Here's the final part of what to consider in getting your team to upsell effectively, and to include in your hotel or restaurant staff training.

Practice makes perfect

Its all very well know what to say, but you know how sometimes when you come to say something the words just don't trip off the tongue as you might hope!  Let you team practice in a safe environment, based on different scenarios.

Plan for objections

Whether an objection is perceived or real, staff need to know how to deal with these.  One awkward question can shatter confidence, so train staff to get to spot and handle different situations.

• Distinguish between a definite ‘No', and a simple request for more information before buying
• When it's just a matter of timing – they are too full now, but ask me again in 10 minutes
• They want something more, but you've just offered the wrong thing
• Explain the need to identify the nature of the objection by asking open questions
• How to demonstrate empathy and understanding of the customer's perspective
• How to gain trust by matching the response or offering to meet the customer's needs

Give incentives

Link your upselling activity to some goals.  This might simply be a target to sell x number of a certain product or service, or may be linked to specific financial profit targets. 

Whatever goals you set ensure these are clearly measurable and achievable, that any incentive is equitable so everyone is motivated to contribute, and that you give regular updates on progress.

Guide and support

Don't assume because you've told people how to do something they will be able to just go out and deliver it consistently. Observe how your staff handle the upselling conversation and give them feedback after the event on what they did well, what they could do more of, and give the appropriate support and guidance on areas where they need more help.

Caroline Cooper is a business coach with over 25 years experience in business and management development, and founder of Zeal Coaching, specializing in working with hospitality businesses, and is author of the 'Hotel Success Handbook'
www.zealcoaching.com