The Need..

The Individual
Leads to confidence in selling. Increased receptivity towards guests needs. Improved performance.

The Organization
Leads to better performance. Increase in sales

The Guest
Overall improvement in satisfaction levels. Better service

The Topic..

FOOD AND BEVERAGE SUGGESTIVE SELLING

The Range..
One and a half hour Hour Session.

Inter-active and participative.(Role Plays!!)

OHP.

SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION HANDLING OBJECTION DESCRIBING MENU ITEMS POSITIVE BUYING SIGNALS - HOW TO RECOMMEND MENU ITEMS.

MODULE 2

-WHAT TO DO WHEN PEOPLE CHALLENGE OUR RECOMMENDATION - HOW TO DESCRIBE MENU ITEMS IN A WAY THAT MAKES GUESTS WANT TO BUY. - READING THE POSITIVE BODY LANGUAGE OF GUEST TO SEE HOW INTERESTED THEY ARE.

MODULE 3

MODULE 4

MODULE 5

NEGATIVE BUYING SIGNALS

OFFERING ALTERNATIVES

- READING THE NEGATIVE BODY LANGUAGE OF GUESTS

- WHAT TO DO WHEN A GUEST SAYS NO

MODULE 6

MODULE 7

CHECKING SATISFACTION

- HOW TO FOLLOW UP AFTER SELLING SOMETHING TO A GUEST.

The Objective..

By the end of this session, you will understand guests buying signals and how to use them for suggestive selling.

SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION - HOW TO RECOMMEND MENU ITEMS.

SELLING BY SUGGESTION - 1
SUGGESTING FOOD / DRINKS IN A WAY THAT WILL MAKE OUR GUESTS FEEL WE ARE HELPFUL AND CONFIDENT, NOT PUSHY

HOW DOES IT HELP IF WE GIVE SUGGESTIONS RATHER THAN WAITING FOR THE GUEST TO MAKE UP HIS / HER MIND.
MORE PROFESSIONAL IMAGE

SAVES TIME

BUILDS RAPPORT

INCREASES SALES

REDUCE COSTS

SELLING BY SUGGESTION -2 BE SPECIFIC

LISTEN TO THESE TWO SUGGESTIONS:

1) Would you like to try todays SPECIAL COCKTAIL - PINA COLADA? 2) Would you like A DRINK? WHY IS THE FIRST ONE - THE SPECIFIC SUGGESTION - MORE EFFECTIVE?
- CREATE AN IMAGE IN THE GUESTS MIND WHICH WILL ENCOURAGE HIM / HER TO BUY: SUGGEST, DONT DO ANY ADVERTISING -

DOES THAT MEAN THAT WE CAN ONLY SUGGEST ONE ITEM AT A TIME ?
ACTUALLY YOU CAN 2 OR 3 ITEMS.

EXAMPLE: MAY I SUGGEST CHEESECAKE FOR DESSERT OR PERHAPS SOME FRESH STRAWBERRIES

THE MAIN POINT IS TO MENTION SPECIFIC ITEMS.

SELLING BY SUGGESTION -3
EXPRESSIONS THAT SELL
- WOULD YOU LIKE....... - MAY I SUGGEST...........

NOT SO GOOD:
- YOU MUST / SHOULD TRY...(ONLY GOOD WITH PEOPLE YOU KNOW WELL) - COULD I POSSIBLY SUGGEST ...(TENTATIVE, NOT CONFIDENT) - MAY I OFFER YOU.... (SOUNDS LIKE ITS FREE) - TODAY THE CHEF RECOMMENDS.. (NOT PERSONAL ENOUGH) - WOULD YOU CARE FOR... (VERY FORMAL) _ PLEASE TRY.... (BEGGING)

- I CAN RECOMMEND......
- THE ...IS VERY GOOD TODAY - PERHAPS YOU WOULD LIKE.....

- HOW ABOUT.......
- YOU MIGHT LIKE.....

WHEN SELLING, WE NEED TO USE THE RIGHT TONE. THE WAY WE SAY THINGS CAN BE MORE IMPORTANT THAN WHAT WE SAY.

