Suggestive Selling

[Ron-DFW]

I have asked our cashier to do up-selling and she does it when it is not too busy but as soon as the customer pouring in, she doenst do it......What can i do make her remember it.
Also, i have a customer loyalty program but it is not being handed out by the cashier....reason, too busy to tackle the lunch crowd.....What can I do?
// Ron

[garner]

Does your POS have the ability to track items per customer? If so, measuring that over the course of the week, and reviewing it with her, will help make the point that it's a metric you expect improvement on (that's the stick).

The carrot could be that you tie incentives to it. Set a goal and track it daily.

The above should work if she knows how to upsell but isn't giving it her full effort. It might be that she needs some pointers.

Remember, too, that there's upselling (turning an existing sale into a larger one - upsizing, for example) and suggestive selling (suggesting a scone with coffee, a higher priced item as a side, or a new item to drive menu trial).

Maybe have a one on one session with her and give her a single item to focus on each day. Maybe you give her an objective of selling a specific item when it's slow, and change that to a more general upsize when it's busy (fast food places usually teach people to NOT upsell during lunch rush - improves throughput).