Maximizing Show Profit: Tips for Upselling Without Being Pushy

[missyciccolella]

I've been watching the "Increasing your show average" thread, and noticed the "Upsell" comment...
My question to all of you is, how do upsell and what do you say so that you don't come across as "hey, let's cushion my paycheck"? :angel:

 

[vwpamperedchef]

I am interested in seeing the replies too...

 

[stacywhitlow]

I always forget to do that because I don't look at what they order, only the product # which I don't always know. I plan to start. It isn't any different than the fast food place asking if you want fries with that.

Ex. batter bowl ordered
Do you already have our scrapers? They work great with the batter bowl. If not, choose 1 to sell them.

I do mention this during my demo.
Ex. If you get the batter bowl you have to get the scrapers to go with it. If you get the food chopper, the bar board is the perfect cutting board to use with it, etc... I do have guests order both items I mentioned to go together.

 

[chefann]

I'll admit that I'm bad at upselling, but I do try to do it with a couple of items.First, cutting boards. If someone comes up with the middle size cutting board on their order form, I ask if the large one would better serve their needs. I mention the groove, and I also talk about how it's big enough to fit over most sinks to increase counter space. Sometimes people just don't realize how small the medium cutting board is.Secondly, the Medium Round Stone. That one's only 2 inches smaller than the large. The line I usually use for that is, "You can fit less on a larger stone, but you can't put more on a smaller one." Usually, this situation arises when a customer asks, "Which should I get, the medium or the large?"I try to remember to suggest related things, especially when they're buying an investment piece: cutting boards when they have knives on their order, Chef's Tools or Bamboo when they're buying cookware, etc. But usually I'm too busy chatting with them to remember (Or I'm trying to remember to ask for a booking instead of the increased sale).

 

[missyciccolella]

Secondly, the Medium Round Stone. That one's only 2 inches smaller than the large. The line I usually use for that is, "You can fit less on a larger stone, but you can't put more on a smaller one." Usually, this situation arises when a customer asks, "Which should I get, the medium or the large?"

I never thought about that way...thanks for sharing!

 

[StacieB]

I need to start doing this!! Thanks for the tips!

 

[PCJenni]

You need to make the "upsell" about the customers needs not your need for a bigger paycheck. I agree about selling the larger stone, which I talk about during my presentation. Then at checkout I ask if someone wants the medium, I ask if the large would not serve them better and talk about how they are going to wish they had the large once they get it home. If someone is buying the forged cutlery I upsell the cutting boards, honing tool, finger guard etc.

If someone is not biting on the upsell and say they are not interested in hosting, I ask if I can contact them in a month or so and see how much they love the products. Of course they are going to say yes and I have them on the "hook" for another purchase, hosting etc.

 

[pamperedharriet]

When I sell certain stones I always talk about the easy clean kitchen brush as that is what I use to wash my stones with--especially the fluted pan. I usually get an add that to my order. I always ask if they want the rack for the medium and large round stones and rectange stone and nine out of ten after telling them that it is so much easier to put the stone in and out of the oven with them that I sell those too. Most people like when you tell them what you use with the products and how you can't live without them.

I'm glad this subject came up as I think I need to cross sell more products than I do already.

 

[RebelChef]

Ok, dumb question. The racks are oven safe? I don't have a PC round stone yet but on the non-PC one I have, I was always scared to put the rack in the oven so fought with the stone getting it in and out. The catalog doesn't give much info about the racks so I had no idea!

 

[ChefBeckyD]

Ok, dumb question. The racks are oven safe? I don't have a PC round stone yet but on the non-PC one I have, I was always scared to put the rack in the oven so fought with the stone getting it in and out. The catalog doesn't give much info about the racks so I had no idea!

YES! The racks are oven safe.

My large round stone lives on it's rack, in my oven.....I never take it off the rack. I am always amazed when I have hosts and guests tell me they never use their rack - I always wonder how they get it out of the oven???

