Make role-playing part of your pre-shift team meetings and train servers to assume the sale! Servers often determine what a customer orders, so why not be sure that they’re recommending items in the best possible (and profitable) way? Take advantage of role playing to train your team to use more compelling words when talking with guests.
Wrong way: Would you like a Martini or something?
Right way: Our Martinis are the best in town. We have a Green Apple Twist with Jolly Ranchers and a Dirty Martini that’s perfect with Beefeater Gin. Which would you prefer?
Wrong way: Would you care for some wine?
Right way: You know what would go really great with your steaks is a Kendall Jackson Cabernet Sauvignon or perhaps a Robert Mondavi Merlot. Which sounds better to you?
Wrong way: Would you like an appetizer or do you want to just go ahead and order?
Right way: Our nachos are great with guacamole and sour cream. Would you like those or a sampler plate with all our favorite appetizers?
Wrong way: Too full for dessert?
Right way: Our specialty dessert tonight is a six-layer chocolate cake with mocha filling and fudge icing. I can bring you one with two forks — it’s perfect to share!
Wrong way: Thanks for coming in.
Right way: Be sure to come back on Wine-While-You-Wait Wednesday, or half-price appetizers before the big game next Sunday!
Restaurant Service and Sales Training
The Service & Sales Excellence Waitstaff Training Series is based on Service That Sells!, a restaurant training philosophy developed by restaurant owners for restaurant owners. Click here to learn more.
