A restaurant owner should realize how much impact waiters and waitresses have on customer satisfaction and profits. Restaurant room attendants have direct contact with customers, so does the waiter:
Restaurant room service is thus close to the customer from the entrance to the exit of the establishment. Despite appearances, the work of a waiter or waitress is difficult and stressful, so the person in this position should have the right character traits. For the restaurant owner the choice of service is very important, because it can significantly affect customer satisfaction, profits and brand building.
Upselling is a marketing method in which we offer the customer products or services at a higher value than originally ordered. The key to this method, however, is to offer the customer something we believe to be of better quality but at a higher price. The determinant of upselling should be customer satisfaction, which is the most important. Only in second place is profit. An attempt to sell something unpalatable for a higher price will have an opposite effect. The restaurant will earn a few zlotys more but the customer will not order the dish again because they will be disappointed with its quality.
In order for this method to be effective, it must of course be properly implemented in the restaurant and used on an ongoing basis. It is the room service that has contact with the customer, so they can offer a more expensive, but tastier dish or some addition increasing customer satisfaction and profits. Waiters and waitresses should therefore be trained by the employer or manager in the upselling method.
A sales technique like upselling can be very beneficial to a restaurant. Unfortunately, using it incorrectly can discourage customers. It is therefore worth learning the basic principles of applying this method:
Customer satisfaction and increased profits are only possible if the waiter or waitress offers something of better quality but also more expensive, or an extra dish, drink or dessert in an appropriate way. Therefore, we want to show how the waiter should construct statements so that the customer is willing to take advantage of the offer.
Better quality and more expensive dish:
In addition to upselling, of course, we have other sales and marketing techniques that we can use in a restaurant. They allow us to increase customer satisfaction and profits at the same time. So the room staff should know them and apply them according to the possibilities.
Crosselling is a cross-selling technique in which we offer the customer an additional dish or product that matches the order in order to increase profit during one transaction. The room service staff should therefore be familiar with the food and beverage menu and advise customers of additional products accordingly. The main course may be accompanied by a matching wine or appetizer. For dessert, coffee or sweet wine can be suggested. And for a hamburger you can offer fries and cola. The customer is less reluctant to spend more money anyway.
Downselling is a sales technique in which we offer the customer cheaper products or services. So we can say that it is the opposite of upselling. However, we use this method only in specific situations, namely such in which the customer considers a dish, drink or service too expensive and wants to resign from the service altogether. Of course, it is not about selling something half-price to every client who is not satisfied with the price, but about not losing the client completely. Sometimes it is better to earn less but gain a satisfied customer.
An example can be the organization of a special event for 50 people. We give the customer a price of 150 zł per person and the customer says that it is too expensive and will look for another restaurant. As a restaurant we can either say goodbye and hope that for a given date we will find another person or we can offer the customer a less extensive menu for 120 zł, but ensure that the quality of dishes and service will be at the same level. Reduced menu will make us earn less but also spend less on ingredients and thus both the customer will be satisfied and the restaurant will make a profit.
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