Bill & Tip Blog

Sales methods. Part one

Hello!

In previous posts, we have shared tools with you that were predominantly about guest service standards. But if you add the application of sales techniques to high service standards, it will inevitably generate positive dynamics not only for the business but also for the guest-facing team.
With a full understanding of sales techniques, employees can become professional salespeople.

So, in the next few posts, we propose to break down what this means in practice for a particular waiter.

Let's go!

"Lead" the guest through the menu

As a rule, the menu in a restaurant has sections. This is convenient for guests, so it is easier to navigate and choose dishes and drinks. Use this, to become a guide for the guest and help them make a choice, focusing on the preferences and tastes of a particular guest.

Use the Sullivan nod

When recommending a food or drink, nod your head. When you nod, you are leading the guest to want to try that particular drink or dish.

Use “Chains” when offering food and drinks

Taking a guest's order when the waiter offers a dish or drink,
“clinging” to the guest's previous choice.
Example:
- If you want dessert, of course, Boston Cream Pie! And by the way, I recommend getting an extra scoop of vanilla ice cream. The combination of sponge cake and ice cream is unbeatable! And by the way, Creme Pie will be more delicious with a cup of cappuccino. We can add vanilla or chocolate syrup to the coffee!
Similarly, we can recommend alcoholic beverages to guests in connection with certain groups of dishes.

The "Herringbone" method

This is a model of taking an order from the guest - one of the varieties of the “Chain” method. It is a model of taking an order from the guest, when the waiter, asking questions, leads the guest through the menu, determining his preferences in food and drinks. Simply ask questions to learn about the guest's tastes and follow the following rules:
  • ask no more than 5 questions;
  • dialog should not last more than 1 minute;
  • the alternative question “or” should be used;
  • “Christmas Tree” always ends with a colorful presentation.
Example:
- Do you want to have a solid lunch or a snack?
- A hearty lunch.
- Do you feel more like soup or something from the main course right now?
- Hot dishes.
- Pork, chicken, or beef-based hot meals?
- I like beef.
- Then I can offer you Ribeye steak - a very juicy meat with the roast of your choice, served with flavorful potatoes, herbs, and vegetables.

Offer in a positive form, excluding the particle "not"

By using this particle a person is usually refusing something. In addition, it is often associated with something negative. Think about your first reaction to the question:
- Would you like to...?
- No, I don't!
Try something else:
- Can I repeat a glass of wine? With a “Sullivan nod” you'll see that the guest won't be able to resist.

When offering, use tools to "customize" to the guest

  • speak in the guest's language, using the guest's characteristic words;
  • use a pace of speech that is acceptable to the guest;
  • adjust to a volume level that is comfortable for the Guest;
  • pay attention!
These tools allow you to establish a rapport with your guest, build a closer rapport without violating their personal space.

Do not list the entire menu

Offer a few specific dishes or drinks to choose from. We're sure your menu is varied and your memory is brilliant! But listing everything you have is unnecessary. It's more effective to offer your guest a few dishes to choose from, having first explored their tastes.
Use phrases like:
- “I highly recommend you” or “Guests love (this dish)” or “Our specialty” and so on.

Choice without selection

Choice without selection
The idea is that you offer the guest options with choices that suit you in advance and maximize the guest's request.
Example:
- Do you prefer “Creamy” or “Tomato” sauce?
- Would you like the wine again now or later?
- Would you like the same beer again or would you like to try a different beer?

Use the "first and last principle"

It is believed that a person most often remembers the first and last things from a conversation. Therefore, if you need to sell a particular dish or drink, start with it (including when describing dishes/drinks). This way you will set the right accents.
For example:
- We have a variety of desserts: the “Chocolate Walnut Cake,” the “Boston Cream Pie,” and the “Cheesecake.” The amazing “Chocolate Walnut Cake”! None of the guests were indifferent to it!

Start using the recommended methods today and Bill&Tip will help you track your non-cash tips. There's a little bit of time until the next post on sales techniques that you can't miss 😉
Article continued.
Taking care of you and your business,

Bill&Tip (Bill and Tip) Team.

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