Upselling is not only about selling more, but it is about taking the opportunity to wow customers through experiences. Upselling creates returning guests, grows business’ reputations and ultimately, increases profits while making you stand out from competitors.
The hospitality environment is unique in that customers enter with the strong intention to spend money. Creating a unique, informative and personalisable experience is appreciated, and even if this involves spending more money, customers see it as a good thing, providing they have a good time.
Here are 13 top tips to get your bar staff upselling successfully:
1. Understand your customer
Take time to speak to each customer, asking what they like to drink and asking plenty of questions so you understand their preferences. When you know what they like, you can sell more expensive, similar products, or even cocktails which include the same ingredients.
2. Know your menu
Make sure you know your drinks menu so you are able to give informed facts about the flavour, and the experience they will enjoy with each choice of drink.
3. Make recommendations
Based on the customer’s taste, make informed recommendations. To do this, you must listen, know your menu and apply critical thinking to suggest something they will enjoy. Feel free to give personal recommendations and share the drinks you love most. When asking somebody what they would like to drink, if they aren’t sure, offer to recommend some of the most popular drinks you have on offer. If the customer already knows what they want, for example, a rum and coke, you are still able to take the opportunity, asking “do you have a preferred rum, or can I recommend one for you?”
4. Educate customers
Use this opportunity to educate your customers. Tell them the ingredients, flavours and stand-out attributes of each drink, explaining why specific additions work well, and how they can enhance their experience through premium liquors or more expensive drinks.
5. Be passionate
Show passion for each drink on offer. A moody or deflated person behind the bar can ruin an entire experience, so don’t be afraid to show your personality and enjoy your job. Show excitement for what you do, have fun with your customers and create a fantastic overall experience for every customer that comes into your bar.