S.A.L.E.S – Sell A Little Extra Something

Many guests are tired of pushy sales staff. Why? When suggestions are not made in the appropriate fashion or at the right time, they seem insincere and mechanical. Let’s take a look at the three different types of selling:

• Upselling is enhancing an item already ordered (such as “up-sizing” a value meal or a draft beer, or adding cheese and guacamole to a burger).
• Suggestive selling is describing an item guests have not ordered yet. 
• Situational selling is assessing the situation and informing guests of items or deals that best enhance that situation (let them make the choice).

Knowing why guests are paying a visit makes it easier to sell. Lose the monotone “Would you like to try our special today?” and insincere “I have to tell you about our soups or we get counted off by our mystery shopper,” or “I’m trying to win a contest — would you like to buy a gift card?”

Suggesting enhancements to the meal is a key step in the cycle of service, but the practice needs to be subject to interpretation. While guests may not like to deal with pushy salespeople, there is no doubt they like to spend money and buy things they like or want. Make it easy for the guests to say yes.

From the popular restaurant management book Now That’s Service That Sells! Click here to read more.