Upselling & Suggestive Selling

The objective of this one-day workshop is to provide participants with the tools and techniques to effectively upsell and suggestively sell products or services. Participants will learn how to identify customer needs, overcome barriers to upselling, and make personalized recommendations that align with customer preferences.

By the end of the workshop, participants will be equipped with the skills to confidently engage in upselling and suggestive selling conversations, exceed customer expectations, and drive revenue growth.

This workshop combines interactive discussions, role-plays, case studies, and practical exercises to create an engaging and experiential learning experience. Participants will have the opportunity to practice upselling techniques, receive feedback from experienced facilitators, and learn from real-world scenarios.

The workshop fosters a supportive and collaborative environment that encourages active participation, skill application, and knowledge sharing.

• Create positive first impressions and lasting impressions with customers.
• Understand the importance of upselling and its impact on customer satisfaction and revenue.
• Overcome personal and perceived obstacles to upselling.
• Listen actively and identify customer needs and preferences.
• Show genuine interest in customers and make relevant observations.
• Ask the right questions to uncover the “Need behind the Need.”
• Gain permission to suggest additional products or services.
• Make confident and personalized recommendations.
• Handle challenges in upselling various products or services, such as cocktails, side orders, wine, and more.
• Conclude interactions on a positive note, ensuring customer satisfaction and building trust and loyalty.

• Welcoming the Guest
  • First point of contact – First Impressions & lasting Impressions
  • Why do we upsell? Does it annoy guests?
  • Why we find upselling so difficult
• Satisfying & Exceeding Guests’ Needs
  • Focused Listening
  • Overcoming embarrassment when upselling
  • Showing genuine interest & Observations
  • Asking the right questions to understand the “Need behind the Need”
  • Do’s & Don’ts
• Understanding our Customers’ Needs, Circumstances & Situation
  • Identifying the “Green Light” situation
  • Lifestyle Questions for customer background & occasion (The Art of Small Talk)
  • Gaining permission to suggest
  • Making recommendations with confidence
    • The cocktail challenges
    • The side order challenges
    • The wine challenges
    • The sweet spot challenges
• Concluding
  • Follow up to ensure satisfaction
  • Build trust & loyalty
  • Ending the interaction on a positive note

Suitable for professionals from various industries and sectors who interact directly with customers and have opportunities to upsell or make recommendations.

Whether you are new to upselling or looking to enhance your existing skills, this workshop will provide valuable insights, practical techniques, and a customer-centric approach to drive revenue and deliver exceptional customer experiences.