{"id":2236,"date":"2020-12-23T03:20:30","date_gmt":"2020-12-23T03:20:30","guid":{"rendered":"http:\/\/thepongroup.com\/delphi\/?p=2236"},"modified":"2020-12-23T03:20:30","modified_gmt":"2020-12-23T03:20:30","slug":"keys-to-successful-quick-serve-restaurant-up-selling","status":"publish","type":"post","link":"http:\/\/thepongroup.com\/delphi\/keys-to-successful-quick-serve-restaurant-up-selling\/","title":{"rendered":"KEYS TO SUCCESSFUL QUICK SERVE RESTAURANT UP-SELLING"},"content":{"rendered":"<p>Many restaurant owners are\u00a0<em>uncomfortable<\/em>\u00a0with \u201cup-selling\u201d techniques, where you try to get the customer to buy more when they order.\u00a0 \u201cI don\u2019t want my employees to be\u00a0<em>pushy.<\/em>\u00a0That would drive\u00a0<em>away<\/em>\u00a0customers. Customers will buy what they\u00a0<strong>want.<\/strong>\u201d Well, what if there was a way that you could\u00a0<strong>increase<\/strong>\u00a0the average check and give customers more of what they want in a\u00a0<strong>more<\/strong>\u00a0satisfying experience?<\/p>\n<p>&nbsp;<\/p>\n<p>Up-selling is an\u00a0<strong>easy<\/strong>\u00a0and rather\u00a0<strong>practical<\/strong>\u00a0solution that will immediately make an impact on the profitability on your business. An up-sell occurs after a customer has already committed to making an initial purchase; usually their main entr\u00e9e. Restaurant studies have\u00a0<strong>repeatedly<\/strong>\u00a0shown that when presented with an appealing offer related to their current order, a majority of customers\u00a0<strong>will<\/strong>\u00a0purchase the up-sell item. After all, who doesn\u2019t want to pair a cold, refreshing drink with a juicy burger on a hot summer day? With this information comes many opportunities to further serve the customer\u2019s perceived or unperceived needs and desires.<\/p>\n<p>&nbsp;<\/p>\n<h3>3 OVERLY-COMMON UPSELLING MISTAKES<\/h3>\n<ul>\n<li>Often, there are\u00a0<strong>many<\/strong>\u00a0points in the ordering phase where an employee interacts with a customer. Missed and unidentified opportunities to up-sell usually occur with an untrained staff.<\/li>\n<li>Being overly aggressive and eager to make a sale does\u00a0<strong>not<\/strong>\u00a0usually end with the customer making a purchase.<\/li>\n<li>The up-sell attempt results in rejection because the product did\u00a0<strong>not<\/strong>\u00a0relate to the customer\u2019s needs.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>Learning to up-sell is a\u00a0<strong>virtue<\/strong>\u00a0and identifying the products and proper times to present them in the order process is\u00a0<strong>vital<\/strong>\u00a0to up-sell success. A\u00a0<em>well-trained<\/em>\u00a0staff can take advantage of the various opportunities to up-sell and offer customers a previously unperceived value. When your restaurant staff treats\u00a0<strong>each<\/strong>\u00a0sale uniquely and makes use of the following up-sell techniques, your restaurant will be one step closer to reaching the Holy Grail: increased average check and repeat business.<\/p>\n<p>&nbsp;<\/p>\n<p><em><strong>\u201cEvery sale has five basic obstacles: no need, no money, no hurry, no desire, no trust\u201d<\/strong><\/em><\/p>\n<p><em><strong>\u2013<\/strong><\/em><strong>Zig Ziglar<\/strong><\/p>\n<h2><\/h2>\n<h5>TOP 5 TIPS FOR AN EFFECTIVE UP-SELL<\/h5>\n<p><strong>1. Find out what and when to up-sell.<\/strong><br \/>\nConsider the time of day and the weather. Offering certain food items, such as Orange Juice with a breakfast sandwich, makes sense in the morning. Know which items go well with others and be able to\u00a0<strong>actively<\/strong>\u00a0make a recommendation soon after a related product has been selected. Suppose it\u2019s a hot summer day and customers are coming looking for relief from the sweltering sun. Identifying this customer need\u00a0<strong>early on<\/strong>\u00a0could propel the day\u2019s sales of high margin cold drinks and frozen dessert items.