Upselling in Operations
Module 3:
This AMU course is offered in collaboration with Edutasia and has been developed and designed by
Asnæs & Vangstrup.
AMU 40003 purpose:
The participant can handle customer contact in connection with the sale of the company's products and services.
The participant can handle the initial contact with the customer in a positive manner, listen to the customer's needs and expectations, and complete the sale, including using techniques to close the sale.
The participant can also end the contact in a positive manner.
Online teaching
You will be introduced to:
A text to read and videos to watch
Questionaires to create reflection
TO ASK
OR
NOT TO ASK…
Is it selling og providing hospitality to ask
guests if they want a pre-dinner drink?
It’s a simple question…
(and most people answer that it’s selling, although it could be argued that without that question, hospitality is lacking…)
Now add a small barrier:
Barriere 1:
Is it selling or providing hospitality to ask a table of guests - who are in the middle of a discussion - if they want pre-dinner drinks?
Barrier 1:
The guests could feel:
unwelcome
like they are disturbing or “in the way”
Barriere 2:
Is it selling or providing hospitality to ask a table of guests – who look like they can’t afford it - if they want pre-dinner drinks?
What do you think the guests feel and think if they are not asked that 1 question?
Barrier 2:
The guests could feel:
unwelcome
“wrong" or misplaced
Barriere 3:
Is it selling or providing hospitality to ask a table of guests - who are irritated because of a mistake in their reservation - if they want pre-dinner drinks?
Barrier 3:
The guests could feel:
unwelcome
like they are being “punished” for being irritated
Enter the link and answer the questions on:
To ask or not to ask
To increase sales ASKING the guests is key…
most employees are aware of this.
But how can we ask questions that both provide hospitality and sell at the same time?
Case 1:
A couple is celebrating their anniversary at a mid-to-high-end restaurant. They’ve enjoyed their mains, and their plates have been cleared. They sit chatting, fully expecting the dessert menu to arrive next. However, the restaurant gets busy. The waiter rushes past their table multiple times to attend to a large group nearby. Fifteen minutes pass. The waiter finally approaches, but instead of offering dessert, they drop off the check and say, "Whenever you're ready!"
Case 2:
The same couple finishes their main entrees. The waiter clears the plates, pauses for a moment, and returns a few minutes later with a fresh set of menus. With a warm smile, they say: "To wrap up your celebration tonight, our pastry chef just finished a fresh batch of chocolate lava cakes, and we have an incredible espresso martini. Can I tempt you with the dessert menu, or perhaps some coffee?"
Enter the link to answer questions on:
Selling or providing hospitality
How can personality & behaviour affect sales?
Front-of-house staff who can “read and understand” a guest's behaviour can easier customiza and tailor their approach appropiately when interacting with customers/guests.
A team consists (most oftently) of different types of personalities, which means that within the team there are different behaviour patterns that can affect the employees ability and natural approch to sales
To understand and analyse our employees and guests behaviour in order to customize our sales initiatives, the DISC archetypes can be used
Enter the link and answer the questions on: DISC profiles & sales
In order to understand the different needs and challenges in the different restaurants please enter the link to give a view on:
Current status on sales in your restaurant
Thank you & see you
next time
17th august 8:30 - 12:15
