6.
Selling
Suggestive
Selling
A
waitperson is not just
an order taker! By combining
knowledge of your product
with a personal enthusiasm
for your favorite dishes
and our specialty items,
you become a salesperson.
Have
you ever gone into a store
to buy something specific,
and left having bought
something ELSE? Its
happened to all of us
and usually when it does,
weve been placed
under the power of suggestive
selling. The key to selling
is to remember that people
LIKE TO BUY, but HATE
TO BE SOLD. A good salesperson
is an expert when it comes
to what he or she sells
and listens carefully
to a customers needs.
That way, the salesperson
can make recommendations,
or suggestions, as to
what might be best for
the customer. Its
good service.
Suggestive
selling is a major part
of your job as a server
and, therefore, you must
be an expert on all of
our products. There is
no bigger turn-off than
a waitperson who not only
cannot answer any questions,
but also cannot make suggestions
to their guest. KNOW YOUR
PRODUCT! Personal recommendations
will influence a guest
positively.
When
serving/selling, always
remember our Best Practices
and the Hanon Be-Attitudes:
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Be
Friendly |
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Be
Confident |
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Be
Helpful |
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BE
IN CONTROL |
And
remember, suggestive selling
not only helps customers
get what they want, but
its a powerful tool
when you up-sell such
things as appetizers,
cocktails and desserts.
A wise
man once said the restaurant
business is a lot like
a stage play. The menu
is your script, your tableware
is your props and YOU
are the star of the show.
First
Person: "Suggestive
Selling Is A 'Piece of Cake'"
Okay,
were not talking
about selling JUST cake.
Were talking about
the fact that selling
is easy as pie, a can
of corn, chopped liver
most
of which you wont
find on a Hanon menu!
Here
are a few of your peers,
past and present, and
how they effectively use
suggestive selling to
keep their customers satisfied
and the tips bigger.

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Win-Win
Situation
Remember, suggestive
selling is not just
about increasing your
tickets in the hope
of earning larger
gratuities. Eric Glinkler,
floor manager at the
Plaza Grill, says
suggestive selling
is a two-way street.
PLAY
VIDEO
|

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Be
the Expert
Suggestive
selling is one of
the most important
responsibilities of
a good server. Jeff
Mueller of the Plaza
Grill says suggestive
selling helps customers
feel at ease with
their server. PLAY
VIDEO
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Brand
Names
When
it comes to liquor,
one of the best ways
to suggestively sell
is to sell well-known
brands. Jason fisher
of Pujols 5 Grill
has great success
making those kinds
of recommendations.
PLAY
VIDEO
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Know Your Stuff
Simply
put, you have to know
your product to sell
your product. Derek
West, who has worked
as a server at both
Pujols 5 and Plaza
Grill, says success
comes from knowing
the menus. PLAY
VIDEO
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Out
of Mind
Aaron
Roberson, waiter at
Pujols 5 Grill, knows
that suggestive selling
often is simply a
matter of "out
of sight, out of mind".
He has success simply
reminding his customers
of the possibilities.
PLAY
VIDEO
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Recommendations
Are Good
One
good way to understand
the importance of
suggestive selling-done
the right way-it to
reflect on your own
dining experiences.
Vicki McCoy of the
Plaza Grill appreciates
recommendations. PLAY
VIDEO
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Men
Versus Women
Dan
Ahrenica of Pujols
5 Grill has learned
during his years as
a waiter that he can
suggestively sell
some reliable appetizers
depending on whether
his customer is a
man or a woman. PLAY
VIDEO
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Keep
It Open-Ended
In
her five years as
a server, and a waitress
at Pujols 5 Grill
since it opened, Maura
Blankenship says the
key to suggestive
selling is never asking
"yes or no"
questions. PLAY
VIDEO
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