1.
Product Knowledge
· It is very important to know WHAT you are
selling. Your guests will have questions
about the food and beverages, and your ability to answer those questions with
confidence will be the key to your success.
If you don’t know the answer, find out the answer by asking someone else
who does. Use your resources.
2.
Daily Preparation
· You will not be able to make sales, or work
efficiently if you do not prepare yourself for the sales. ALL ice buckets full. Serviettes for the wine bottles. Corkscrew. Wine lists in good condition. Service trays/plates. Plenty of order tickets
(fill out ahead of time with server #, table #, and guests folio number).
3.
Suggestive Selling
· DO NOT ask if your guest would like
“something from the bar”. Make
suggestions. This is where product
knowledge really comes in handy.
Cocktails of the day. Sommelier
Suggestions. These are given to you to
make it easier for you. All you have to
do is suggest them. “Has anyone tried
the cocktail of the day today?”
· Give
“Mouthwatering Suggestions” Describe the items with words like delicious,
refreshing, creamy, fruity, amazing, famous, favorite, popular, warm, chilled,
crisp, etc…
· Be
excited!!! Some people will drink no matter what. Where you make the difference is the 5-10% of
people that are not buying the drink, they are buying YOU.
· Smiling- nobody wants to spend their money with
someone who is not happy. The more you
smile, the more you make.
· Nod
Yes. Psychologists say that projecting a positive
response by nodding while you ask for a sale will increase the positive
responses from your guests.
· Show confidence. Guests respond better when you sound like
know what you are talking about.
· Upselling-
It’s the little things
that count!! $2-$8 here and there will
add up.
o
Premium
Spirits. Suggest premium brands when
taking drink orders. Know your spirits.
o
Don’t
up-sell too far. If someone is drinking
$30 wine, it’s hard to get them to buy $150 wines, but not as hard to get them
to buy $35 wines.
o
If
someone is struggling with spending money, give 2-3 suggestions. Minimum, Medium, and High.
o
Planting
the seed for tomorrow. We have the same
guests over and over. We don’t need to
make all of our money in one night, so make suggestions for tomorrow, or better
yet, take pre-orders.
· Downselling
- Use this strategy to
gain the trust of your customer. If all
you do is try to get more and more money out of your guest, they will
eventually stop buying all together if they think you are only there to take
money. We must let them know that we are
here to serve THEM, not ourselves. Make
a couple of suggestions that would save them money. This lets them know you are concerned for
THEM, and they are more likely to take your recommendations later as well as keep
spending money with you.
4.
Timing & Perseverance
· Keep asking, and making suggestions. Unfortunately, most people say no when you
make a suggestion, but it will be when you stop suggesting that you miss out on
the sale. Keep suggesting, keep
suggesting, keep suggesting to EVERY guest.
Don’t’ suggest the same thing twice to the same person, this becomes
pushy, and guests will stop buying when they feel pushed. Know when to ask. Do not interrupt conversations.
5.
Teamwork
· Help each other. If things are slow for you, help the person
next to you. They will be more likely to
help you later, and we can all serve our guests better. Say thank you.
6.
Focus on Service
· Warm greeting. Always make your guests feel welcome. Treat
them like a guest in your house.
· While we talk a lot about “budgets” and
making “revenue”, the best way to achieve this is through good service. They will spend their money with you if they
feel that you are taking good care of them.
· Since the “customer
is always right” A-L-W-A-Y-S make the customer feel comfortable about their
food and wine decisions. If they are
confident in their decision, they are more likely to enjoy it without
complaints.
· Extend professional
service by following up with the guest to determine whether they like the suggestion
or not. Keep the feedback in mind for
future suggestions and sales.
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