SELLING BY SUGGESTION -4
WHEN IS THE BEST TIME TO MAKE A SUGGESTION ?
HIGH VOLUME RESTAURANT FINE DINING - SUGGEST WHEN PRESENTING THE MENU - AFTER SERVING THE APERITIF BUT BEFORE GUESTS READ THE MENU. - MAKE SURE YOU HAVE CLEARED THE TABLE FIRST, THEN RETURN TO SELL THE DESSERT. - BEFORE MAIN COURSE - MOST GUEST WILL BUY A MAIN COURSE ANYWAY, BUT THEY MIGHT NOT ORDER AN APPETISER IF THEY HAVE ALREADY CHOSEN A HEAVY MAIN COURSE . IF A GUEST SAYS NO TO YOUR SUGGESTION, RECOMMEND SOMETHING ELSE. BUT IF THE GUEST IS DISINTERESTED, JUST LET HIM DECIDE FOR HIMSELF DON'T WORRY IF A GUEST SAYS NO TO YOUR SUGGESTION. THEY WILL HOWEVER APPRECIATE YOUR EFFORTS TO BE HELPFUL & PROFESSIONAL

DESSERTS

APPETISERS

SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION HANDLING OBJECTION - HOW TO RECOMMEND MENU ITEMS.

MODULE 2

-WHAT TO DO WHEN PEOPLE CHALLENGE OUR RECOMMENDATION

II HANDLING OBJECTIONS - 1

WHAT IF A GUESTS SAYS NO?

AS LONG AS THE GUEST IS FRIENDLY, JUST SUGGEST SOMETHING ELSE. IF HE / SHE IS UNFRIENDLY OR DISINTERESTED THEN STOP TRYING TO SELL JUST ASK IF HE / SHE WOULD LIKE ANYTHING ELSE. E.G. WHAT WOULD YOU LIKE, SIR? I WILL COME BACK WHEN YOU ARE READY, SIR. SOME GUESTS HAVE ALREADY DECIDED WHAT THEY WANT : WHEN WE ATTEMPT TO SELL SOMETHING ELSE THEY SAY NO. ID RATHER HAVE?

- REINFORCE THE GUESTS CHOICE : THATS ALSO VERY GOOD. E.G. IF THE GUEST WANTS BEEF, SAY GOOD CHOICE SIR, THE ROAST BEEF IS EXCELLENT

II HANDLING OBJECTIONS - 2
COMMON OBJECTIONS & POSSIBLE SOLUTIONS.

1.) ONLY THE CHEESE CAKE IS GOOD ? POSSIBLE SOLUTION : EVERYTHING IS GOOD BUT THIS IS OUR SPECIALITY . 2.) HAVE YOU TRIED IT YOURSELF? A) IF YOU HAVE, REPLY : YES AND IT IS VERY GOOD B) IF NOT, TELL THE TRUTH I HAVENT TRIED IT BUT MANY GUESTS HAVE GIVEN GOOD COMMENTS 3.) WHY ARE YOU PUSHING THE CHEESECAKE ? A) THIS WEEK IS CHEESE CAKE WEEK OR ITS OUR CHEESE CAKE OF THE WEEK B) BECAUSE IT IS OUR SPECIALITY .

4.) TRIED IT BEFORE & DID NOT LIKE IT? A) APOLOGIZE - I AM SORRY TO HEAR THAT. B) FIND OUT WHAT WAS WRONG - WHAT WAS THE MATTER C) SUGGEST SOMETHING ELSE. D) REPORT TO THE CHEF / MANAGER.

TWO BASIC WAYS TO INCREASE REVENUE

SELL MORE TO THE GUEST

SELL THE HIGH PROFIT ITEM

GUESTS OFTEN ORDER WITHOUT THINKING TOO HARD ABOUT WHAT THEY WANT. THIS MEANS THAT THEY MAY NOT INCLUDE SOME ITEMS WHICH MIGHT MAKE THEIR MEAL MORE COMPLETE OR MORE ENJOYABLE.
SELLING EXTRA ITEMS
EXAMPLES:
- MAIN COURSE = A SIDE SALAD

- CHEESE
- TEA

= PORT
= TEA CAKES

SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION HANDLING OBJECTION DESCRIBING MENU ITEMS - HOW TO RECOMMEND MENU ITEMS.

MODULE 2

-WHAT TO DO WHEN PEOPLE CHALLENGE OUR RECOMMENDATION - HOW TO DESCRIBE MENU ITEMS IN A WAY THAT MAKES GUESTS WANT TO BUY.

