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How do you train your staff to upsell and cross-sell your menu items effectively?

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Menu engineering is a strategic approach to designing and pricing your menu to maximize your profits and customer satisfaction. But having a well-engineered menu is not enough if your staff are not trained to sell it properly. Upselling and cross-selling are two essential skills that can boost your average check size and enhance your guests' experience. In this article, you will learn how to train your staff on menu quality and consistency, and how to use upselling and cross-selling techniques to increase your sales and loyalty.

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1 Menu quality and consistency

The first step to train your staff on menu quality and consistency is to ensure that they know your menu inside out. They should be familiar with the ingredients, preparation methods, portion sizes, and presentation standards of each dish. They should also be able to answer any questions or requests from the guests, such as dietary restrictions, allergies, or preferences. To achieve this, you can provide them with detailed menu descriptions, conduct regular tastings, and give them feedback on their performance.

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Michael Nenner

President & Chief Operating Officer
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I have always used written tests on these descriptors to insure that the team really understands the menu and to see how they describe it.

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2 Upselling techniques

Upselling is the art of persuading guests to order more expensive or additional items than they originally intended. For example, you can suggest a bottle of wine instead of a glass, a deluxe burger instead of a regular one, or a coffee and cake combo instead of just dessert. To upsell effectively, your staff must be trained to listen to the guests' needs and preferences and tailor their suggestions accordingly. They should use descriptive and enticing language to highlight the benefits and features of the items, as well as suggest items that complement or enhance the guests' choices such as sauces, sides, or toppings. Additionally, open-ended questions that encourage guests to explore more options should be asked, such as inquiring about their preferred type of wine or how they like their steak cooked. Finally, positive reinforcement and social proof should be used to validate the guests' decisions, such as saying "That's a great choice" or "That's our most popular dish."

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Michael Nenner

President & Chief Operating Officer
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One thing that I’ve found helpful is using role play during shift briefings to practice upselling with the team. You can also use systems like Avero to track up sales and incentive the team monthly, weekly or nightly.

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Filip Obradovic

Hospitality specialist
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Training,team update on daily basis and it is important to make it as a fun! Make it as a game and get them involved! In that case they will offer, offer and offer, which is the key of up sales! Have a weekly, monthly and yearly price!

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3 Cross-selling techniques

Cross-selling is the art of persuading your guests to order items from different sections of your menu. For example, you could suggest an appetizer to accompany a main course, or a special offer in addition to a regular order. To cross-sell effectively, it is important to train your staff to know the best times and occasions to cross-sell, such as when guests are hungry, thirsty, in a hurry, or celebrating. They should also be familiar with suggestive selling and upselling techniques, like introducing items with phrases like "Would you like to start with our signature soup?" or "How about a refreshing cocktail to go with your salad?". Additionally, creating bundles or packages that offer value and convenience can be beneficial. For instance, "For only $5 more, you can get a soup and a salad" or "We have a special deal today: buy one pizza, get one free." Finally, using scarcity and urgency can create a sense of FOMO (fear of missing out) among the guests. For example, "This is the last slice of our chocolate cake" or "This offer is only valid for today."

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Kerry Guznay

+13yrs Building Great Team Culture & Mentorship | Hospitality Management | F&B Director |
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Curate the F&B Experiential Tour: -In resorts when working lunch get guests on the books for dinner & check on them -Recommend drinks by name, made by specific bartenders in their concepts -Invite guests for specific day of week specials and using a server they should request

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4 Training methods and tools

To train your staff on menu quality and consistency, as well as upselling and cross-selling techniques, you can use role-playing scenarios and simulations to replicate real-life situations, quizzes and games to test their knowledge and skills, incentives and rewards to motivate and recognize their achievements, feedback and coaching for constructive guidance, and online courses and videos for flexible learning.

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5 Measuring and monitoring results

The final step to ensure your staff are knowledgeable in menu quality and consistency, as well as upselling and cross-selling techniques, is to measure and monitor their results. You can track metrics such as average check size and sales per cover, menu mix and contribution margin, guest satisfaction and loyalty, and staff retention and turnover. By analyzing these results, you can identify the strengths and weaknesses of your staff and menu, and make necessary adjustments and improvements.

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ashwani kumar

Restuarant general manager
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Give them product knowledge about menu .give them traning how to do . . Always polite with staff help them with work . If they know easily they can do this .and result will come as a profit and n never back fire.

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Kerry Guznay

+13yrs Building Great Team Culture & Mentorship | Hospitality Management | F&B Director |
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"Reward behaviors...not performance" -Upselling that made the experiences remarkable trumps all metrics -Share success with all teams FOH/BOH make them partner-up like: steak contest / that included a picture in a review

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How do you train your staff to upsell and cross-sell your menu items effectively?

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1 Menu quality and consistency

2 Upselling techniques

3 Cross-selling techniques

4 Training methods and tools

5 Measuring and monitoring results

Menu Engineering

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