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7/21/2019 Up-selling in Restaurant
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Up-selling
InRestaurants
Akshay
Khanna
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Sales in Restaurant Business.
What is Sales?
Sales Techniques .
The Up-selling process.
Handling Difficult Up-selling Situations.
earning !"#ecti$es
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%
Sales in Restaurant Business
%%
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Sales in Restaurant Business&'(ont.)
**
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Sales in Restaurant Business&'(ont.)
++
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Sales in Restaurant Business&'(ont.)
,,
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$olution of Sales
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What is Selling?
Selling is All about having (on$ersations.
All abouthelping custo/ers by
Making ane/otional connect. Making them feelco/forta"le.
Matching theirneeds 0 1ants .
Finding asolution to their problems.
All aboutWinning.
ost "asic aspect of 3our "usiness.
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What is Selling?...'(ont.)
Selling is 5 people6s "usiness.
People buy from the ones they li7e and trust.
More than the sale, the effort to "uild relationship /atters. To achieve sale, you must
Build a good lasting relationship.
Be clear and genuine.
a7e the sale inside this relationship.
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The Sales 9rocess
What /a7es a good Sales 9erson?
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The Sales 9rocess
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Sales Techniques
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:%
:. Up-selling Reco//ending an enhanced or additional product or
ser$ice that is consistent 1ith guest6s needs and 1ants and is o$er
and a"o$e 1hat he0she 1ould ha$e ordered.
%. (ross Selling Reco//ending an alternati$e or additional
feature or ser$ice that is consistent 1ith guest require/ents.
Sales Techniques
2. Suggesti$e Selling Increasing a guest6s original order "3gi$ing suggestions ; Ideas and in turn increasing his satisfaction
; a$erage spend.
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UpsellingUpselling ervers use up!selling to convince customers into buying
e"tra menu items or upgrade their current purchase. #.g. French Fries
$ith cheese instead of French Fries, A %ocktail $ith &rey &oose '
Absolut instead of pouring brand of (odka.
5d$antages of Up-selling
)ncreased Average per check.
#nhanced customer e"perience.
*etter %ustomer Feedback scores. *etter tips.
+igher ob satisfaction.
#nsures -epeat *usiness.
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1
What can 3ou Up-sell
/rinks
Appeti0ers
ide dishes such as ide salads
Add!ons such as %arameli0ed nions, &uacamole etc.
/esserts
2pgrades
Most Profitable )tems ' lo$ Moving )tems
pecials of the /ay
Upselling&'(ont.)
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:,
The Up-selling 9rocess
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:
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1
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6 4
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R(I9 9!9Analytical, 2se facts, e"amples, details.
%onsistent and habitual
Respond toThorough, accurate descriptions
Minimal risks
=TR> 9!9Forceful and persistent
%ontrolling and competitive
Respond to#fficiency
*riefly stated options 8 probabilities
B5RBU 9!9Friendly and empathetic
AccommodatingPersonal relationships
Respond toupportiveness , uggestions#motions 8 &ut Feelings
DSSRT 9!9Poised and sociables
FashionablePersonal contact
Respond toTrends and tatus
)ncentives
9otential (usto/ers&'(ont.)
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2:
@no1 Aour 9roduct
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%. @no1ledge and 5"ilit3 9no$ your menu ' product.
*e thorough $ith the basics, e.g., proprietary ' preparatory
sauces.
-espect the religious taboos e.g., 9osher ' +alal ' Pork.
Make specific suggestions, don:t be vague.
@no1 Aour 9roduct &'(ont.)
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2%
5pproaching The uest
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2*
Selling is an C5rt6 and requires the follo1ing "asics
5. irst I/pressions
Personal presentation.
Tone of (oice.
Mannerisms 8 &estures.
Phrases ' ;ords used.
5pproaching&'(ont.)
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B. 5ttitude Maintain eye %ontact 8 .you are ?!n Stage6.
5pproaching&'(ont.)
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Identif3ing (usto/er6s
=eeds ; Wants?
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@
unnel Technique
!9= =DD USTI!=S
(!SD =DD USTI!=S
5DI=
USTI!=S
uestions 1hich /oti$ate the guest to gi$e detailedans1ers
uestions 1hich pro$ide specific factualinfor/ation
uestions useful for confir/ing 3ourunderstanding of guest6s needs.
These elicit a CAS6 or C=!6 response
:
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3
2 ffecti$e istening
Face the customer $ho is talking to you
Maintain eye!contact
/o not interrupt the customer
Avoid distractions
Ackno$ledge the guests: emotion
#mpathi0e $ith the customer.
2se $ords to indicate that you are follo$ing
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%E
a7ing The Sale
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%:
a7ing The Sale&'(ont.)
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%2
The Sales 9rocess
Value is what you g
Price is what you
a7ing The Sale&'(ont.)
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Handling Difficult
Up-selling Situations
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Difficult Situations
:. Aour Suggestion is not accepted
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Difficult Situations&'(ont.)
%. The uest co/plains a"out the price. ffer an alternative that is less e"pensive.
*. uest does not 1ant an3 suggestions.
Apologi0e. uietly
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%,
The critical thing to remember is that
Creat ser$ice6is the most important touch point.
)t is a pre!re=uisite of C5ttracting6 ; CRetaining6 the customers.
R "
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6@
Re/e/"er
/o not hesitate to 2p!ell
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Belie$e
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Thank you
and
Happy Selling