MODULE 3

III DESCRIBING MENU ITEMS -1

WHY DO WE HAVE TO DESCRIBE ITEMS WHEN WE ALREADY HAVE DESCRIPTIONS ON OUR MENUS ? & DRINK LIST.
GUEST MIGHT NOT HAVE READ THE DESCRIPTION. MIGHT HAVE SEEN IT BUT DOES NOT KNOW / UNDERSTAND IT. WHEN HE READS IT DOESNT SOUND AS GOOD AS WHEN WE SAY IT. WE CAN INCLUDE A LOT OF EXTRA INFORMATION DESCRIBING ITEMS IS GOOD SERVICE, GUESTS LIKE IT WHEN WE HELP THEM TO CHOOSE

WHEN SHOULD WE DESCRIBE MENU ITEMS

GUEST APPEARS INTERESTED GUEST LOOKS PUZZLED GUEST ASKS FOR DESCRIPTION THE ITEM IS UNUSUAL / A HOTEL SPECIALITY

WHEN SHOULD WE NOT DESCRIBE ?

GUEST IS NOT INTERESTED COMMON STANDARD ITEMS ( e.g.. HAMBURGER) TRIED IT BEFORE.

LOCAL ITEMS TO LOCAL PEOPLE.

III DESCRIBING MENU ITEMS -2

WORDS THAT SELL
ATTRACTIVE EXPRESSIONS FRESH JUICY TENDER IMPORTED MILD RICHLY FLAVOURED OUT OF THIS UNIVERSE REFRESHING AMAZING IN SEASON

WORDS TO AVOID
UNSUITABLE EXAGGERATED WORDS FANTASTIC

WONDERFUL
MARVELLOUS EXCELLENT

BEST IN TOWN

EXCITING
SPECIALLY PREPARED TASTY POPULAR

III DESCRIBING MENU ITEMS -2

QUESTION? SUPPOSE YOU INVENT A NEW MENU WHAT WOULD THE GUEST WANT TO KNOW BEFORE HE DECIDES TO ORDER ONE?

DESCRIBING A) TYPE / CATEGORY

DRINKS : COCKTAILS, A LIQUEUR, A BLENDED DRINK, A LONG DRINK, etc FOOD : AN APPETIZER, A MAIN COURSE, A STEW, A SOUP, etc

B) ORIGIN / SIMILAR TO
WHERE IS THE RECIPE FROM . IF THE ITEM IS UNUSUAL OR UNKNOWN TO THE CLIENT, CAN YOU NAME ANOTHER ITEM WHICH IS SIMILAR.

C) INGREDIENTS
STATE THE BASIC OR THE STRONGEST ELEMENT FIRST, NAME A LL THE IMPORTANT INGREDIENTS , DONT MENTION THE GARNISH. IF APPROPRIATE, MENTION THE TASTE.

D) PREPARATION / PRESENTATION
WHEN DESCRIBING DRINKS, IT IS USUALLY NOT NECESSARY TO SAY HOW THE DRINK IS PREPARED OR SERVED.EXCEPT DRINKS WITH AN UNUSUAL SEVICE STYLE. FOR FOOD IT IS IMPORTANT TO MENTION STYLE & PREPARATION TIME.

E) SERVED WITH
YOU MAY MENTION PORTION SIZE, INCLUDING WHAT IS SERVED WITH THE MAIN ITEM (e.g.. VEGETABLES, SAUCES, SALADS, & OTHER EXTRAS)

SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION HANDLING OBJECTION DESCRIBING MENU ITEMS POSITIVE BUYING SIGNALS - HOW TO RECOMMEND MENU ITEMS.

MODULE 2

-WHAT TO DO WHEN PEOPLE CHALLENGE OUR RECOMMENDATION - HOW TO DESCRIBE MENU ITEMS IN A WAY THAT MAKES GUESTS WANT TO BUY. - READING THE POSITIVE BODY LANGUAGE OF GUEST TO SEE HOW INTERESTED THEY ARE.

MODULE 3

MODULE 4

IV BUYING SIGNALS - 1
A BUYING SIGNAL IS A REACTION - SOMETHING THAT THE GUEST SAYS OR DOES WHICH TELLS US HOW HE FEEL ABOUT OUR SUGGESTIONS.
REASON WHY IT IS IMPORTANT TO READ BUYING SIGNALS.
* WE ARE MORE SENSITIVE TO GUEST FEELINGS. * WE GIVE BETTER SERVICE.( AVOIDBEING PUSHY) * MAKE SURE WE RESPOND APPROPRIATELY * SAVES TIME. * WE SELL MORE. * AVOID MISTAKES. SPOKEN SIGNAL THINGS OUR GUEST SAY ASKING A QUESTION - HOW LONG IT WILL TAKE? SAYING SOMETHING GOOD - LOOKS DELICIOUS -IT WAS VERY GOOD LAST TIME SILENT SIGNAL THINGS OUR GUESTS DO BODY LANGUAGE HEAD & FACE HANDS & ARMS BODY & LEGS

IV BUYING SIGNALS - 2 CONFIRMING THE ORDER

SOMETIMES WHEN WE MAKE A SUGGESTION TO OUR GUESTS THEY SAY SOMETHING LIKE:
THAT SOUND GOOD - ILL HAVE ONE !

