Upselling – making the most of a menu

â- Suggest one of your own favourite drinks

â- Suggest the aperitif of the week or a similar in-house promotion - for example, cocktail of the month

â- Read the moment - for birthdays suggest Champagne, for warm weather suggest Pimm's cocktails

Key points

â- If a customer hesitates be sure to offer a suggestion

â- If guests arrive at different stages make sure you return to the table to ensure everyone has a drink

â- Always offer a second aperitif before the food and wine order

â- Always offer the drink before the glass is empty

â- Nod when giving an option as this is a suggestive selling technique. It encourages the customer to say "yes"!

Mineral water

When

â- As soon as an aperitif is ordered

â- If a customer chooses not to have an aperitif

How

â- If a customer is waiting for other guests

â- If the customer has only ordered wine/aperitif

â- Lead the suggestion of water by offering sparkling or still

Key points

â- Always pour water immediately and keep glasses topped up

â- Always offer a second bottle

Specials and promotions

When

â- Once the aperitif drinks have been served

â- Before the customer has chosen their meal

How

â- Let the table know that you would like to go through the specials with them

â- Open with an interesting introduction - for example, "the sea bass is a favourite today…"

â- Keep eye contact with the customer

â- If a customer is unsure, show them the menu and explain all the different dishes

Key points

â- Don't rush - this is an important time to build your relationship with the customer

â- Ask if they have any questions about the specials or anything else on the menu

â- Make sure the customer is clear on the price of the dishes so it does not come as a surprise when they get the bill

Wine

When

â- Once the customer has chosen their choice of meal

â- If a customer doesn't want an aperitif and prefers to go straight to the wine list

How

â- Ask the customer what type of wine they enjoy drinking

â- Recommend a wine that would complement the food they have ordered

â- Offer regular customers something different

â- If a customer is unsure, offer them a taste by selling a glass first. This can be done to upsell a specific wine

â- If a bottle is too much, recommend a half bottle or glass instead

Key points

â- If a customer only wishes for a glass of wine, always offer a glass

â- If you're unsure about a particular wine, always ask a senior waiter, etc - don't bluff!

Desserts

When

â- When a customer has finished their main meal and the table has been cleaned down

â- If a customer has mentioned they are saving room for the dessert

How

â- As dessert menus are placed in front of the customer, describe some of your favourites

â- If a customer would prefer something simple, speak to the pastry chef to see what he can do

â- Once a customer has ordered their dessert, offer a dessert wine or port to complement it

Key points

â- Desserts are the last thing a customer eats, so treat this part of the dining experience with detail

â- It is very easy to convince a customer to order a dessert, everybody enjoys them!

â- Sharing is often a good suggestion, particularity if the table is mixed

Coffee and after-dinner drinks

When

â- Once the customer has finished their desserts

â- If customers are in a hurry and wish to order coffee with their desserts

How

â- Describe different coffees on the menu and how they are made

â- Upsell liqueur coffee, people often forget they can order these

â- Invite them to take a look at the bar if they are unsure of a liqueur to choose

â- Offer a choice of liqueurs and a brief description of a less familiar one

â- Inform the customer of any in-house promotions

Key points

â- Liqueurs can increase your spend per head and leave customers satisfied

â- Always offer a second cup of coffee or liqueur

â- If a customers orders an espresso, always offer a double