How can you effectively upsell in the hospitality industry?

2 Listen to your customers

The second step to upselling is to listen to your customers and understand their needs and expectations. You should ask open-ended questions that encourage them to share their preferences, goals, and occasions. For example, you can ask them what they are celebrating, how hungry they are, or what they are in the mood for. You should also pay attention to their body language, tone, and feedback. This way, you can tailor your suggestions to their specific situation and create a rapport with them.

3 Offer relevant and timely suggestions

The third step to upselling is to offer relevant and timely suggestions that add value to the customer's experience. You should not bombard them with too many options or pressure them to buy something they do not want. Instead, you should focus on one or two items that match their needs and desires, and explain how they can enhance their enjoyment. For example, you can suggest a wine pairing, a dessert, or a special offer that goes well with their main course. You should also time your suggestions appropriately, such as when they are ordering, during the meal, or before they pay.

4 Highlight the benefits and value

The fourth step to upselling is to highlight the benefits and value of your suggestions, rather than the price or features. You should emphasize how your products and services can solve a problem, satisfy a need, or create a positive emotion for the customer. For example, you can mention how a dish can satisfy their hunger, how a drink can refresh them, or how a service can make them feel pampered. You should also use descriptive and sensory language that appeals to their senses and imagination.

5 Handle objections and close the sale

The fifth step to upselling is to handle any objections or questions that the customer may have, and close the sale. You should not take a rejection personally or argue with the customer. Instead, you should acknowledge their concerns, provide more information, or offer alternatives. You should also use positive and assumptive language that implies that they have already agreed to your suggestion. For example, you can say "Great choice, I'll get that for you right away" or "Would you like that with whipped cream or ice cream?".

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?