FOOD AND BEVERAGE SERVICES
Grade 10
Quarter 3: Promote Food and Beverage Products
Lesson 3: Carry-Out Up-Selling Strategies
Hello again dear learners, do you have any idea on what to learn today? Are you excited to
learn new lesson today? Well then, I will give you a hint by completing this tag line “… are
always right” …Yes you made it! If you’re thinking of CUSTOMER, then you are correct!
Dealing customer is like working new acquaintances. It is challenging yet fulfilling. So, what
are you waiting for, START LEARNING NOW!
The following skills and knowledge shall be the focus of this module:
 Suggest slow moving but highly profitable items to increase guest check.
 Offer second servings of ordered items.
 Mention food portion or size for possible adjustments with the orders.
 Recommend new items to regular customers to encourage them to try other items in the
menu.
AGENDA 1: UP-SELLING STRATEGIES
Up-selling is a marketing strategy in a restaurant to convince the guest or customers to
spend more money. Restaurant servers, cashiers, and kitchen staff who have contact with the
customer should know the appropriate and actual ways to upsell menu items. To become
effective, they must be trained and practiced for this sales technique. These useful methods for
up-selling will help increase sales and tip money.
How to Up-sell

Offer Multiple Suggestions. Workers can upsell whether they work in a quick service
restaurant or a swanky lounge. Here are two prime examples:
Example 1: At a particular food chain, the worker at the cash register will usually ask
the customer if they would like to “Biggie size” their order. This means getting a bigger
drink and bigger order of fries for a few extra cents. The customer often feels as though
they are getting more bang for their buck, even though they probably did not want the
bigger size in the first place.
Example 2: A guest asks the bartender for a Vodka Martini. Rather simply taking the
order, the bartender asks, “Which type of vodka would you prefer? We offer Grey
Goose and Svedka.” The bartender brings up two of the most expensive varieties of
vodka in order to upsell to the guest.

Use Embellished Descriptions. Servers and restaurant workers upsell by describing the
ingredients, cooking process or presentation of a dish as a means of enticing customer
and convincing them to buy. Food and Beverage Services Attendant (FBSA) or waiter
will not actually ask a question. Instead, they will simply launch into descriptions to
stimulate the guest’s appetite. Make the items sound exciting by trying the following
methods:
Example 1: Suggest an appetizer by explaining the ingredients and preparation with
vivid language. For instance, “You will find our appetizers especially intriguing,
including the broiled goat-cheese quesadillas which are sprinkled with pepper and
thyme, served piping hot.”
Example 2: If the guests are already sure of what they want, ask if they would consider
any sides to go with the meal. To a guest ordering chips and salsa, a server might say,
“A taste of our fabulous guacamole would compliment your chips and salsa, since it is
prepared with fresh avocados and tomatoes, as well as our signature spices.” Describing
the side as a smart attachment to the meal is a great way to make the meal seem
incomplete without the extra purchase.

Wine Pairing. Wine can provide an excellent complement to a meal. Therefore, wine
pairing is also a great way to upsell to your customers. However, satisfying the
customers’ palate with a well-paired wine requires training, experience, and extensive
knowledge of both the foods and wine menus. Taking the time to learn about food and
wine pairings can greatly improve the customers’ dining experience and make even
more sales for the restaurant.
AGENDA 2: WAYS ON HOW TO TRAIN STAFF ABOUT UP-SELLING
1. Allow server to taste menu items. Provide opportunities for servers to taste menu items,
including daily specials.
2. Train in menu knowledge. Make menu knowledge a priority. This way, servers can
speak intelligently about the preparation and quality of food.
3. Suggest vivid descriptions. Offer ideas on how to use colorful language when
describing dishes. For example, avoid simply offering “a slice of cholate pie” and
instead upsell “an exquisite slice of delicate chocolate mousse pie with a drizzle of
caramel.” The second description makes a big difference.
4. Role play with FBSA or waiter. Practice with other waiter to demonstrate how to ask
questions or more items.
5. Provide rewards. Hold contests and offer incentives for servers who sell the most
dessert or daily special, giving food or gift cards as prices.
AGENDA 3: UP-SELLING BASICS
Up-selling is a skill that should be done with sensitivity to the customers. It should be done
in a way that the customer does not realize he or she is being sold with something. For example,
Waiter:
Guest:
Waiter:
Guest:
“Would you care to start with an appetizer tonight? Our chef is running our
house favorite, a baked lobster dip with crostini.”
“That sounds good. What else is in it?”
“It has an alfredo sauce with roasted red peppers, artichoke hearts and fresh
lobster. I have one whenever I come in for dinner.
“That sounds great. We’’ have one.”
The waiter should not wait to hear if the customer wants an appetizer. Instead, he should
go right ahead and tell them about a popular special that the kitchen is running.
Let’s say that the customer does not like lobster, the waiter already has his attention and
can offer another appetizer instead. For example:
Guest:
Server:
Guest:
Guest:
“No thanks. I am allergic to seafood.
“Sir, the kitchen is also running a delicious tomato-basil bruschetta served with
seasoned olive oil and crusty French bread.”
“Hmmmm, that sounds good. I will have one.”
“That sounds great. We’’ have one.”
From the conversation, you can get the idea to automatically offer an appetizer to start the
meal. However, avoid badgering the customer that is if they do not want an appetizer, do not
just stand there offering everything on the menu, until they pick something. Go on the entrée.
Up-selling the Entrée
Let us say the customer is not interested in an appetizer or a drink special. He knows exactly
what he wants. That does not mean the server cannot employ a few more up-selling techniques.
For example:
Guest:
Server:
Guest:
“I will have the Chicken Marsala.”
“Would you like to add a soup or salad to your entrée? Today’s soup is cream
of wild mushroom.”
“Hmmmm, that sounds good. I will take a cup.”
Up-selling Desserts
The ultimate upsell is the dessert. The best way to up-sell desserts is to give a
mouthwatering description.
Good Example:
“Would you care for a slice of our homemade chocolate layer cake? It is layered
with rich dark chocolate ganache and raspberry filling and served with our signature
chocolate velvet sauce.”
Bad Example:
“Do you want some dessert?”
Offer dessert before the customer has a chance to think about it. Describe it. Make the
customer want it. Make it tempting. Suggest a table slit one or two desserts, rather than
trying to sell a separate dessert to each guest.
To conclude…
All servers should know the basics of up-selling, form offering top shelf liquor to knowing
how to give a mouthwatering description of menu items. Up-selling does not only increase
restaurant sales, it makes for bigger tips for servers, and it shows customers that your staff is
knowledgeable as well as friendly.
Let’s put your knowledge to the test.
In your own understanding, give five ways to upsell a product. Write your answers in a ½
crosswise of intermediate paper.
1.
2.
3.
4.
5.
Please take note that if you copy your answers from the answers of your classmates, you
will be scored zero automatically.
Thank you and happy learning!!!
- Sir Joseph