Enhancing The Guest Experience

Transcript

Trainer: So when it comes to upselling, there’s a few different ways that you can go about it. An example that I used to do all the time is if someone ordered the avocado toast, I would ask, “Okay, would you like the regular avocado toast with just avocado, or would you like to add eggs and a hash brown to that? Or eggs and bacon to that?” And that’ll add some extra on as well.

You can also ask if they would like to add any sides to their table, or if they’re interested in any appetizers as well. One of the other ones that I will do is I will constantly be checking in if anyone needs refills, because refills are a really good way to build revenue, because that’s an extra $5, $15 if they’re ordering a beer.

Always making sure that they have their drinks full. And if they order a drink, such as a coffee, I’ll always ask, “Was that a regular size or a large size?” I don’t usually offer a small to start because they’ll tell you if they want a small. But if they say, “Can I get a coffee?” You say, “Okay, sure. A flat white. Would you like that a large or a regular size?” And then it puts it into their brain, “Oh, maybe I do want a large.” Those are some of my favorites.