F&B Up-Selling Skills

Introduction

In today's fast-paced dining environment, up-selling is an essential skill that not only enhances the guest experience but also drives revenue growth. This workshop empowers participants with effective suggestive selling techniques, transforming routine interactions into opportunities to delight guests while boosting sales.

Participants will learn how to confidently recommend dishes, guide guests in making informed choices, and create a complete dining experience that leaves a lasting impression. This program focuses on the art of balancing customer satisfaction with strategic sales, teaching participants how to maximize each interaction without being pushy. Using a blend of interactive tutorials, dynamic presentations, engaging videos, and group discussions, this workshop delivers real-world skills that can be applied immediately. Whether you're looking to sharpen your team’s selling prowess or elevate the overall dining experience, this up-selling workshop brings modern, results-driven strategies to the forefront.

Outcome

At the end of this program, participants will be able to:

- Provide a total dining experience to the guests by offering suggestive selling
- Understand the professional roles and qualities of a sales person
- Apply the techniques of effective communication
- Use the product knowledge to guide the guests in selecting a menu item
- Identify and respond to customer needs using anticipating skills
- Understand the different types of enhanced selling
- Use the suggestive selling techniques to increase sales
- Use appetizing descriptions when taking order

Select to design your own content and request for a customized quotation

No Topic Topic Description
1 INTRODUCTION
  • Welcome learners and icebreaker activities
  • Overview of the programme
2 CUSTOMER SERVICE-PROFIT CHAIN
  • What is Customer Service-Profit Chain?
  • Why is Customer Service So Important?
  • What the Customer Buys?
  • High-Quality Customer Service.
3 TOTAL DINING EXPERINCE
  • Product
  • Service
  • Ambience
  • Employee
4 THE PROFESSIONAL SALES PERSON
  • Qualities of an Effective Sales Person
  • Different Types of Sales Person
  • What is Your Professional Roles?
5 CREATING A POSITIVE IMPACT AND DEVELOPING RAPPORT
  • Creating a Positive First Impression
  • 3 Elements of Creating a Positive Impact
  • Face to Face with the Customer
  • Over the Telephone
  • How Can You Build Rapport with Customer?
  • Pacing & Mirroring
6 DISCOVERING THE CUSTOMER’S NEEDS
  • Types of Guests
  • Identifying Guest Needs and Wants
  • Questioning Skills
  • Listening Skills
  • Observational Skills
  • Anticipating Skills
  • Analysing and Interpreting Information
7 PRODUCT KNOWLEDGE I
  • What Customers Consider When Selecting A Menu Item
  • Product Information
  • Basic Nutrition
8 PRODUCT KNOWLEDGE II
  • Vegetarian and Their Diets
  • Food Allergies
  • Cooking Methods
  • Terminology
9 ENHANCED SELLING
  • What are the Benefits to Us?
  • Types of Enhanced Selling.
  • What is Suggestive Selling?
  • What is Up-Selling?
  • What is Cross-Selling?
  • What is On-Selling?
10 SUGGESTIVE SELLING TECHNIQUES
  • Read Your Guests
  • Listen
  • Suggest Specials and Extras
  • Guide The Guests
  • Offer Options
  • Know Your Product
  • Use Appetizing Descriptions
  • Ask For Sales
11 SUGGESTIVE SELLING ROLE PLAY
  • Applying the 8 Steps of Suggestive Selling Techniques
  • Understanding Product Knowledge based on Menu
  • Taking Order Techniques
  • Describing Menu Items Effectively & Using Appetizing Descriptions
  • Cooking Process
  • Colours
  • Tastes & Textures
  • Smell

Expert

Image

Social Media Icons

Copyright © 2021 PROFESSIONALS ASIA CONSULTANCY 202103127752 (RA0071453-H) - All rights reserved.

Register Form

Cancel

Sign in to your account

Register Form

Cancel

Sign in to your account