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SUGGESTIVE SELLING
&
UP-SELLING SKILLS
By: Saurabh Sawhney
What is Suggestive selling ?
A sales technique where the employee asks 
the customer if they would like to include an 
additional purchase or recommends a product 
which might suit the client. 
Suggestive selling is used to increase the 
purchase amount of the client and revenues of 
the business.
Basic examples of Suggestive Selling
• Fast food restaurants :
    I can recommend today’s special ___.
Allow me to recommend ____. You will 
certainly like it. It is delicious.
Have you tried our _____? It is juicy and 
delicious.
• Gaming: After Playing Smaaash Cricket, 
Customer is suggested to play a new game 
which has recently been introduced at the 
centre.
What is Up-selling ?
Up-selling is a sales technique
permitting to increase revenues
with the same number of covers,
therefore increasing a restaurant’s
guest check average.
Basic examples of Up-Selling
• Fast food restaurants :  When you order a 
burger, you will often be asked” do you 
want fries with that?”
• Gaming: When we register for playing 
Smaaash Cricket for 15 mins, you will be 
asked to play 30 mins at a discounted price.
Up-selling
vs Cross-selling
vs Suggestive-selling
• Up-selling is when you call a person’s attention
to an item of greater quality (and cost)
• Cross-selling is when you inform a guest of a
related item that naturally “goes” with the main
product
• Suggestive selling, you are acting as a consultant
(the most professional technique)
Understand the customer’s psychology
The customer is in a buying mood.
He already has made up his mind and is
open to any suggestion that will help him.
It all rests on your ability to engage
combined with how much trust you have
built.
When can you up-sell ?
WaterWater
AperitifAperitif
AppetizerAppetizer
Daily specialDaily special
WineWine
DessertDessert
CoffeeCoffee
DigestiveDigestive
Professionalism in up-selling
• Know all your menu items (taste, preparation,
presentation)
• Know the product name
• Know the value of your product
• Know the selling price
• Know at least 2 options when up-selling (choose
items you usually like)
• Know your guests profile, assess you host who is
your key customer
How do you express yourself ?
• Someone only orders a roasted chicken as a main
course only, you can say: ”Would you care for a
light crispy spinach salad to start?”
• “What kind of margaritas do you have? We have
lime flavored margaritas, or with tamarind,
strawberry, but I would suggest you our lime
Premium margarita which is our most popular
margarita made with a superior tequila.
• “Can I recommend you a sweet wine that would
perfectly match with your carrot cake”
Other ways to express yourself
Recommend: "I think you should also get ..."
Suggest: "You might also want to add ..."
Consult: "I have personal experience with this, and I
urge you to ..."
Question: "Have you thought about? ..." "Have you
ever tried? ..." "Do you know about? ..."
Ask: “Would you care for? ..." "Would you like? ..."
Successful up-selling
Direct all communication to the host and
pay attention to cues. This means that if
the host frowns when you initiate
suggestive selling towards him/her, stop
suggestive selling immediately and simply
present the menus.
• If you are asked to describe a particular item by a guest,
certainly provide an accurate description, but do not
blather ad infinitum, with superlatives.
• After you have engaged the host comfortably, and it is
not disruptive to your presentation, quietly suggest one
or two appropriate wines (within an expected agreeable
price range) to the host and then allow him/her to make
the table’s selection.
• Before reciting desserts, ask the host discreetly if he is
interested in your “special desserts”. His body language
will reveal plenty.
• Up-selling can be a win-win for everyone.
• Try to offer items that may not be on the menu and also
guide your guests through the dining experience so that
they can fully enjoy your wonderful restaurant.
• You have to put the needs of your customer first, the
money follows!
REMEMBER !
YOU CAN ONLY SELL A PRODUCT
IF YOU KNOW IT BY HEART !
YOU NEVER KNOW WHO YOU ARE
SELLING THE PRODUCT TO, BE
CAREFUL!
IMPORTANT THAT YOU …
• Know cocktails and beverage options
• Know all menu items (presentation,
ingredients)
• Know the catch of the day
• Know the daily specials
• Know your desserts
What is the bottom line goal of
up-selling & Suggestive Selling?
Form long-term relationships with
consistently satisfied customers
encouraging sales and repeat sales to
ensure long-term growth.