<\/p>\n<p><strong>2. Present the items<\/strong><strong>.<br \/>\n<\/strong>How often have you noticed stacks of cups right next to the register? Fountain drinks have a really\u00a0<strong>great<\/strong>\u00a0<strong>margin<\/strong>\u00a0and are one of the\u00a0<strong>most<\/strong>\u00a0<strong>common<\/strong>\u00a0items to up-sell with a meal. Eye-catching images on digital displays and actual physical product allow a customer to examine the product and gain a sense and feel for having the item. At the same time, your staff can promote the features and the\u00a0<strong>value<\/strong>\u00a0of making the additional purchase.<\/p>\n<p><strong>3. Make the up-sell attractive and enticing.<br \/>\n<\/strong>Oftentimes, people would like additional items, but may be hesitant to overindulge or spend too much. Using attractive and descriptive language, such as, \u201cwould you like to cool down today with an ice-cold raspberry-chocolate sundae?\u201d help activate the\u00a0<strong>emotional<\/strong>\u00a0decision making process. Restaurant staff should be\u00a0<strong>knowledgeable<\/strong>\u00a0and seem\u00a0<strong>excited<\/strong>\u00a0about the food they are selling. In addition, a\u00a0<strong>pleasant<\/strong>\u00a0tone of voice will resonate positively with customers and leave them feeling more\u00a0<strong>open<\/strong>\u00a0to an up-sell opportunity.<\/p>\n<p><strong>4. It never helps to be pushy or aggressive.<br \/>\n<\/strong>An up-sell should be made in passing and in relation to a product that the customer is\u00a0<strong>already<\/strong>\u00a0considering to purchase. It is important to be\u00a0<strong>subtle<\/strong> with up-sell techniques; otherwise, the customer could feel pressured.<\/p>\n<p><strong>5. Down-selling captures sales.<br \/>\n<\/strong>Suppose a customer is on a tight budget. Down-selling is achieved by first offering a\u00a0<strong>more<\/strong>\u00a0expensive item, which the customer in this case will refuse. The customer is then offered a similar item with fewer features and at a\u00a0<em>lesser<\/em>\u00a0price. The economically-savvy customer will perceive this as the more reasonable item with a higher value.<\/p>\n<p><a href=\"http:\/\/thepongroup.com\/delphi\/wp-content\/uploads\/2020\/12\/Endura-Order-Screen-Screen-Only-Dark-Blue-scaled.jpg\"><img class=\"aligncenter size-medium wp-image-2237\" src=\"http:\/\/thepongroup.com\/delphi\/wp-content\/uploads\/2020\/12\/Endura-Order-Screen-Screen-Only-Dark-Blue-300x206.jpg\" alt=\"\" width=\"300\" height=\"206\" srcset=\"http:\/\/thepongroup.com\/delphi\/wp-content\/uploads\/2020\/12\/Endura-Order-Screen-Screen-Only-Dark-Blue-200x138.jpg 200w, http:\/\/thepongroup.com\/delphi\/wp-content\/uploads\/2020\/12\/Endura-Order-Screen-Screen-Only-Dark-Blue-300x206.jpg 300w, http:\/\/thepongroup.com\/delphi\/wp-content\/uploads\/2020\/12\/Endura-Order-Screen-Screen-Only-Dark-Blue-400x275.jpg 400w, http:\/\/thepongroup.com\/delphi\/wp-content\/uploads\/2020\/12\/Endura-Order-Screen-Screen-Only-Dark-Blue-600x413.jpg 600w, http:\/\/thepongroup.com\/delphi\/wp-content\/uploads\/2020\/12\/Endura-Order-Screen-Screen-Only-Dark-Blue-768x528.jpg 768w, http:\/\/thepongroup.com\/delphi\/wp-content\/uploads\/2020\/12\/Endura-Order-Screen-Screen-Only-Dark-Blue-800x550.jpg 800w, http:\/\/thepongroup.com\/delphi\/wp-content\/uploads\/2020\/12\/Endura-Order-Screen-Screen-Only-Dark-Blue-1024x704.jpg 1024w, http:\/\/thepongroup.com\/delphi\/wp-content\/uploads\/2020\/12\/Endura-Order-Screen-Screen-Only-Dark-Blue-1200x825.jpg 1200w, http:\/\/thepongroup.com\/delphi\/wp-content\/uploads\/2020\/12\/Endura-Order-Screen-Screen-Only-Dark-Blue-1536x1056.jpg 1536w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/p>\n<div id=\"attachment_2035\">\n<h5>DELPHI\u2019S ENDURA ORDER SCREEN<\/h5>\n<\/div>\n<h4>UP-SELL AUTOMATION<\/h4>\n<p>In the words of Peter Drucker, \u201cNothing is less productive than to make\u00a0<strong>efficient<\/strong>\u00a0what should not be done at all.