BUT QUIET OFTEN GUESTS WHO ARE INTERESTED IN OUR SUGGESTIONS GIVE US POSITIVE BUYING SIGNALS - BUT THEY DONT ACTUALLY SAY O.K. - ILL HAVE IT

WHAT WOULD YOU DO IF YOU GET A POSITIVE BUYING SIGNAL BUT THE GUEST DOES NOT ACTUALLY ORDER THE ITEM
- CONFIRM THE ORDER. IF WE JUST STAND AND WAIT FOR THE GUEST TO MAKE UP HIS MIND HE MAY LOSE INTEREST OR THINK OF A REASON NOT TO BUY ( NO TIME, DIET etc.)

USE THE CORRECT LANGUAGE TO CONFIRM THE ORDER.

- MAY I SERVE YOU ONE / SOME ? - WOULD YOU LIKE TO TRY ONE ? - HOW WOULD YOU LIKE IT COOKED ?

- ILL BRING YOU ONE RIGHT AWAY ?

- WHICH ONE WOULD YOU LIKE ?

SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION HANDLING OBJECTION DESCRIBING MENU ITEMS POSITIVE BUYING SIGNALS - HOW TO RECOMMEND MENU ITEMS.

MODULE 2

-WHAT TO DO WHEN PEOPLE CHALLENGE OUR RECOMMENDATION - HOW TO DESCRIBE MENU ITEMS IN A WAY THAT MAKES GUESTS WANT TO BUY. - READING THE POSITIVE BODY LANGUAGE OF GUEST TO SEE HOW INTERESTED THEY ARE.

MODULE 3

MODULE 4

MODULE 5

NEGATIVE BUYING SIGNALS

- READING THE NEGATIVE BODY LANGUAGE OF GUESTS

V NEGATIVE BUYING SIGNALS

THERE ARE MANY SIGNS THAT REVEAL HOW GUESTS ARE FEELING THESE MAY BE * SPOKEN SIGNALS ( THINGS THEY SAY ) * SILENT SIGNALS ( THINGS THEY DO)

SILENT SIGNALS
WHEN WE MAKE SALES SUGGESTIONS, CUSTOMER REACTIONS ARE OFTEN SHOWN BY THEIR

BODY LANGUAGE NEGATIVE SILENT SIGNALS

HAND & FACE HAND & ARMBODY & LEGSYAWING, SHAKING HEAD, FROWNING, TURNING MOUTH DOWN, LOOKING AWAY, WRINKLING NOSE. CROSSING ARMS, WAVING NO WITH HAND, RUBBING NOSE OR BACK OF NECK, FIDGETING, STOP SIGN WITH HAND, TAPPING FINGERS. LEANING BACK, MOVING AWAY, APPEARING NERVOUS, CROSSING LEGS, TURNING AWAY, JUGGLING / TAPPING FOOT.

REMEMBER YOU NEED TO SEE THREE OR MORE NEGATIVE SIGNALS TO BE SURE THE GUEST IS REALLY NOT INTERESTED

V NEGATIVE BUYING SIGNALS

SPOKEN SIGNALS UNFRIENDLY / DEFINITE NO THIS IS A VERY CLEAR SIGNAL - BODY LANGUAGE

WORDS, & TONE ALL INDICATING A STRONG NEGATIVE REACTION.

- LET THE GUEST DECIDE FOR HIMSELF - DONT MAKE ANY FURTHER SUGGESTIONS UNLESSHE ASKS FOR SOME. - GIVE HIM SPACE, MOVE AWAY UNTIL HE IS READY, AVOID DOING ANYTHING THAT MIGHT CAUSE OFFENCE. IF POSSIBLE ADVISE OTHER STAFF.

