What Upselling Is?
Before we go through tips and techniques on how to upsell, we first need to understand the term. For those who don’t understand the word “Upselling“, keep in mind that not only in food and beverages but in any industry, it means encouraging customers to buy more or upgrade their product. In our case in F&B, this can be done by suggesting larger portions, premium ingredients, add-ons, or combo deals. For example, a server might ask,
“Would you like extra cheese on your burger?” or “Upgrade to a large drink for just a little more?“.
In a short way, upselling is when you get guests to buy something extra or a better version of what they wanted. It helps bring more revenue to the business and can also make the customer happy. But how to upsell in the right way? Let’s break it down into these simple training steps:
How to Upsell?
1. Know Your Menu
A server/waiter, bartender or even the manager must know what the place sells. If you don’t know what’s on the menu, how can you suggest something extra? Learn about all the food and drink products that you are selling. Expand your product knowledge and know which dishes go well together. For example, if someone orders a steak, you can suggest a side of mashed potatoes or a glass of red wine. If someone orders a sandwich, tell them about the fresh juices or a special drink that pairs well with it. When you know the menu well, you sound confident, and customers will trust your suggestions.
2. Make Friendly Suggestions
As you can imagine, nobody likes a pushy waiter. If you sound too aggressive, the customer might feel uncomfortable and say no. Instead, be friendly and natural. Smile and talk in a warm, welcoming way. Instead of saying, “Do you want dessert?” try saying, “Our chocolate cake is made fresh every day, and it’s really delicious! Would you like to try it?” People are more likely to say yes when you sound excited and genuine. Remember, your job is not just to sell but to make the customer’s experience better.
3. Offer Upgrades
This is one of the most important and easiest ways to increase revenue. When a customer orders something, suggest a small upgrade. If they order a burger, ask if they want extra cheese or bacon. If they order coffee, suggest a larger size or a special flavored syrup. Many customers don’t think about these extras until you mention them. A simple question like, “Would you like to add some caramel to your latte?” can make a big difference in sales.
4. Pair Drinks With Food
In a bar or restaurant, drink pairings work really well. When a customer orders a meal, suggest a drink that goes well with it. If they order pasta, recommend a nice white wine. If they order grilled meat, suggest a strong cocktail or a beer. You can say, “This dish tastes even better with a glass of red wine. Would you like to try it?” Many people will appreciate the suggestion and say yes. This is the time where your product knowledge comes in handy, as you must have good knowledge about food and beverage pairing in order to give suggestions and increase the average check of your table.
5. Use Limited-Time Offers
People love special deals. If your restaurant or bar has a limited-time dish or drink, mention it. Say, “This cocktail is only available this week! Would you like to try it?” It makes people feel like they’re getting something special. You can also mention seasonal dishes, like pumpkin spice latte in autumn or a fresh fruit smoothie in summer. Limited-time offers make people curious, and they don’t want to miss out!
6. Use The Right Words
The words you use can make a big difference. Instead of saying, “Would you like fries with that?” say, “Would you like crispy, golden fries with your burger?” Instead of saying, “Do you want dessert?” say, “Our warm, homemade apple pie with vanilla ice cream is a customer favorite! Would you like to try a slice?” Descriptive words make food sound more tempting, and customers will be more likely to say yes.
7. Suggest Sharing Plates
When groups visit a bar or restaurant, suggest appetizers or platters. Say, “Our cheese platter is perfect for sharing! Would you like to try one for the table?” Many customers will say yes because they want to enjoy food together. If a couple is on a date, you can suggest a dessert to share. If a family comes in, recommend a big dish that everyone can enjoy. Sharing plates makes dining more fun and also increases sales.
8. Upsell Desserts & Coffee
After a meal, people don’t always think about dessert or coffee. A good waiter knows how to upsell these items. Instead of just asking, “Would you like dessert?” say, “Our chocolate lava cake is fresh and served with vanilla ice cream. It’s the perfect way to end a meal! Would you like to try it?” When you describe food in a delicious way, people find it hard to resist. The same goes for coffee. Say, “A cappuccino would go perfectly with your dessert!” Small details make a big difference.
9. Be Confident & Natural
If you sound nervous or unsure, customers won’t listen. Speak with confidence but don’t sound like a salesperson. Be natural, friendly, and helpful. Look the customer in the eye and smile. When you believe in what you’re saying, the customer will believe you too. If they say no, don’t feel bad—just move on and try again with another customer.
10. Practice & Learn From Others
The best way to learn how to upsell is by watching others. See what the best waiters do and never feel shy to ask your manager to help you with this. Listen to how they talk to customers and what kind of words they use. Try different techniques and see what works best for you. Every customer is different, so you need to learn what works in different situations. The more you practice, the better you will get.
Learning how to upsell is a great skill in the food industry. It helps bring in more revenue for the business and makes customers enjoy their experience more. Whether you work in a restaurant, bar, or hotel, using these tips will make you better at selling extra items without being pushy. So next time you’re at work, give it a try! A little upselling can make a big difference.
All the images in this article are from Pixabay (not copyrighted and free commercial use).
