Upselling... When does it become annoying?!
My coffee shop has a lot... and I mean a lot of great food and drink. Sometimes maybe a bit too much... or more than we normally ever sell. We're a pretty busy store, but not everyone comes in to drink AND eat.
We obviously have to get rid of food we don't sell, and apparently... "we're not upselling enough."
The food is great. Our case is immaculate. We sample, suggest, and talk-up the product to every customer that comes in. The fact is, we get a lot of students... enough said.
My point is... when does upselling become too much? I mean, I see the look on some of my customers faces when they really just want a Latte, and we're trying to shove sandwiches down their throat.
No one likes a salesman...let's be honest. I will never be one. I'm a barista, and I "upsell" but I don't bombard my customers and make them feel uncomfortable.
What do you think?....
Thanks!
- Mama Kat
We obviously have to get rid of food we don't sell, and apparently... "we're not upselling enough."
The food is great. Our case is immaculate. We sample, suggest, and talk-up the product to every customer that comes in. The fact is, we get a lot of students... enough said.
My point is... when does upselling become too much? I mean, I see the look on some of my customers faces when they really just want a Latte, and we're trying to shove sandwiches down their throat.
No one likes a salesman...let's be honest. I will never be one. I'm a barista, and I "upsell" but I don't bombard my customers and make them feel uncomfortable.
What do you think?....
Thanks!
- Mama Kat
Replies to This Discussion
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Permalink Reply by Jason Dominy on
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When it's redundant and disingenuine. Then, it's definitely annoying. Be respectful, and listen to the customer.
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Permalink Reply by Jason Shipley on
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Every person that interacts with anyone else is a "salesman" we are all selling ourselves our ideas our beliefs, really any human interaction is sales. Don't feel bad about selling and don't view all salesmen as "used car salesmen" being a salesman is not a bad thing in itself. There are methods of selling that are dishonest and self serving.
Our policy is that every customer should be offered a baked good or wholebean coffee to take home, that said you should match your customers, I have a guy who makes a point of ending his order with "and thats all" I would say it's tacky to push a fresh baked scone on him after saying that. Be real with your customers and offer them the things that you really like, they will appreciate it.
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Permalink Reply by Brady on
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Jason Shipley said:Every person that interacts with anyone else is a "salesman" we are all selling ourselves our ideas our beliefs, really any human interaction is sales...
Wow. Couldn't disagree more.
Regarding the original question, I think offering something that you think the customer may actually be interested in and is either contemplating or not aware that you offer is appropriate. Like J.D. said, listen to your customer. If it extends naturally from the conversation or if their gaze seems to linger on the baked goods. Then approach from a helpful standpoint, offering something they may not know about said product. "You know those muffins were baked this morning."
For repeat customers, I'd not ask more than once. Delicate balance to be sure. You sound like you are pretty tuned in to your customers, follow your gut.
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Hey Mama Kat, I think you know this already, but its probably not that you aren't selling enough, its that you are stocking too much. Common mistake that shops make. If your customer is aware of the product and has tried the product but is still not buying, a sales pitch is probably not going to help you. Check your quality, check your freshness, check your prices, and stock less. One other idea - try a combo?
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Yeah my comment doesn't convey what I intended very well at all.
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Permalink Reply by Rich Abker on
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Generally sales people are not someone to distrust or fear. True sales persons are gregarious, honest people.
Sales details- Before one sells anything to anyone, the slaes person must have knowledge of their product, as this gives one the confidence needed to present the product professionally and comfortably. Once the product is understood, the salesperson must be genuinely be interested in the customer's needs. Next, the salesperson must study the art of selling and understand polite and legitimate selling techniques that will be used to create buying interest from the customer. I agree with Jason that every person has to sell themseves to other people. We do it almost everyday in life.
Selling keeps any business alive, and the fabulous sales people keep the ball rolling 8-)
Back to upselling, cross selling, and need selling. It is in the way we sell, or our presentation, and understanding our customers needs that create sales. If you are trying to sell a pannini sandwich to a person who just ate, we strike out. But, after a polite greeting with a smile, if we ask the customer "Have you had time to have lunch today?" If their response is no, then we have an opportunity to upsell. We ask, "Have you tried our delicious pannini sandwiches yet?" Would you like to try one? They are only $5.00 for a half or just eight fifty for a whole? Smile :-) and stare into customers eyes. You will be surprised at the amount of upselling that will result.
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Permalink Reply by BIGBOY on
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Offer combo deals! :)
I doubled my sales by adding Lg. Coffee and a muffin for $3.00.
It gets your ticket up higher and you don't have to be so pushy on your customers.
My baristas feel the same way sometimes but with the combo meal they don't really have
to upsell.
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Permalink Reply by M on
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i totally agree with this 100%. i just had a meeting with my staff (last night) in regards to upselling...my take on it is that you should ask, but not push. we're trying incorporate a more suggestive standpoint when it comes to whole bean, if only for the fact that we have our own roastery and most of our clientele is super gung ho about home brewing.
bottom line: every sale is important, there's nothing wrong with genuine offering as long as you're not forcing/pushing things on blatantly uninterested customers.
Jason Shipley said:Every person that interacts with anyone else is a "salesman" we are all selling ourselves our ideas our beliefs, really any human interaction is sales. Don't feel bad about selling and don't view all salesmen as "used car salesmen" being a salesman is not a bad thing in itself. There are methods of selling that are dishonest and self serving.
Our policy is that every customer should be offered a baked good or wholebean coffee to take home, that said you should match your customers, I have a guy who makes a point of ending his order with "and thats all" I would say it's tacky to push a fresh baked scone on him after saying that. Be real with your customers and offer them the things that you really like, they will appreciate it.
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So speaking of transaction averages where do most people fall? We roast on site so should have a bit higher average. My shop has been running at about 4.75 for the last few months. My goal is $6.50 which I think will be doable with a bit higher Whole bean sales.
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Permalink Reply by Alex on
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Man, I have to say - I hate upselling/ suggestive selling, but if you must - keep it discrete. If the customer looks at the food for a bit then you ask them if they're after something to eat, but you should never just say without any prompting "why not have a friand." it's forceful and agressive and most customers know it.
As for upselling coffees - I don't really understand it because we actually have a higher proffit margin on our regular coffee than our large.
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