Quick service restaurants have been asking their customers “Would you like fries with that?” for years for a reason: because often their customers say yes, and that extra two dollars adds up quickly. It’s called upselling and it’s one of the easiest ways to increase your revenue. And with today’s technology, every restaurant should embrace it at every turn.
As you think of ways to incorporate upselling, do it in a way that pleases your customers and stays far away from annoying them (it’s a balance, but you can do it). Keep in mind that many of your customers enjoy interacting with electronic devices so ask them if they want extras through digital ordering, whether that’s through your mobile app, a third-party’s or from your website.
The artificial intelligence (AI) you can rely on to put a great upsell plan into place includes:
- Getting prompts on your POS system that reminds your staff to ask customers if they would like to add a particular item
- Using information from your digital loyalty program to gain insights about what items your customers are ordering and target your upselling accordingly
- Planning and executing an email campaign that can be personalized to your customers particular previous orders offering deals on repeat items
- Using facial recognition via kiosks, drive throughs and in-store cameras to keep track of your customers’ ordering behaviors (keep track of what, when and how they order)
Get creative with your upsells and stay on brand. When you know what your customers like, you can create upselling experiences that will delight them. After all, you are asking them if they want something that you know they like, so you automatically personalize the order and remind them why your restaurant is one of their favorites.
Even before you’ve successfully implemented an upselling plan, create an ROI strategy to track profitability and customer satisfaction. Then use it to further guide the whos, hows and whens of your restaurant’s upselling.