Waiters and waitresses are a key part of your restaurant staff and should be treated like key sales people other organizations have. Without great service, few customers would return as repeat customers to any restaurant. A great server does more than just wait on customers: He or she is a good salesperson. They should not just be taking orders and delivering food, they should be up selling a something off your restaurant menu.
Here is what Up-Selling is:
A great server knows how to up-sell. Up-selling is simply getting a customer to spend more than he was originally intending. For example:
Customer: “I’ll have a vodka martini, strait up.”
Server: “Do you have a preference on the vodka? We carry Three Olives, Absolut and Effen.”
Customer: “Absolut, please.”
The wait staff did not take the drink order and walk away. Instead he/she offered more expensive liquor – an upsell. A regular drink is fine, but a good server will always try to offer something a little nicer and little bit more expensive. A restaurant may be thought of as a food and beverage operation, but that doesn’t mean its employees shouldn’t employ salesperson tactics.
Chain restaurants, such as Burger King, employ up-selling all the time. Whenever the person working the drive-through asks if you want to super-size your number two, or if you want the extra-large fries for thirty cents, that is up-selling in its most basic and unrefined form.
The Up-Selling Basics-
In your restaurant, up-selling should be done with a little more finesse. The key to up-selling is to do it in a way that the customer doesn’t know he or she is being up- sold something.
Server: “Would you care to start with an appetizer tonight? Our chef is running our house favorite, a baked hot pepper with crabmeat.”
Customer: “That sounds good. What else is in it?”
Server: “It has a creamy sauce with roasted red peppers. I have one whenever I come in for dinner.”
Customer: “That sounds great! We’ll split one!”
The server didn’t wait to hear if the customer wanted to order an appetizer. Instead he/she just went right ahead and started to describe a popular special the kitchen was running.
Server training should be an ongoing thing, just like a sales staff in a sales organization. A well trained staff is one who will up-sell and get you higher priced tickets.