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Get your staff to upsell effectively

Upselling is crucial to the success of your outlet. Perfecting the art of the upsell so it is done effectively can be tricky, but we’ve pulled together some key pieces of advice to help you and your staff master the task. 

Training your staff

In your team, varying experience levels can affect upselling abilities. Those with more knowledge can share their experiences. Ensure staff are familiar with specials or promotions, like a cocktail of the month, to inform customers effectively. Consider focusing on different upsell items each month, such as a limited edition cocktail jug in summer.

Hold engaging, hands-on training sessions, including role play, to practice upselling scenarios. Use online learning tools for additional support and inspiration.

Encourage staff to recommend dishes and drinks to customers. During busy or low-staffed periods, use posters, menus, and boards to promote upsells, both inside and outside your venue.

Promote healthy competition

Staff incentives are a great motivator; why not try rewarding your team each month with a cash bonus, free meal and drinks or experience day for two to recognise a great job. If your team are seeing rewards in return for excellent performance they know it is appreciated and that it won’t go unmissed, they will in turn make that extra effort to go above and beyond.    

The customer is always right. A satisfaction survey is a brilliant way of getting feedback on all aspects of your pub from food and drinks to service. Are you worried that your customers will be reluctant to fill it out? Offer automatic entry into a prize draw as part of the process which gives customers the chance to win a free dinner and drinks package and in turn encourages them to provide you with their honest thoughts. If your staff know that customers will be regularly feeding back they’ll go the extra mile to aim for a personal mention.

With consumers making different choices...

As health trends grow, consumers are choosing soft drinks over alcoholic beverages, with low and no sugar options gaining popularity. Display your full range of soft drinks behind the bar to showcase the variety, including healthier alternatives.

Premiumisation is essential. Enhance the soft drink experience by creating an impressive mocktail menu. Mocktails offer a premium experience for those avoiding alcohol.

Experiment with soft drinks to encourage customers to upgrade from tap water. Train your team to use unique glassware, varied ice shapes, and suitable garnishes to elevate any soft drink. These enhancements justify a premium price due to the improved experience.

The menu is where it's at

The menu is one of the first impressions your customers will have of your food or drinks offering, so it needs to be impressive. Customers don’t want to feel pressured into making a quick decision at the bar; a menu allows them to take their time when making a food or drink choice. Do you have a wide range of mocktails, cocktails, wines or craft beers that appeal to different tastes? Then an impactful menu will serve you well.

Train your staff regularly, new or old, on the importance of becoming familiar with the menu, particularly as it changes between seasons. Inject some personality to your offering with each employee having a drink or meal of choice that they would confidently recommend to a customer if asked. 

We have an incredibly visual and helpful guide all around menu inspiration, it includes an easy to follow checklist, a sample menu and much more to make sure your menu is spot on.