\u201d Restaurants need to\u00a0<strong>know<\/strong>\u00a0what items relate to the original product being ordered. It\u2019s as simple as \u201cwould you like fries with that?\u201d Product-related understandings are commonplace in many restaurants, but did you know that they can be integrated\u00a0<strong>digitally<\/strong> into your menu board?<\/p>\n<p>As a restaurant owner, you probably make sure your staff knows how to up-sell customers who order\u00a0<strong>particular<\/strong>\u00a0products. Programming an up-sell into a digital menu board or order confirmation system is really no different and Delphi Display Systems makes this process quite\u00a0<strong>easy<\/strong>\u00a0using the Insight Engage\u00ae software solution!<\/p>\n<p>Imagine a customer pulls into your drive-thru restaurant on a cold winter day. They order a hot entr\u00e9e and are looking on the menu board for a potential complementary side dish. Can you\u00a0<em>guess<\/em>\u00a0what that customer ordered next? In a\u00a0<strong>split<\/strong>\u00a0second, an image of a steaming bowl of hot soup appears on the order confirmation screen. This is an example of an\u00a0<strong>effective<\/strong>\u00a0up-sell. The menu board technology had already read the current temperature outside via a built-in sensor. The content was programmed to populate the hot soup image when a certain temperature condition had been met and a\u00a0<strong>specific<\/strong>\u00a0entr\u00e9e had been ordered.<\/p>\n<p>If you aren\u2019t up-selling your customers, you\u00a0<strong>won\u2019t<\/strong>\u00a0be able to maximize your revenue. Indoor and outdoor digital menu boards and order confirmation systems offer\u00a0<strong>key<\/strong>\u00a0benefits including: presentation quality, visibility, dynamic colors, and rotating messaging. Delphi\u2019s digital menu board and order confirmation technology solutions can help restaurants create a\u00a0<strong>top notch overall experience<\/strong>\u00a0by engaging employees in a culture of operational excellence, thereby improving productivity and driving sales.<\/p>\n<p>Delphi provides a\u00a0<strong>complete<\/strong>\u00a0video display solution for quick serve restaurants, convenience stores and petroleum retail locations.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Many restaurant owners are\u00a0uncomfortable\u00a0with \u201cup-selling\u201d techniques, where you try to get the customer to buy more when they order.\u00a0 \u201cI don\u2019t want my employees to be\u00a0pushy.\u00a0That would drive\u00a0away\u00a0customers. Customers will buy what they\u00a0want.\u201d Well, what if there was a way that you could\u00a0increase\u00a0the average check and give customers more of what they want in a\u00a0more\u00a0satisfying experience? &nbsp; Up-selling is an\u00a0easy\u00a0and rather\u00a0practical\u00a0solution that will immediately make an impact on the profitability on your business. An up-sell occurs after a customer has [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[],"_links":{"self":[{"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/posts\/2236"}],"collection":[{"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/comments?post=2236"}],"version-history":[{"count":1,"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/posts\/2236\/revisions"}],"predecessor-version":[{"id":2240,"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/posts\/2236\/revisions\/2240"}],"wp:attachment":[{"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/media?parent=2236"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/categories?post=2236"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/tags?post=2236"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}