 

[sfdavis918]

Ok, dumb question. The racks are oven safe? I don't have a PC round stone yet but on the non-PC one I have, I was always scared to put the rack in the oven so fought with the stone getting it in and out. The catalog doesn't give much info about the racks so I had no idea!

Oh yeah, that is what they are meant for. To make it easier to get the stone in and out of the oven. Definite must have for the round or rectangular stones with not edges.

 

[RebelChef]

I always wonder how they get it out of the oven???

Not very easily and usually a few burns later! I hated using mine because I never knew I could bake anything other than pizzas on it and because it was so hard getting out of the oven while it was hot. That's why it's hidden somewhere in my laundry room. lol Now that I know, I think it's going to be found and used alot more often. Thanks!

 

[pamperedharriet]

I don't think I ever would have bought a round stone without it. It came in my kit and I believe the rack was in the kit too when I started. I saw it used at a couple of shows I went to before I signed on and knew that was the only way I would consider using it. I don't how I could live without it! OK, for those that just realized why you need the rack and that they are oven safe go check out all of your customers who ordered the round or rectangle stones and see if they ordered racks for them. If they haven't use that as a reason to call to see if they are happy with the stones, if they say it is hard to use recommend the racks and take it from there.

 

[pamperedharriet]

By the way I was always told that no question is a dumb question. Just think of the knowledge we are picking up from one another here without any embarrassment.

 

[scottcooks]

UpsellingFirst, take the "bigger paycheck" and "$$ on your forehead" completely out of the picutre. Put yourself in SERVICE mode and helping the client - because you are. (Believe in yourself; don't sell yourself short!)

As we all agreed, we are paid from commissions and then overrides for a reason - we need to understand, value, and be good at selling our fantastic products. Simple fact is, many of our products are designed to work together (cutting board with chopper - flat stones with rack - any stone with spritzer - small scoop with mini muffin pan - BBQ basting bottle with any BBQ tool - scrapers with batter bowl - Woven Selections with entertaining pieces - easy-read measuring cups with any baking purchase, etc...) and we need to serve our clients well to keep them informed.

Don't approach it from a greedy standpoint - customers will sense it/smell it:blushing: a mile away. Instead, get in your "user" head and just tell them - what makes it easier for you in the kitchen? What do you like? What makes for better results? Just chill out - don't take yourself so seriously as a sales person. (Doris didn't; why should you?)

When closing out, simply say "I see you have chosen the Medium Bar Pan. You'll really like that for everything from chicken nuggets and oven-fried potatoes, to brownies and reheating pizza in the microwave or oven. May I suggest a mini serving spatula to go with it? You'll appreciate how easy it makes getting the first brownie out of the pan without any waste, and everything from cookies to lasagna easier to serve.

They will either say Yes or No.

In the words of Cindy Langford, Some Will Say YES, Some Will Say NO. Oh Well. Who's next??

Just serve your guests and hosts - the dollars will come! Be sure to have items from every $$$ collection at your show and either speak to them, or have the guests speak to them, or -worst-case, just have them there to support what you are doing.

Good luck; God Bless!

-praying for Paige and her family-

 

[RebelChef]

small scoop with mini muffin pan

FYI..the small scoop is the perfect size for making divinity! I used it this year and took about half the time as usual. Sorry to hijack but it made me think of it and if any customers are candymakers, they'll like that idea.

 

[chefann]

A customer at my show today bought the forged Santuko knife. I suggested a cutting board (she passed) and the honing tool, which she added to her order. She also has the Chef's Knife on her wish list.

 

[smspamperedchef]

A customer at my show today bought the forged Santuko knife. I suggested a cutting board (she passed) and the honing tool, which she added to her order. She also has the Chef's Knife on her wish list.

How was your show today? Being as it is so close to the Holidays. Good sales? Bookings?

 

[chefann]

1 booking, $740 in sales. No stoneware sold, though (I'm submitting it as a Jan. 1 show - it's a fundraiser). But a bunch of Food Choppers, Mix n Chops, Beer Bread Mix and Can Openers. And some forged cutlery.

 

[Chef Kearns]

Wow, Ann!! That's awesome! Congrats!