO DO WHEN A GUEST SAYS ‘NO’

MODULE 7 CHECKING SATISFACTION - HOW TO FOLLOW UP AFTER SELLING

SOMETHING TO A GUEST.
 VII CHECKING GUEST SATISFACTION

WHY IS IT IMPORTANT TO CHECK GUEST SATISFACTION

- SHOW WE CARE
- PROFESSIONAL IMAGE
- IF SOMETHING IS MISSING WE CAN BRING IT QUICKLY &
QUIETLY
- CHANCE TO SELL SOMETHING ELSE
- IF GUEST DISLIKES WE CAN CHANGE IT.

WHEN IS THE BEST TIME TO CHECK

- SOON ( 2-3 MINUTES) AFTER SERVING
- DURING COFFEE ( IF CHECKING WHOLE MEAL)
WHY CHECK SO SOON

-WE MAY WANT TO SELL SOMETHING TO GO WITH WHAT S/HE

HAS (WINE WITH STEAK)

-IF THERE IS A PROBLEM, THE LONGER WE LEAVE IT THE MORE

UPSET THE GUEST IS GOING TO BE .

- S/HE MAY EVEN END UP MAKING A SCENE & ATTRACTING THE

ATTENTION OF OTHER PEOPLE IN THE RESTAURANT
 VII CHECKING GUEST SATISFACTION

WHAT IF WE ARE TOO BUSY?

IF YOU’RE REALLY TOO BUSY TO CHECK AT THE APPROPRIATE TIME THEN CHECK AT
THE END OF THE MEAL

HOW MANY TIMES SHOULD WE CHECK DURING THE MEAL

CHECKING BACK AFTER EACH COURSE IS TOO MUCH. THE GUEST WILL FEEL DISTURBED.
CHECK EACH TABLE TWICE, MAXIMUM THREE TIMES PER MEAL.

ARE THERE TIMES WHEN WE SHOULD NOT CHECK?

IF THE GUEST DO NOT WANT TO BE BOTHERED. THIS OFTEN HAPPENS WITH BUSINESS
PEOPLE IN THIS CASE WAIT BY THE TABLE FOR A FEW SECONDS. IF THE GUESTS IGNORE
YOU, LEAVE WITHOUT INTERRUPTING
WHICH ITEMS SHOULD YOU CHECK?
-MAIN COURSE
-ITEMS WE RECOMMEND
-THE WHOLE MEAL
-ANY ITEM WHICH GUESTS SEEM TO DISLIKE (I.E. UNFINISHED FOOD ITEMS)

WHICH ITEMS DO WE NOT CHECK?

-SIMPLE ITEMS ( COKE, PERRIER, STRAIGHT / UNMIXED DRINKS ETC.)
-JUST SAY SOMETHING LIKE “MAY I GET YOU ANYTHING ELSE?”
 CHECKING GUEST SATISFACTION
WHO SHOULD CHECK
THE BEST PERSON TO CHECK IS THE ONE WHO MADE THE SUGGESTION, EVEN IF HE IS NOT
THE ONE WHO SERVES THE ITEM.

BUT BE CAREFUL - THE GUEST WILL GO CRAZY IF EVERYBODY KEEPS ASKING.

WHAT TO SAY
- “HOW IS YOUR ….?” ( MEAL / DRINK / ITEM)
- “HOW WAS YOUR ….?”(IF ALREADY FINISHED)
THESE QUESTIONS WILL ENCOURAGE CONVERSATION - GOOD IF YOU HAVE TIME.

-”DID YOU ENJOY YOUR STEAK?”

THIS QUESTION WILL LEAD TO ONLY YES / NO ANSWER. USE ONLY IF EXTREMELY
BUSY.
 WHAT NOT TO SAY

”ANY PROBLEM
“IS EVERYTHING OK?” SOUND AS THOUGH YOU EXPECT BAD NEWS
”ANY COMPLAINTS?”

“WAS THAT GOOD ?”

“IS IT DELICIOUS?” THE GUEST WILL FEEL YOU ARE FORCING
HIM TO AGREE.
 CHECKING GUEST SATISFACTION

HANDLING GUEST REACTION

WHAT TO DO IF THE GUEST IS THANK THE GUEST & SMILE

HAPPY ?

1. APOLOGISE
2. FIND OUT WHY
3.ACT TO FIX THE PROBLEM & /OR REFER
WHAT TO DO IF THE GUEST
TO MANAGER / SUPERVISOR
IS UNHAPPY
4. POSSIBLY WARN OTHER SERVICE STAFF