Empowering Your Team: Effective Upselling/Cross Selling Tips for Staff

Upselling and Cross Selling are valuable skills that can significantly impact a location's bottom line, up to 20% in most instances. You must equip your staff with practical selling tips and continually challenge them to enhance GUEST satisfaction and drive revenue growth.

Knowledge is Key:

The old saying of "You can't sell what you don't know" is as true today as it was when the first person stated it. As a Manager you must ensure your staff is well-versed in your entire menu. The more they know, the better they can make informed recommendations to our GUESTS.

Listen and Understand GUEST Needs:

Train your staff to actively listen to your GUESTS. By understanding their preferences and needs, your team members can make personalized upselling suggestions that resonate with individual tastes.

Confidence in Recommendations:

Instill confidence in your staff to confidently recommend upsell options. Added sides, toppings and combos, if they believe in the value of the additional items then GUESTS are more likely to trust and follow their suggestions.

Timing is Everything:

Teach your staff to recognize opportune moments for selling. This might include suggesting add-ons during order placement or offering complementary items during the payment process.

Highlight Benefits, Not Just Features:

Sometimes staff feel like they are bothering GUESTS rather than helping them. Encourage your team to focus on the benefits of upsell items rather than just listing features. Clearly articulate how the addition enhances the GUEST experience.

Bundle and Save:

Emphasize the concept of value through bundled offerings. When staff can effectively communicate the savings or advantages of purchasing a combination of items, customers are more likely to opt for the upsell. This is very true for any combo or meal deal.

Politeness and Respect:

Emphasize the importance of polite and respectful communication. Upselling should enhance the GUEST experience, not feel like a pushy sales tactic. A courteous approach increases the likelihood of a positive response.

Use Visual Aids:

Make sure your printed menus, drive thru panels and digital displays are all current and up to date showcasing options. Visual reinforcement can make it more appealing and help GUESTS make more  informed decisions.

Reward Upselling Success:

Implement a recognition or incentive program to reward team members who excel in upselling. This creates a positive and motivating environment, encouraging continuous improvement.

Empowering your staff with these upselling tips not only benefits your operation but also enhances the overall GUEST experience. By fostering a culture of attentive service and genuine recommendations, your team can contribute to increased sales while building lasting relationships with your GUESTS. 

Not that familiar with Upselling & Cross Selling?

Check out this post for a quick lesson.

Cross-Selling and Upselling: The Ultimate Guide (hubspot.com)