Suggestive Selling Updated

1. Suggestive Selling THE NEXT LEVEL ACADEMY

2. Module Overview Objectives By the end of this module you should be able to: • Generate multiple orders from current customers • Gain knowledge of best tools, techniques and expert tips for upselling and suggestive selling • Distinguish how different methods of upselling and suggestive selling can be applied in real scenarios • Understand which technique will be best to use in different situations

3. Module Overview Objectives By the end of this module you should be able to: • Develop creative thinking and a broad mind set to identify multiple opportunities from a single customer • Enhance customer experience and satisfaction • Understand that focus is not merely on selling a product but on developing an understanding on customer needs • Develop long-term customer relationships • Understand that there is a difference between persuading and heckling customers

4. WHAT IS SUGGESTIVE SELLING ? 1 Suggestive selling is a technique used to get the customer to make additional purchases thereby increasing the sale amount.

5. WHAT IS SUGGESTIVE SELLING ? 2 It is to increase the customers original order by giving them suggestions and ideas and in turn increasing customers satisfaction and average spent.

6. 3 Golden Rule The golden rule to suggestive selling is Persuade, Do Not Deceive. This means that there are certain skills that you need to employ in order for you to get the customer on your side.

7. Lets discuss experiences where you felt deceived as a customer Light Bulb Moment

8. What is the goal for suggestive selling? • To get extras? • To push turnover? • To win a price? • To wow customers? • To become popular? (word cloud)

9. What is the goal for suggestive selling? • To get extras? • To push turnover? • To win a price? • To wow customers? • To become popular? (word cloud)

10. Goal of suggestive Selling Create a long term relationship with your customers. Increase customer satisfaction, by suggesting additional products. Increase sales as well as gross profit. Increase growth for the business.

11. Tips For Suggestive Selling Knowledge is the best tool that you will succeed on when suggestive selling • Know your customers • Know your products • Build rapport

12. Know your Customers • Most customers will come into the store without knowing what to buy. • It depends on you to make the customer’s experience even better by suggesting food and drinks to meet their needs and wants.

13. Who knows the best food in the store? • Know all your menu items – how the food taste, how food is prepared and the presentation. • This helps you effectively suggest to the customer. • Know your customers and assess who is the host (the one paying).

14. Know your Products • Know the product name, and pronunciation, ingredients, methods of cooking, portion size, the sauces etc. • Know the selling price of your products.

15. Why is knowledge the most crucial tool that you should use when suggestive selling Light Bulb Moment

16. How to win with customersSteps to successfully suggestive sell • Unforgettable welcome • Identify opportunities • Recommend additional products • Never be pushy

17. It Begins by welcoming • our guests. • The way that we greet our customers sets the tone for the rest of the interaction • Aim to create a positive first impression with every customers. • This makes it easy to suggest anything to them and to also create a good relationship where customers trust you. • Create a personalized experience for the customer so that they warm up to you. Step 1

18. Step 2 Identify opportunities. • Be on the lookout for opportunities to move for the kill. So many times customers need you to help them make a decision that best satisfies them. • When a couple comes through its an opportunity so suggest more to their orders. They are likely to go all out. • When someone suggest that is hot or cold its and opportunity to suggest drinks to suite their needs. • Parents with kids you can suggest more for the kids but don’t talk to the kids directly. • When a customer tells you that they are hungry its an opportunity to upsell

19. Step 3 Recommend additional products. • Recommend additional products that go along with the customers order • This is so that we offer our customers value and the best meals • So for example a customer orders a chicken wrap, recommend mushroom sauce or cheese

20. Step 4 Never be pushy • Some customers already have made up their minds and know exactly what they want • So do not be pushy • If a customers says l want a medium pizza only, they have made it clear they do not want anything else, do not push for extras • This will irritate the customers and make them feel harassed

21. Selling by suggestion A customer orders a Pizza only You can say, “would you care for some extra cheese or our crispy twisty bread”? You could also move our drinks by saying “ would you like our ice cold drinks with your order”? You can also say Allow me to recommend our whacky Wednesday special. You will certainly like it. It is delicious.

22. Suggestions for expressing yourself • Recommend- “I have a personal experience with this and I urge you to ….” • Suggest: “You might also want to add…” • Consult: “ It’s a pretty hot day, would you like to try …..” • Ask: “ Would you care for?.... “Would you like?.... You can only sell a product if you know that product by heart! You never know who you are selling the product to, so be careful! Don’t take it personally if the customer says no to the sale.

23. ALWAYS REMEMBER …NEVER Force a Customer and get disappointed when they don’t buy. Lie to a customer that you do not have their product of choice so you can sell a high priced option. Give a customer what they did not order

24. Thank You