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Food Service

I would use vivid descriptions of menu items to make them more appetizing, automatically suggest popular appetizers or side dishes, and offer desserts, coffee, or drinks to increase the check total. I would describe ingredients, flavors, and preparation methods without pressuring the customer, and suggest additional items or servings discreetly throughout the meal. My goal is to enhance the dining experience while increasing sales through suggestive selling.

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Jenniebeth Valenzuela
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© © All Rights Reserved
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340 views

Food Service

I would use vivid descriptions of menu items to make them more appetizing, automatically suggest popular appetizers or side dishes, and offer desserts, coffee, or drinks to increase the check total. I would describe ingredients, flavors, and preparation methods without pressuring the customer, and suggest additional items or servings discreetly throughout the meal. My goal is to enhance the dining experience while increasing sales through suggestive selling.

Uploaded by

Jenniebeth Valenzuela
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Carry out

up-selling
strategies
UP-SELLING
• is a
STRATEGIES
marketing strategy in a
restaurant to convince the guest
to spend more money.
• Restaurant servers, cashiers and
kitchen staff who have contact
with the customer should know the
appropriate and actual ways to
upsell menu items.
• They must be trained and
practiced for this sales
technique.
HOW TO UP-SELL
1. OFFER MULTIPLE SUGGESTIONS.
Workers can upsell whether
they work in a quick-service
restaurant or a swanky lounge.
Example 1: at a particular food
chain, the worker at the cash
register will usually ask the
customer if they would like to
“Biggie Size” their order.
Example 2: A guest asks the
bartender for a Vodka Martini.
Rather than simply taking the
order, the bartender asks,
“Which type of vodka would you
prefer? We offer Grey Goose
and Svedka.” The bartender
brings up two of the most
expensive varieties of vodka
in order to upsell to the
guest.
2. USE EMBELLISHED DESCRIPTIONS.
Servers and restaurant workers can
upsell by describing the
ingredients, cooking process or
presentation of a dish as means of
enticing customers and convincing
them to buy. Food and Beverage
Service Attendant (FBSA) or waiter
will not actually ask question.
Instead, they will simply launch
into descriptions to stimulate the
guest’s appetite.
Example 1: Suggest an appetizer
by explaining the ingredients and
preparation with vivid language.
For instance: “ You will find our
appetizers especially intriguing,
including the broiled goat-cheese
quesadillas which are sprinkled
with pepper and thyme, served
piping hot.”
Example 2: If the guests are already
sure of what they want, ask if they
would consider any sides to go with
the meal. To a guest ordering chips
and salsa, a server might say, “ A
taste of our fabulous guacamole would
complement your chips and salsa, since
it is prepared with fresh avocados and
tomatoes, as well as our signature
spices.” Describing the side smart
attachment to the meal is a great way
to make the meal seem incomplete
without the extra purchase.
3. WINE PAIRING. Wine can provide an
excellent complement to a meal.
Therefore, wine pairing is also a
great way to upsell to your
customers. However, satisfying the
customer’s palate with a well-paired
wine requires training, experience,
and extensive knowledge of both the
food and wine menus. Taking the time
to learn about food and wine pairings
can greatly improve the customer’s
dining experience and make even more
sales for the restaurant.
FIVE KEYS FOR
UP-SELLING
DESSERT ITEMS
• Desserts are lucrative yet
challenging items to upsell. The
guest is often satisfied from the
main entrée and may not ask for
dessert.

