Team Members

March 2009

Upsell to Your Customer

How to…

What you need to know

•

Everything we sell has a

“Perfect Partner”

i.e. Muffin with coffee, whipped cream with hot chocolate, OJ with breakfast,

•

“Anything Else”

is not considered an upsell

•

If we can increase our ATV by just 1p that would create an extra £208,000 pounds of revenue

•

Customers like to be sold to/have interaction with their server

•

We are here to sell

•

To

“serve”

is to give the customer what the ask for

•

To

“sell”

is to give the customer something more than they originally came to buy (upsell)

•

Talk to your customers, you are far more likely to close an upsell positively when you talk to your customers

•

Avoid using words like

“can, are, is”

these require one word answers which are

“yes”

and more likely

“no”

•

Use open ended questions like,

“How, What and Why”

The 3 biggest mistakes in upselling

1.

No attempt is made to upsell.

2.

The salesperson comes across as being pushy

3.

The upselling is made in an unconvincing manner so the customer generally refuses.

How we do it…

•

Follow the 5 steps to

“provide a memorable experience”

•

At the

“take the order”

stage, try the following;

•

Suggest a perfect partner; i.e.

Muffin with coffee, whipped cream with hot chocolate, OJ with breakfast etc.

•

Use open ended questions;

How about a muffin or pastry with your drink?

What can I get you to eat with that?

Why not try our new pecan slice today?

•

Once you have the upsell, don’t stop there, for instance; if a customer asks you for a Hot Chocolate you;

1.

upsell in to a large drink = 40p

2.

upsell whipped cream = 30p

3.

upsell marshmallows or flake = 30p

4.

upsell a muffin, cake or pastry = 1.89p

What you have just achieved is getting your customer to spend more money and by talking to your customer you have
provided a memorable experience

You are responsible for…

• Upselling to every customer

• Encouraging your colleagues to upsell

• Knowing your perfect partners

• Knowing your product ingredients

• Creating a positive selling environment

Your challenge….

• Upsell to every customer using the

methods described above

• Find out your individual ATV and aim to

increase it by 5% per week

• With your team, come up with and agree

your “perfect partners” for your top 20

selling items

Team Members

March 2009