Best Practice

• Be Enthusiastic & Knowledgeable: Know the flavors, ingredients, and pairings so suggestions feel natural.
• Personalise Suggestions: Match recommendations to guest preferences or previous orders. Example: “You usually get a caramel latte—our salted caramel mocha is a limited seasonal treat you might like.”
• Use Positive Language: Say: “Many guests love pairing this festive drink with our chocolate croissant—would you like to try one?”. Avoid: “You should get this pastry with your drink.”
• Promote Limited-Time Offers: Scarcity creates excitement and urgency—make guests feel they’re experiencing something special.
• Timing Matters: Suggest seasonal items after taking the main order or when finishing payment to maximize impact without feeling pushy.

Sample Seasonal Upsell Scripts

• Fall: “Would you like to add a pumpkin scone with your latte today?”
• Summer: “Our iced matcha is especially refreshing with a lemon muffin—want to try that combo?”
• Winter: “Would you like a gingerbread cookie with your peppermint mocha while it’s available?”

Key Takeaways

• Seasonal promotions are a chance to enhance the guest experience, not just increase sales.
• Focus on personalized, friendly suggestions and highlight limited-time offerings.
• Pair drinks with complementary pastries or snacks whenever possible.
• Educate staff to be knowledgeable about flavor profiles, pairings, and promotions.