The Philosophy of Upselling
Key Principles
- Enhance, don’t pressure: Suggest items that genuinely complement the guest’s order.
- Be natural and conversational: Integrate suggestions seamlessly into your dialogue.
- Know your menu: Confidence in describing drinks, pastries, and promotions builds trust.
- Personalize recommendations: Tailor suggestions to the guest’s preferences whenever possible.
Upselling is an opportunity to surprise and delight guests, not just increase the check total.
Red Flags to Avoid
- Being pushy or aggressive
- Suggesting irrelevant items that don’t complement the order
- Ignoring guest cues or hesitations
- Overloading suggestions with too many options at once