In the competitive restaurant industry, the art of upselling can make a significant difference in your revenue and overall success. Upselling refers to the practice of persuading customers to purchase additional or more expensive items than they initially intended. It involves suggesting complementary items, upgrades, or add-ons to increase the overall value of their order.
According to McKinsey, businesses that upsell and cross-sell can increase sales by 20% and boost profits by 30%. But it’s not just the restaurants that benefit; customers enjoy customized recommendations, exposure to new menu items, and, overall, a better dining experience.
Ultimately, empowering your staff to upsell can help you increase average check size while providing added value to your customers — a win-win strategy. In this post, we'll explore proven upselling techniques and how your point of sale (POS) system can be your greatest ally in this endeavor.
5 Effective Upselling Techniques
Restaurants can employ various upselling techniques to enhance diners’ experiences and boost revenue.
1. Suggestive Selling: Gently suggest additional items or upgrades when taking orders. Example: "Would you like to try our special truffle fries with your steak? Many of our customers find it to be a delightful pairing."
2. Cross-Selling: Encourage customers to complement their main dish with sides, beverages, or desserts. Example: "Our grilled salmon pairs perfectly with our fresh garden salad. Would you like to add that to your order?"
3. Bundle Offers: Create enticing packages that offer a slight discount when customers purchase multiple items together. Example: "Enjoy our family meal deal that includes two entrees, a large pizza, and a dessert at a discounted price when purchased together."
4. Limited-Time Specials: Run time-limited promotions that prompt customers to take advantage of unique offers. Example: "For this weekend only, we are offering a complimentary dessert with every two-course meal. Don't miss out on this exclusive offer!"
5. Storytelling: Use storytelling techniques to describe dishes in an appealing way, making customers eager to try them. Example: "Our chef's special, the Mediterranean seafood pasta, is a savory blend of fresh seafood and aromatic herbs, taking you on a culinary journey along the Mediterranean coast."
The Role of Your POS System in Upselling
Your POS system plays a pivotal role in executing these upselling techniques:
Order Modification and Customization: Modern POS systems enable restaurants to offer customers the flexibility to modify their orders, allowing them to add extra toppings, sides, or substitutions. By streamlining the process of order customization, the POS system simplifies the upselling process, making it convenient for customers to explore additional menu options that cater to their preferences.
Customer Preferences and Order History: Leveraging the data stored within the POS system, restaurants can gain valuable insights into each customer's ordering history and preferences. By analyzing this data, restaurant staff can make informed recommendations, suggesting menu items that align with the customer's previous choices, boosting the chances of a successful upsell based on individual preferences.
Automatic Prompts for Upsells: Integrating automatic prompts within the POS system allows servers to receive real-time suggestions for upselling opportunities during the ordering process. These prompts can be based on the customer's current selections or popular pairings, enabling servers to make timely and relevant upsell recommendations without appearing intrusive or pushy.
Visual Menus and Item Descriptions: POS systems can incorporate visual menus that include enticing images and detailed descriptions of menu items. By presenting high-quality visuals and vivid descriptions, the POS system can stimulate customers' interest and appetite, encouraging them to explore additional menu options or upgrades that they might not have initially considered.
Training and Implementation
Upselling success requires adequate staff training. Implementing upselling techniques consistently and effectively ensures that it becomes a seamless part of your restaurant's daily operations. A modern POS system, like RPOWER, can assist in this with the following features:
Interactive Training Modules: Many POS systems offer training modules that help your staff understand and practice effective upselling techniques.
Real-Time Feedback and Performance Metrics: Get real-time feedback on staff upselling performance and use metrics to refine your training program.
Final Thoughts
Mastering the art of upselling is not only about increasing revenue but also about enhancing the dining experience for your customers. Your POS system is a powerful ally in this journey, offering features and data-driven insights that can help you reach new heights in your restaurant's success.
For more insights on how an advanced POS system can help boost sales and profit, download our eBook, “How to Use Your POS to Increase Profitability.”