Start practicing
SMARTLY using the
tips of
successful selling.
HAPPY SELLING !
Thank You

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Suggestive & upselling

  • 2. What is Suggestive selling ? A sales technique where the employee asks  the customer if they would like to include an  additional purchase or recommends a product  which might suit the client.  Suggestive selling is used to increase the  purchase amount of the client and revenues of  the business.
  • 3. Basic examples of Suggestive Selling • Fast food restaurants :     I can recommend today’s special ___. Allow me to recommend ____. You will  certainly like it. It is delicious. Have you tried our _____? It is juicy and  delicious. • Gaming: After Playing Smaaash Cricket,  Customer is suggested to play a new game  which has recently been introduced at the  centre.
  • 4. What is Up-selling ? Up-selling is a sales technique permitting to increase revenues with the same number of covers, therefore increasing a restaurant’s guest check average.
  • 5. Basic examples of Up-Selling • Fast food restaurants :  When you order a  burger, you will often be asked” do you  want fries with that?” • Gaming: When we register for playing  Smaaash Cricket for 15 mins, you will be  asked to play 30 mins at a discounted price.
  • 6. Up-selling vs Cross-selling vs Suggestive-selling • Up-selling is when you call a person’s attention to an item of greater quality (and cost) • Cross-selling is when you inform a guest of a related item that naturally “goes” with the main product • Suggestive selling, you are acting as a consultant (the most professional technique)
  • 7.
  • 8. Understand the customer’s psychology The customer is in a buying mood. He already has made up his mind and is open to any suggestion that will help him. It all rests on your ability to engage combined with how much trust you have built.
  • 9. When can you up-sell ? WaterWater AperitifAperitif AppetizerAppetizer Daily specialDaily special WineWine DessertDessert CoffeeCoffee DigestiveDigestive
  • 10. Professionalism in up-selling • Know all your menu items (taste, preparation, presentation) • Know the product name • Know the value of your product • Know the selling price • Know at least 2 options when up-selling (choose items you usually like) • Know your guests profile, assess you host who is your key customer
  • 11. How do you express yourself ? • Someone only orders a roasted chicken as a main course only, you can say: ”Would you care for a light crispy spinach salad to start?” • “What kind of margaritas do you have? We have lime flavored margaritas, or with tamarind, strawberry, but I would suggest you our lime Premium margarita which is our most popular margarita made with a superior tequila. • “Can I recommend you a sweet wine that would perfectly match with your carrot cake”
  • 12. Other ways to express yourself Recommend: "I think you should also get ..." Suggest: "You might also want to add ..." Consult: "I have personal experience with this, and I urge you to ..." Question: "Have you thought about? ..." "Have you ever tried? ..." "Do you know about? ..." Ask: “Would you care for? ..." "Would you like? ..."
  • 13. Successful up-selling Direct all communication to the host and pay attention to cues. This means that if the host frowns when you initiate suggestive selling towards him/her, stop suggestive selling immediately and simply present the menus.
  • 14. • If you are asked to describe a particular item by a guest, certainly provide an accurate description, but do not blather ad infinitum, with superlatives. • After you have engaged the host comfortably, and it is not disruptive to your presentation, quietly suggest one or two appropriate wines (within an expected agreeable price range) to the host and then allow him/her to make the table’s selection. • Before reciting desserts, ask the host discreetly if he is interested in your “special desserts”. His body language will reveal plenty.
  • 15. • Up-selling can be a win-win for everyone. • Try to offer items that may not be on the menu and also guide your guests through the dining experience so that they can fully enjoy your wonderful restaurant. • You have to put the needs of your customer first, the money follows!
  • 16. REMEMBER ! YOU CAN ONLY SELL A PRODUCT IF YOU KNOW IT BY HEART ! YOU NEVER KNOW WHO YOU ARE SELLING THE PRODUCT TO, BE CAREFUL!
  • 17. IMPORTANT THAT YOU … • Know cocktails and beverage options • Know all menu items (presentation, ingredients) • Know the catch of the day • Know the daily specials • Know your desserts
  • 18. What is the bottom line goal of up-selling & Suggestive Selling? Form long-term relationships with consistently satisfied customers encouraging sales and repeat sales to ensure long-term growth.
  • 19. Start practicing SMARTLY using the tips of successful selling.