Objectives :
- To be able to upsell and make recommendations to customers
- Introductory video: Cross-selling vs. Upselling
- Identify and learn Techniques for upselling and making recommendations to customers
- Describing specials and promotions
- Conversation practice : video
Final task :
Roleplay exercises for upselling and suggesting additional items
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1) Cross-selling vs. Upselling
Waiter: Good evening! Welcome to our restaurant. May I start you off with a drink?
Client: Sure, I’ll have a water for now.
Waiter: Excellent choice! If you’re looking for something to pair with your meal later, may I recommend our house red wine? It complements many dishes beautifully, especially our chicken pizza.
Client: Chicken pizza? What’s special about it?
Waiter: Our chicken pizza features tender grilled chicken marinated in a blend of herbs and spices, topped with fresh mozzarella and a tangy barbecue sauce. It’s one of our most popular items!
Client: That does sound good.
Waiter: It truly is! The flavors are vibrant and the crust is perfectly crispy. Plus, if you order a glass of the house red, it enhances the taste even more. Would you like to try that?
Client: You’ve convinced me! I’ll have the chicken pizza and a glass of the house red.
Waiter: Fantastic choice! I’ll get that started for you right away.
3) Describing specials and promotions:
Waiter: Good evening! May I interest you in our special for tonight? We have a delightful crusty chicken thigh that’s been marinated in a blend of herbs and spices.
Client: Crusty chicken thigh? What makes it special?
Waiter: It’s slow-roasted to perfection, giving it a beautifully crispy skin while keeping the meat juicy and tender. We serve it with a side of our fresh tossed salad, which features seasonal greens, cherry tomatoes, and a light vinaigrette.
Client: That sounds tempting! Is the salad made with local ingredients?
Waiter: Absolutely! We pride ourselves on using locally sourced produce to ensure freshness and flavor. The combination of the savory chicken and the crisp salad is simply divine.
Client: I love a good balance of flavors. How is the chicken seasoned?
Waiter: It’s seasoned with garlic, rosemary, and thyme, creating an aromatic experience that complements the richness of the chicken. Would you like to try it?
Client: Yes, I’ll have that! Thank you for the recommendation!