Join Waitrainer+ and Upserve as we discuss the importance, and process, of upselling. How can upselling help your restaurant to drive more revenue?

2. THE IMPORTANCE
OF UPSELLING
D R I V I N G M O R E R E V E N U E T H R O U G H E A C H C U S T O M E R V I S I T

3. Our Presenters
T O D D E D M A N C H A D T R O U T M A N
Waitrainer+ CEO Upserve, Director of
Revenue Marketing

4. Todd Edman
W A I T R A I N E R + C E O
Todd the CEO of waitrainer+ comes from a corporate
training software background. He stumbled into the
restaurant industry by working with a server who
was frustrated with his training process. He realized
the normal corporate training tools were a bad fit
for Restaurants so he developed Waitrainer+: A tool
to help restaurants simplify their training

5. Chad Troutman
D I R E C T O R O F R E V E N U E M A R K E T I N G
Chad joined the Upserve marketing team in 2014 to
help increase brand awareness and demand. He
oversees the company’s marketing efforts for its
customer engagement solutions and audience
development strategies. Chad specializes in small to
mid-sized restaurant group marketing, with an
emphasis on demand generation and analytics.

6. Why Upsell?
C O S T S A R E T I G H T E R T H A N E V E R F O R
R E S T A U R A N T S .

7. Why Upsell?
The average profit margin for
restaurants is
3.5%
However, more customers than ever are eating
out. Each guest is an opportunity to drive more
revenue and lower your overhead.

8. Which Items Should You Upsell?
W H I C H I T E M S A R E M O S T P R O F I T A B L E ?
W H I C H I T E M S A R E A L R E A D Y S E L L I N G ?
W H I C H I T E M S D O Y O U R S E R V E R S L O V E ?
W H I C H I T E M S R E P R E S E N T Y O U R B R A N D ?

9. Read Your Guests
C E R T A I N I T E M S C A N B E U P S O L D T O A
L A R G E G R O U P V E R S U S A S I N G L E D I N E R .

10. Read Your Guests
Items to upsell:
- Side salads
- Drinks with their preferred alcohol
- Specials
Single Diner Large Group
Items to upsell:
- Drink pitchers ( margaritas, beer)
- Large appetizers
- Desserts to share
It' s important for servers to
know that upselling is not a
one- size- fits- all deal. Building
rapport & listening to guests
will drive better upselling!

11. Create an Experience
U S E S T O R Y T E L L I N G T O S E L L A N
E X P E R I E N C E , N O T J U S T A N I T E M .

12. Create an Experience
Guests are looking for many things in a
restaurant experience beyond the menu item.
how you work to build that experience makes all
the difference.
Go above and beyond good customer service and
build loyal guests with these strategies.

13. Flexibility
Be aware of potential allergens
Have planned substitutes for items that may
cause problems on your menu.
Be ready to propose alternatives.
Being open to alternates will prove to
customers that you care about their needs and
preferences.
In general, your restaurant should:

14. Personalization
Coaching moment: give a real greeting.
Learn the names of regular guests
Learn food & drink preferences to better
suggest new items.
Give guests the feeling that they are special
( because they are) .

15. Knowledgeable
Coaching moment: provide continual training
on new menu items, including seasonal items.
Coaching moment: make sure servers know
about all specials, as well as cooking
methods.

16. How can you ensure staff will use
storytelling in serving?
Meaningful, memorable, fun, & unexpected
experiences influence the way customers
perceive you and feel about you. Those
customers are more likely to come back ( which
makes upselling easy) !
Find a story for each menu item & train your
staff members on how to tell it.
Encourage servers & bartenders to share their
own stories and experiences ( within reason) !

17. Help Your Servers Succeed
G U E S T S N E E D T O T R U S T T H E I R S E R V E R
T R A I N I N G W I L L H E L P T H E M B U I L D
T R U S T & U P S E L L .

18. Humans make emotional decisions & often
base those decisions on trust.
If servers are having difficulties upselling, they either: haven' t built
trust with the customer OR they aren' t taking the opportunities given
to them.

19. To build trust,
train on the following
topics:
How to read guests
How to describe items
How to present items via storytelling
Quality control

20. Measure Your Success
I M P R O V E I N C R E M E N T A L L Y & M E A S U R E
W E E K L Y
G R O U P - B A S E D N U M B E R S P R O V I D E
B E N C H M A R K S
C O M M U N I C A T E W I T H S T A F F

21. How can you make
staff aware of their
performance?
Provide them with opportunities to shadow
those that are doing well
Provide them with teaching moments
Discuss success benchmarks in pre- shift
meetings
Keep communication about what success
looks like.

22. Contact Us
@ G E T U P S E R V E @ W A I T R A I N E R
U P S E R V E . C O M W A I T R A I N E R . C O M