CATEGORY NO
DISINTEREST IN A WHOLE CATEGORY OF ITEM.
NO THANKS NO DESSERT - NO I DONT WANT A COCKTAIL NOTHING TO START - NOTHING TO DRINK, JUST WATER

- IF A GUEST IS FRIENDLY TRY ONE MORE SUGGESTION BUT DO A DIFFERENT TYPE.

EG. NO DESSERT = FRUIT / LIGHT NO APPETIZER = LIGHT / SALAD NO ALCOHOL = SOFT DRINK / JUICE.

ITEM NO
INDICATES DISINTEREST IN SPECIFIC ITEM YOU SUGGESTED MOST OFTEN ENCOUNTERED. - TRY OUR PINA COLODA .. MMM, NO I DONT THINK SO - CHOCOLATE MOUSSE ? O - TOO RICH FOR ME - ITEM NO IS VERY EASY TO DEAL WITH - JUST RECOMMEND AN ALTERNATIVE & KEEP ON SUGGESTING. IF S/HE IS FRIENDLY & INTERESTED YOU CAN SUGGEST UPTO 5 ALTERNATIVES.

V NEGATIVE BUYING SIGNALS

SPECIFIC NO
WHAT WORDS & EXPRESSIONS CAN WE USE WHEN OFFERING ALTERNATIVES
WHAT ABOUT? HAVE YOU TRIED..? PERHAPS YOUD LIKE.? THE CHEFS SPECIALITY IS ..? WOULD YOU LIKE..?

WHAT NOT TO SAY

YOU REALLY MUST TRY..

YOUD BETTER HAVE..

QUESTIONING THE CUSTOMER WHY NOT.

SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION HANDLING OBJECTION DESCRIBING MENU ITEMS POSITIVE BUYING SIGNALS - HOW TO RECOMMEND MENU ITEMS.

MODULE 2

-WHAT TO DO WHEN PEOPLE CHALLENGE OUR RECOMMENDATION - HOW TO DESCRIBE MENU ITEMS IN A WAY THAT MAKES GUESTS WANT TO BUY. - READING THE POSITIVE BODY LANGUAGE OF GUEST TO SEE HOW INTERESTED THEY ARE.

MODULE 3

MODULE 4

MODULE 5

NEGATIVE BUYING SIGNALS

OFFERING ALTERNATIVES

- READING THE NEGATIVE BODY LANGUAGE OF GUESTS

- WHAT TO DO WHEN A GUEST SAYS NO

MODULE 6

VI OFFERING ALTERNATIVES
WHY DO GUEST SAY NO
EXPENSIVE ON A DIET IN A HURRY

WANTS SOMETHING SPECIAL

NOT VERY HUNGRY

ARE YOU READY TO PLAY

FORM A GROUP OF 4 & SELECT ANY OF THE ABOVE REASONS DISCUSS FOR NEXT 10 MINUTES HOW YOU WILL HANDLE IT . EXPLAIN YOUR SOLUTION TO ALL OF US ROLE PLAY WITH ONE OF YOU ACTING AS A GUEST.

COMMON OBJECTIONS AND POSSIBLE SOLUTIONS A) GUEST IN A HURRY

* RECOMMEND A DISH THAT IS QUICK TO PREPARE * SUGGEST DISHES THAT ARE PRE PARED

* ADVISE HOW LONG IT WILL TAKE.

* MOVE QUICKLY & PAY PARTICULAR ATTENTION TO THIS GUEST.

B) GUEST WANTS SOMETHING DIFFERENT OR UNUSUAL

GUESTS WHO TRAVEL A LOT OR WHO HAVE EATEN HERE OFTEN MAY BE BORED OF EATING THE SAME THING ALL THE TIME.
* RECOMMEND HOUSE SPECIALS * RECOMMEND LOCAL SPECIALITIES * NOT ON MENU * ASK CHEF WHAT HE CAN DO

(DO NOT ASK WHAT DO YOU WANT)

C) PRICE OBJECTION

EG. THAT SOUNDS EXPENSIVE

* EMPATHISE / AGREE * EXPLAIN WHY IT IS EXPENSIVE (1-3 REASONS) * OFFER SIMILAR ALTERNATIVES ( EG. PRAWNS / LOBSTER/ LOCAL / IMPORTED

D) ON A DIET

EG. IM WATCHING MY WEIGHT / WAIST ETC.

