Worksheet 2 Undertake Suggestive Selling [PDF]

Zitiervorschau

FOOD AND BEVERAGE SERVICES NC II Fourth Quarter Lesson 1: Undertake Suggestive Selling MELC: At the end of the lesson, the students are expected to; 1. Provide information with clear explanations and descriptions about the food items. 2. Offer items on special or promos to assist guests with the food and beverage selections. 3. Suggest name of specific menu items to guests to help them make the choice and know what they want. 4. Recommend standard food and beverage pairings. 5. Provide several choices or options to guest. 6. Use descriptive words while explaining the dishes to make it more tempting and appetizing. 7. Carry out suggestive selling discreetly so as not to be too pushy or too aggressive.

Key Concepts A sales technique where the employees ask the customers if they would like to include an additional purchase or recommends a product which might suit the clients taste. Suggestive selling is used to increase the purchase amount of the client and revenues of the business. Suggestive Selling Techniques Procedure It is act of giving suggestion and ideas to the guest or customer to add from original orders, which leads to increase of sales and have higher satisfaction. The server should be careful not be become too aggressive but rather, he should be able more helpful by giving ample time to the guest in deciding what to order. You can make suggestion from each section on the menu. Suggestive selling tips: 

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Get to the table before guest look at the menu. Be ready for some questions asked from the guest or customer, make it sure you know the standard price. Do not interrupt the dining guest while they are selecting food from the menu or ordering something. Suggest food or beverage when the guest is done with their order. Such an interruption might create an element of doubt in the guest mind that you merely suggesting items only to increase the sales and that you really have no concern for her/his needs.

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Know when to make suggestions to the guest. If the guest is undecided into what food, they will order.  Read the customers/guest at the dining table. Learn to read customers body language and adapt our suggestions accordingly. If one of customer seems indecisive or hesitant when ordering, jump in describe your favorite menu items. Take some action to suggest signature food or beverage.  Understand the guest needs. Respect needs of the guest base on he/his beliefs, suggest some type of food.  Avoid using words describing negatively. Try to find words that could not describe “no” or “do not” how through the thought that the customer or guest may appreciate the food that present in the menu.  Always wear your smile. In suggesting food or beverage to your guest it’s one way to order for what food suggested from the server.  Be price - sensitive. Base on their budget, like, if the guest wants to have food with beverage the order range of php 300 – php 400 do not suggest over the amount.  Suggest according to the season and ambiance or location of the restaurant.  Suggestive selling contributes to the guest’s satisfaction, particularly when there is a sincere desire to really help the guest in the first place. Basic Example of Suggestive Selling in the Restaurant: 1. I can recommend today’s special _____________. 2. Allow me to recommend ______________. It is our best seller. 3. Have you tried our _________________? It is juicy and delicious. What is upselling? Up-selling is a sales technique permitting to increase revenues with the same number of covers, therefore increasing guest check average. Basic examples of up-selling in the Fast-Food Restaurants: “When you order burger, you will often be asked.” “Do you want fries with your burger ma’am/sir? Direct all communication to the host and pay attention to cues. This means that if the host frowns when you initiate suggestive selling towards him/ her, stop suggestive selling immediately and simply present the menus.  If you are asked to describe a particular item by a guest, certainly provide an accurate description, but do not blather ad infinitum, with superlatives.  After you have engaged the host comfortably, and it is not disruptive to your presentation, quietly suggest one or two appropriate wines (within an expected agreeable price range) to the host and then allow him/her to make the table’s selection.  Before reciting desserts, ask the host discreetly if he is interested in your “special desserts”. His body language will reveal plenty.

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Up-selling can be a win-win for everyone. Try to offer items that may not be on the menu and guide your guest through the dining experience so that they can fully enjoy your wonderful restaurants. You must put the needs of your customers first, the money follows.

It is important that you…  You know the cocktails and beverage options.  Know all menu items (presentation, ingredients).  Know the catch of the day.  Know the daily specials.  Know your desserts.  Know the Price!! What is the bottom-line goal of upselling and suggestive selling? 

For long-term relationships with consistently satisfied customers encouraging sales and repeat sales to ensure long-term growth.

Remember!!! You can only sell a product if you know it by heart! You never know who you are selling the product to, be careful!

Activity 1

Suggestive Selling Role Playing. The head of the family ordered foods in the restaurant. They did not order for a dessert and beverages. One of the tasks of the FBSA is to make suggestive selling of food and beverage to the customer. How are you to do it effectively? Directions: 1. For online learners, make a video presentation with the following situations. 2. For modular learners, narrate by writing a small skit on how to do this activity. Rubrics Criteria Cleanliness Discipline Relevance to the Topic Creativity

Very Good 5 Points

Better 4 Points

Good 3 Points

Activity 2 Directions: On your answer sheet, write a reflection about the topic that you have learned.

Guide Questions 1. 2. 3. 4. 5.

How do you suggest effectively to the customer or guest? Why do you need to suggest food or beverage to the customers? What are your strategies in suggesting food or beverage to the customer or guests? When do the server suggest food or beverage to the customer or guest? How do you explain to your customer the out of order food or beverage?

Answer Key

References TESDA CBLM Manga, Carl M., Undertake Suggestive Selling, 2014, Puerto Princesa School of Arts and Trade TESDA Training Regulation

Prepared bu: MICHAEL A. DELA TORRE Quality Assured: Name Reviewed by: Name