Anyone who has ever worked with TrueGuest will tell you that one of the biggest things we preach is proper selling and up-selling techniques. We have to give a tip of the hat to a restaurant that really nails the art of selling. Here is our story:
Three of our team members went to the Hard Rock Cafe for a quick lunch. Because the Hard Rock is a tourist destination, they really had a lot to sell. The host sat us at a table, handed us menus, and said that our server would be over in just a minute. A minute later, the server arrived and greeted us. She asked for our drink order. Instead of just asking ‘what would you like to drink’, she also recommended three beverage selections including their specialty iced tea. When one of us ordered a soda, she casually tried to up-sell him on the souvenir cup. It probably would have added another $4 or $5 to the tab.
After taking the beverage orders, the server offered us an appetizer. Instead of just asking ‘what can I get for you’, she recommended an appetizer sampler platter for us to share. The appetizer platter was $19.
When she came back to take the entree order, she came up with creative ways to up-sell. She offered different side order choices (at a premium price of course) and extra toppings on the sandwiches (add another buck for bacon, etc.).
While we were waiting for our food, she brought over a miniature catalog of Hard Rock stuff from the gift shop. She said that if we wanted to purchase a t-shirt or something, she could get it and add it to our bill.
After the meal, she attempted to sell us some desserts. The dessert menu was cleverly placed inside of the check presenter so you would be forced to look at it.
The server was great at selling and had a lot of opportunities. She was very casual about everything that she offered. It would have been very easy to say ‘yes’ to many of her choices. She probably does very well with her tips and her average check is probably well over $20, even though most entrees are only around $10.
good article on upselling. i have never been to a hard rock but it sounds like they have it down. my f&b supervisor is working on an upselling contest to get our average checks up.