1. Present dessert menus after lunch or dinner.


Bring out dessert menus for each
guest after clearing dinner plates.
Seeing descriptions and ordering from
a menu may make the guests feel more
in control of their choices.
2. Use vivid descriptions. Describe a
few of the dessert specials
using vivid imagery to appeal
to the guests.
3. Bring out the dessert tray. Utilize a
dessert tray to show guests
how tasty the desserts look.
4. Offer low-calorie options. Do not forget
to offer low-calorie dessert
options, which may sway diners who
are trying to watch their figure.
Also suggest coffee or tea.
5. Show off your desserts. When someone
does order a dessert item, be sure
servers or runners carry it at
table level. This way, other
diners can see and smell the
dessert and may be convinced to
order one of their own.
WAYS ON HOW TO
TRAIN STAFF
ABOUT UPSELLING
1. Allow servers to taste menu items.
Provide opportunities for
servers to taste menu items,
including daily specials.
2. Train in menu knowledge. Make menu
knowledge a priority. This
way, servers can speak
intelligently about the
preparation and quality of
food.
3. Suggest vivid descriptions. Offer ideas
on how to use colorful language
when describing dishes. For
example, avoid simply offering “a
slice of chocolate pie” and
instead upsell “ an exquisite
slice of chocolate mousse pie with
a drizzle of caramel.”
4. Role play with FBSA or waiter. Practice
with other waiters to demonstrate
how to ask questions or offer more
items.
5. Provide rewards. Hold contests and
offer incentives for servers who
sell the most dessert or daily
special, giving food or gift
cards as prizes.
UP-SELLING BASICS
• Up-selling is a skill that
should be done in a way that
the customer does not
realize he or she is being
sold something.
Waiter: “Would you care to start with
an appetizer tonight? Our chef is
running our house favorite, a baked
lobster dip with crostini.”
Customer: “That sounds good. What else
is in it?”
Waiter: “It has a creamy alfredo sauce
with roasted red peppers, artichoke
hearts and fresh lobster. I have one
whenever I come in for dinner.”
Customer: “That sounds great! We’ll
have one!”
• The waiter should not wait
to hear if the customer
wants an appetizer. Instead
he should go right ahead and
tell them about a popular
special that the kitchen was
running.
Customer: “No thanks. I am
allergic to seafood.”
Server: “Sir, the kitchen is
also running a delicious
tomato-basil bruschetta
served with seasoned olive
oil and crusty French bread.”
Customer: “Hmmm, that sounds
good. I will take one.”
• From the conversation, you can
get the idea to automatically
offer an appetizer to start the
meal. However, avoid badgering
the customer that is if they do
not want an appetizer, do not
just stand there offering
everything on the menu, until
they pick something.
UP-SELLING THE
ENTRÉE
• Let us say the customer is not
interested in an appetizer or a
drink special. He knows exactly
what he wants. That does not
mean the server cannot employ a
few more up-selling techniques.
Customer: “I will have the
Chicken Marsala.”
Waiter: “Would you like to
add a soup or a salad to your
entrée? Today’s soup is cream
of mild mushroom.”
Customer: “Hmmm, that sounds
good. I’ll take a cup.”
UP-SELLING
DESSERT
• The ultimate upsell is the
dessert. The best way to up-
sell desserts is to give a
mouthwatering description.

“Do you want


some dessert?”
“Would you care for a slice of
our homemade chocolate layer
cake. It is layered with a rich
dark chocolate ganache and
raspberry filling and served
with our signature chocolate
velvet sauce. ”
Offer dessert before the
customer has a chance to
think about it. Describe it.
Make the customer want it. Make it
tempting. Suggest a table
split one or two desserts,
rather than trying to sell a
separate dessert to each
guest.
• Offer to follow up dessert
with a hot cup of coffee,
perhaps a specialty coffee
such as cappuccino or
espresso. Or maybe a nice
after dinner drinks, like
port or cordial.
All servers should know the
basics of up-selling, from
offering top shelf liquor to
knowing how to give a
mouthwatering description of menu
items.
Upselling not only increases a
restaurant sales, it makes bigger
tips for servers, and it shows
customers that your staff is
knowledgeable as well as friendly.
You as a waiter is tasked to make a
suggestive selling and upselling food
and beverage products to the
customer. How will you going to do it
effectively?
CRITERIA
CRITERIA EXCELLENT VERY SATISFACTORY GOOD
SATISFACTORY

Information of the food


items are provided in clear
explanations and
descriptions.
Standard food and beverage
items are recommended.

Descriptive words used in


explaining dishes to make it
more tempting and
appetizing.
Suggestive selling is carried
out discretely so as not to
sound pushy or agressive.
CRITERIA
CRITERIA EXCELLENT VERY SATISFACTORY GOOD
SATISFACTORY

Slow moving but highly


profitable items are
suggested to increase guest
check
New items are
recommended.

Offer second servings of


ordered items.

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