Up selling FnB Service training

1. 1
Upselling Food and Beverage

2. Worst and Best Customer Experience
Person A – Best Experience as a customer
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Person B – Worst Experience as a customer

3. Debrief
Product
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Service

4. Objectives
At the end of this session you should be able to:
Be able to use upselling techniques
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Promote your products in a positive manner
Increase the revenue in your outlet
Be a more professional F&B attendant

5. Definition
A sales technique where the seller induces the
customer to buy more, either higher priced items or
other added ones in the attempt to make a more
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profitable sale.

6. Upselling
When you hear the word upselling how do you feel?
What are some of the everyday obstacles you face when
upselling to your customers?
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7. Reasons for not upselling
Product knowledge is part of your responsibility
I do not know the products
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Product knowledge is part of your responsibility
You need to know your menu well
Discuss with the chef at the start of the shift for daily
specials or menu items which are not available
Ask for the chef or supervisor to give you more
information if you are unsure
Attend wine and menu item training

8. Reasons for not upselling
The guests are having a
business lunch
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The guests may be busy but they
still need to eat!
Wait for a pause in conversation
Be fast and efficient with a smile
Be available but not smothering

9. The guest is a regular
customer
Reasons for not upselling
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Even regular customers get bored
Establish good relationship with
regular customers
Offer suggestions of a different product
or something that would complement
regular product
Use your relationship to an advantage

10. We are out of stock
Reasons for not upselling
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Let the guests know as before they make a selection
Offer an alternative

11. I am tired
You are an actor and need to
play a role
Reasons for not upselling
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play a role
Your mood, behaviour and
attitude reflect the service you
provide to our customers

12. Reasons for not upselling
I am too busy
Too busy or not organised?
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The more help you provide the
customer in making a selection
the more it will save you time

13. The customer wants the buffet
Reasons for not upselling
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But there are still opportunities to upsell

14. The guest do not want to spend money
Reasons for not upselling
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How do you know ? Do not assume.
By sitting at the table the guest has already agreed to
spend some money.

15. I am not comfortable / I do not dare
Reasons for not upselling
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This may be the biggest obstacle for everyone
The others are not obstacles but excuses!

16. Professional F&B Attendant
Every profession has certain rights
and duties.
By asking questions and giving advices,
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By asking questions and giving advices,
the professional assumes the position
of an expert in the eyes of the
customer, something that is beneficial
to both parties.

17. Restaurant Activity
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18. Sequence of Service
How many opportunity for upselling were identified?
1. Pre dinner drink order
2. Water
3. Food order
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3. Food order
4. Wine order
5. Empty bottle or glass
6. Dessert order
7. Drink with dessert
8. Drink after dessert

19. Bar Activity
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20. Bar Service
What opportunities are there for upselling ?
Suggestion of type of drink
Brand of spirit
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Wine
Food / Snack with drink

21. Techniques
Trigger Questions
Alternative Questions
Directive Questions
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Directive Questions
Approval Questions

22. Trigger Question
Arousing Interest
Promoting Selling Points
Are you familiar with…..
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Are you familiar with…..
I recommend you try…..
Do you know……
Have you ever heard……

23. Trigger Question
Examples
Have you heard of our Vietnamese special dish?
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Are you familiar with our happy hour in the German
Brasserie?
Have you ever tried Chilean wine?

24. Alternative Question
“….or ….”
To offer a choice between
two products we are selling
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Use it in an introduction:
To start your meal….
To end your meal…
To go with your meat….
While waiting for your friends….

25. Alternative Question
Examples
Would you like sparkling or still water?
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Would you like to start with a cocktail or a glass of wine?
To go with your dessert would you like coffee or a
liquer?

26. Directive Question
Asking the guest for a spontaneous answer
To start your meal, which….
To end your meal, which….
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Before your appetizer, would you like ….

27. Directive Question
Examples
Which pasta would you like to try?
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What kind of cocktail do you like?
What is your favourite desert?

28. Approval Questions
Seeking customer approval
Look for Body Language
Affirmative tone of voice
Eye contact
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Head nodding
I guess….
I am sure….
What about….
Another glass of wine…

29. Approval Questions
Examples
Another cocktail ?
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Some more beer?
A glass of wine to start?
I am sure you will love our chef’s special for dessert.
Shall I order this for you?

30. Practice Time – Role Plays
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31. Person B – F&B Attendant
Directive Question
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32. Person A – F&B Attendant
Trigger Question
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33. Person B – F&B Attendant
Alternative Question
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34. Person A – F&B Attendant
Approval Question
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35. Person B – F&B Attendant
Trigger Question
at the Bar
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36. Person A – F&B Attendant
Alternative Question
at the end of the meal
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37. Person B – F&B Attendant
Approval Question
at the start of the meal when
taking food orders
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38. Person A – F&B Attendant
Directive Question
when selecting wine
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40. Objectives
At the end of this session you should be able to:
Be able to use upselling techniques
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Promote your products in a positive manner
Increase the revenue in your outlet
Be a more professional F&B attendant

41. Follow up
Apply the new skills on the job
Know you menus so that you can advise guests
Ask your supervisor for advice
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Try the different upselling techniques on different
guests
Lets achieve our department goals!

42. Feedback Forms
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43. Thank you
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