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Up selling FnB Service training
This document discusses upselling techniques for food and beverage attendants. It defines upselling and identifies common objections attendants have for not upselling. The document then provides reasons to overcome these objections and lists different upselling question techniques like trigger questions, alternative questions, and approval questions. Examples are provided for each technique. The document concludes with practicing role plays of sample attendant and customer interactions and a review of the session objectives to be able to promote products positively and increase revenue through upselling skills.
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Up selling FnB Service training
- 1. 1 Upselling Food andBeverage
- 2. Worst and BestCustomer Experience Person A – Best Experience as a customer 2 Person B – Worst Experience as a customer
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- 4. Objectives At the endof this session you should be able to: Be able to use upselling techniques 4 Promote your products in a positive manner Increase the revenue in your outlet Be a more professional F&B attendant
- 5. Definition A sales techniquewhere the seller induces the customer to buy more, either higher priced items or other added ones in the attempt to make a more 5 profitable sale.
- 6. Upselling When you hearthe word upselling how do you feel? What are some of the everyday obstacles you face when upselling to your customers? 6
- 7. Reasons for notupselling Product knowledge is part of your responsibility I do not know the products 7 Product knowledge is part of your responsibility You need to know your menu well Discuss with the chef at the start of the shift for daily specials or menu items which are not available Ask for the chef or supervisor to give you more information if you are unsure Attend wine and menu item training
- 8. Reasons for notupselling The guests are having a business lunch 8 The guests may be busy but they still need to eat! Wait for a pause in conversation Be fast and efficient with a smile Be available but not smothering
- 9. The guest isa regular customer Reasons for not upselling 9 Even regular customers get bored Establish good relationship with regular customers Offer suggestions of a different product or something that would complement regular product Use your relationship to an advantage
- 10. We are outof stock Reasons for not upselling 10 Let the guests know as before they make a selection Offer an alternative
- 11. I am tired Youare an actor and need to play a role Reasons for not upselling 11 play a role Your mood, behaviour and attitude reflect the service you provide to our customers
- 12. Reasons for notupselling I am too busy Too busy or not organised? 12 The more help you provide the customer in making a selection the more it will save you time
- 13. The customer wantsthe buffet Reasons for not upselling 13 But there are still opportunities to upsell
- 14. The guest donot want to spend money Reasons for not upselling 14 How do you know ? Do not assume. By sitting at the table the guest has already agreed to spend some money.
- 15. I am notcomfortable / I do not dare Reasons for not upselling 15 This may be the biggest obstacle for everyone The others are not obstacles but excuses!
- 16. Professional F&B Attendant Everyprofession has certain rights and duties. By asking questions and giving advices, 16 By asking questions and giving advices, the professional assumes the position of an expert in the eyes of the customer, something that is beneficial to both parties.
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- 18. Sequence of Service Howmany opportunity for upselling were identified? 1. Pre dinner drink order 2. Water 3. Food order 18 3. Food order 4. Wine order 5. Empty bottle or glass 6. Dessert order 7. Drink with dessert 8. Drink after dessert
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- 20. Bar Service What opportunitiesare there for upselling ? Suggestion of type of drink Brand of spirit 20 Wine Food / Snack with drink
- 21. Techniques Trigger Questions Alternative Questions DirectiveQuestions 21 Directive Questions Approval Questions
- 22. Trigger Question Arousing Interest PromotingSelling Points Are you familiar with….. 22 Are you familiar with….. I recommend you try….. Do you know…… Have you ever heard……
- 23. Trigger Question Examples Have youheard of our Vietnamese special dish? 23 Are you familiar with our happy hour in the German Brasserie? Have you ever tried Chilean wine?
- 24. Alternative Question “….or ….” Tooffer a choice between two products we are selling 24 Use it in an introduction: To start your meal…. To end your meal… To go with your meat…. While waiting for your friends….
- 25. Alternative Question Examples Would youlike sparkling or still water? 25 Would you like to start with a cocktail or a glass of wine? To go with your dessert would you like coffee or a liquer?
- 26. Directive Question Asking theguest for a spontaneous answer To start your meal, which…. To end your meal, which…. 26 Before your appetizer, would you like ….
- 27. Directive Question Examples Which pastawould you like to try? 27 What kind of cocktail do you like? What is your favourite desert?
- 28. Approval Questions Seeking customerapproval Look for Body Language Affirmative tone of voice Eye contact 28 Head nodding I guess…. I am sure…. What about…. Another glass of wine…
- 29. Approval Questions Examples Another cocktail? 29 Some more beer? A glass of wine to start? I am sure you will love our chef’s special for dessert. Shall I order this for you?
- 30. Practice Time –Role Plays 30
- 31. Person B –F&B Attendant Directive Question 31
- 32. Person A –F&B Attendant Trigger Question 32
- 33. Person B –F&B Attendant Alternative Question 33
- 34. Person A –F&B Attendant Approval Question 34
- 35. Person B –F&B Attendant Trigger Question at the Bar 35
- 36. Person A –F&B Attendant Alternative Question at the end of the meal 36
- 37. Person B –F&B Attendant Approval Question at the start of the meal when taking food orders 37
- 38. Person A –F&B Attendant Directive Question when selecting wine 38
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- 40. Objectives At the endof this session you should be able to: Be able to use upselling techniques 40 Promote your products in a positive manner Increase the revenue in your outlet Be a more professional F&B attendant
- 41. Follow up Apply thenew skills on the job Know you menus so that you can advise guests Ask your supervisor for advice 41 Try the different upselling techniques on different guests Lets achieve our department goals!
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