How to Train Your Restaurant's Staff to Upsell Without Being Pushy

The word "upselling" can leave a bad taste. It often brings to mind a robotic, scripted attempt to hawk extras you neither want nor need. In the world of hospitality, where the guest experience is everything, that's the last impression you want to leave.

When done correctly, however, upselling is not a crude sales tactic. It is the art of enhancement. It’s about transforming a good meal into a great one, guiding your guests towards delightful discoveries, and showing off the very best your menu has to offer. It's the difference between a server asking, "Do you want any sides?" and one who suggests, "The crispy roast potatoes are the perfect partner for the lamb shank."

The secret is training your staff to be knowledgeable guides, not salespeople. Here are four ways to master the art of the non-pushy upsell.

1. Start with Product Knowledge

Your team cannot make a genuine, confident recommendation for something they've never tried. Rote memorisation of the menu isn't enough; they need to understand the flavours and feel passionate about what they're serving.

• Regular Tastings: Make it a rule for staff to taste everything, from the daily soup to the wine specials. They should be able to describe a dish with authentic enthusiasm because they know firsthand how good it is.
  

• Know the Story: A great recommendation often comes with a story. Where is the coffee from? Which local distillery makes the gin? Sharing these details makes a suggestion feel like a special insight, not just a line from a script.
  

• Master the Pairings: Train your team on classic and creative pairings. A server who can confidently recommend the perfect wine for a chosen dish isn't just upselling; they're providing an expert service that elevates the entire meal.

2. Ask Guiding Questions

Pushy upselling often relies on closed questions that invite a simple "no." To avoid this, train your staff to open up a conversation and understand the diner's preferences.

Instead of a generic "Can I get you some drinks?", encourage them to ask questions like:

• "Are we celebrating a special occasion this evening?"
  

• "What sort of cocktails do you typically enjoy?"
  

• "Have you had a chance to look at our gin selection?"
  

These questions allow the server to tailor their suggestions. A recommendation that starts with "Since you enjoy a gin and tonic, you really must try..." feels personal, helpful, and anything but pushy.

3. Make Specific, Confident Suggestions

The most common mistake is offering a vague, uninspired choice. "Would you like any starters or sides?" puts the work back on the customer and is easily dismissed.

The art lies in making a specific, timely, and confident suggestion.

• Instead of: "Any dessert?"

• Try: "If you have a little room left, the chef's sticky toffee pudding is absolutely incredible tonight."
  

• Instead of: "More drinks?"

• Try: "Can I get you another glass of the Malbec to go with your steak?"

This approach demonstrates that the server is attentive and confident in the quality of your offerings, making the suggestion an enticing opportunity rather than an obligation.

4. The Final Upsell: Securing the Next Visit to Your Restaurant

The most valuable and least intrusive restaurant upsell happens right at the end of the meal. You're not selling another product for tonight; you're selling the experience of coming back. This is where a seamless loyalty process becomes your most powerful tool.

When a happy customer is paying their bill, it’s the perfect moment to cement the relationship. Using a tool like SCAN by meed, your customers can scan their receipt to join and earn rewards instantly. Your team can use the meed App to scan their member pass, give extra rewards or redeem.

There is no clumsy app to download or card to find. It's a smooth, positive final touchpoint. Train your team to frame it as a thank you and a benefit for the guest:

• "I've just added a stamp to your digital card; you're now only one visit away from a complimentary dessert!"
  

• "Thank you for dining with us. As a member of our loyalty programme, you've just unlocked a welcome voucher for 10% off your next meal."

This final act isn't about taking more; it’s about giving back. It makes the customer feel appreciated and provides a compelling reason to return, turning a first-time visitor into a cherished regular.