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Upselling in a Restaurant
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Customer Communication
Staff Communications
Staff Briefings:
Should become a daily routine
Encourage the staff to do most of the talking
Creating role-play scenarios
Involve manager, waiter and chef
Rewards and Incentives should be offered
e.g. whoever sells the most starters or coffee’s
Correct posture
- Back straight and chin up
- Shoulders relaxed
- Arms by your side
Appearance:
- Uniform should be clean and ironed
- No piercings on display
- No jewelry
Men: Clean shaven, hair short and neat
Women: Hair tied up, minimal make-up
To Summerise Keypoints:
- Hook, Line and Sinker Technique of upselling
- Good Posture
- Good Appearance
- Holding Staff Briefings
- Offering Rewards and Incentives
The Customer
Who will benefit from this training?
Everyone involved in the restaurant
Chefs
Owner
Waiters
Managers
Upselling in a Restaurant
exercise
Training Session:
The Line
Objectives of the Session
The Hook
The Sinker
Overview of the Session
At the end of this session, the trainee will be able:
- To introduce the hook, line and sinker technique of upselling and to put it into practise
- To Develop and Demonstrate excellent presentation skills to the customer
- To identify the importance of communication between staff within the restaurant
The Line is the elegant description of the dish
The line should give detail about the dish
- Where it comes from
- How it was cooked
- The accompaniment
- What sauce it comes with
The sinker is the closing line that seals the deal
It’s the punch line that makes the customer want to buy the dish
“It’s my favourite”
“It’s fabulous”
The Hook is the opening sentence that captures the customers attention
It should start with a bang to get the customer to listen
The sentence should be prepared but should genuine
These lines should avoid
yes/no questions
- Aims
- Objectives
- Who can benefit from this training
- Techniques of upselling
- How to present yourself
- Demonstrating good posture
- Staff Communication
Upselling in a Restaurant
Aims of this training
Trainer: Sean Leahy
To increase food and beverage sales in a restaurant and to improve the service excellence of
the staff
The Hook
The Line
Examples of descriptive words;
“Pan-fried Sea Bass”, “Charcoal grilled Chicken”
“Garnished with …”
“Served with a red-wine jus”
“Freshly prepared creamy potato”
Examples:
- “A great starter to share is...”
- “You must try our …”
- “On a day like this, you would enjoy … ”
- Avoiding yes/no questions:
- “Can I offer you…?”
- “Would you like a starter…?”