UP-SELLING or Suggestive Selling

Is a sales strategy used to increase the quantity of product to the customer orders or upgrade the product the customers order. It has been part of the restaurant industry for years. It is also a procedure designed to get more money at the point of sale. You implement it by offering your customers or clients an upgraded product or related item at the time they are making their first purchase.

Pre sales Up grading Related Sales New Product and Promotional Services

It is an integral part all throughout of telling the guests the specials of the day. The special activities the outlet and the hotel is having. Way of Speaking: “Let me tell you about the specials…”. Or “ We have a great Mixed Satay”

Use to trade items from normal to up graded one in size, quantity or price. Way of Speaking: “How about trying the Butter Chicken? it taste wonderful if you have it with the Royal fried rice”

Suggest items that would enhance the guests original order. Way of Speaking: “Shall I bring you a bowl of rice … it goes well with your Paneng Nua.

Used to inform guests of new or special items available. Way of Speaking: “Today,Chef suggest our special salad ……”

Why it is important to suggest? Specific suggestions are better. Don’t worry if the guest says “NO” Way of Speaking: “Would you like to have ……………..? Body language of the sales person.

How many suggestions? Guest tried your suggestions did not like it? Have you tried it before? Way of Speaking: “May I suggest you ……………..? “Would you care for ……………?

If you are asked to describe a particular item by a guest, provide an accurate description, but do not blather. Way of Speaking: “This is a sort of ……” “It is served with…….” “It is made of ……..”

Guests might not accept all your suggestions; this is very normal. There is usually a reason if the guest says “NO” Use this reason to make another suggestions. Continue suggesting until the guest decides what to order. If the guest is not friendly and not patient, do not continue suggesting. Way of Speaking: “What about a …..?”“Have you ever tried…? “Maybe you like ……?“How about a ….?

Help the guest by saying something positive if they are hesitating to buy. If we can assure that what we suggest is going to satisfy the guest, they will buy it. Way of Speaking: “It is one of our specialties” “It is very popular” “Most of our guest like it”

Voiced buying signs Mirror of the guest Silent buying signs Head and facial expressions Hand and arm signs Guest Way of Speaking: “No I don’t eat shell fish” or “I don’t want to eat steak”

Check for guest satisfaction after selling a product. If the guest did not like the product you have sold, apologize and try to please the guest. Way of Speaking: “Did you like your steak?” “Good? Thank you. I am glad” “I am very sorry Sir, I will immediately inform my Supervisor about it”