* ASK WHAT KIND OF DIET?(EG. VEGETARIAN) & OFFER MATCHING MENU ITEMS. * SOMETHING LIGHT (SALAD, FISH). NON-FATTENING INGREDIENTS (CHICKEN) * NON - FATTENING INGREDIENTS (CHICKEN VEGETABLES) * NON - FATTENING PREPARATIONS ( STEAMED, GRILLED.)

E) NOT VERY HUNGRY

* SUGGEST SOMETHING LIGHT * OFFER A SMALLER PORTION * SELL TWO APPETIZERS OR SALAD/ FISH/ FRUIT NOT CREAMY/ SAUCES. ON A DIET = CAN ONLY EAT SPECIFIC THINGS BUT AMOUNT IS NO REAL PROBLEM

NOTE : DIFFERENCE BETWEENNOT HUNGRY & ON A DIET. NOT HUNGRY = CAN EAT ANYTHING BUT ONLY WANTS A SMALL QUANTITY

SUGGESTIVE SELLING
MODULE 1 SELLING BY SUGGESTION HANDLING OBJECTION DESCRIBING MENU ITEMS POSITIVE BUYING SIGNALS - HOW TO RECOMMEND MENU ITEMS.

MODULE 2

-WHAT TO DO WHEN PEOPLE CHALLENGE OUR RECOMMENDATION - HOW TO DESCRIBE MENU ITEMS IN A WAY THAT MAKES GUESTS WANT TO BUY. - READING THE POSITIVE BODY LANGUAGE OF GUEST TO SEE HOW INTERESTED THEY ARE.

MODULE 3

MODULE 4

MODULE 5

NEGATIVE BUYING SIGNALS

OFFERING ALTERNATIVES

- READING THE NEGATIVE BODY LANGUAGE OF GUESTS

- WHAT TO DO WHEN A GUEST SAYS NO

MODULE 6

MODULE 7

CHECKING SATISFACTION

- HOW TO FOLLOW UP AFTER SELLING SOMETHING TO A GUEST.

VII CHECKING GUEST SATISFACTION

WHY IS IT IMPORTANT TO CHECK GUEST SATISFACTION - SHOW WE CARE - PROFESSIONAL IMAGE - IF SOMETHING IS MISSING WE CAN BRING IT QUICKLY & QUIETLY - CHANCE TO SELL SOMETHING ELSE - IF GUEST DISLIKES WE CAN CHANGE IT. WHEN IS THE BEST TIME TO CHECK - SOON ( 2-3 MINUTES) AFTER SERVING - DURING COFFEE ( IF CHECKING WHOLE MEAL)

WHY CHECK SO SOON -WE MAY WANT TO SELL SOMETHING TO GO WITH WHAT S/HE HAS (WINE WITH STEAK)

-IF THERE IS A PROBLEM, THE LONGER WE LEAVE IT THE MORE UPSET THE GUEST IS GOING TO BE .

- S/HE MAY EVEN END UP MAKING A SCENE & ATTRACTING THE ATTENTION OF OTHER PEOPLE IN THE RESTAURANT

VII CHECKING GUEST SATISFACTION

WHAT IF WE ARE TOO BUSY? IF YOURE REALLY TOO BUSY TO CHECK AT THE APPROPRIATE TIME THEN CHECK AT THE END OF THE MEAL

HOW MANY TIMES SHOULD WE CHECK DURING THE MEAL CHECKING BACK AFTER EACH COURSE IS TOO MUCH. THE GUEST WILL FEEL DISTURBED. CHECK EACH TABLE TWICE, MAXIMUM THREE TIMES PER MEAL.

ARE THERE TIMES WHEN WE SHOULD NOT CHECK? IF THE GUEST DO NOT WANT TO BE BOTHERED. THIS OFTEN HAPPENS WITH BUSINESS PEOPLE IN THIS CASE WAIT BY THE TABLE FOR A FEW SECONDS. IF THE GUESTS IGNORE YOU, LEAVE WITHOUT INTERRUPTING

WHICH ITEMS SHOULD YOU CHECK? -MAIN COURSE -ITEMS WE RECOMMEND -THE WHOLE MEAL -ANY ITEM WHICH GUESTS SEEM TO DISLIKE (I.E. UNFINISHED FOOD ITEMS)

WHICH ITEMS DO WE NOT CHECK? -SIMPLE ITEMS ( COKE, PERRIER, STRAIGHT / UNMIXED DRINKS ETC.) -JUST SAY SOMETHING LIKE MAY I GET YOU ANYTHING ELSE?

CHECKING GUEST SATISFACTION

WHO SHOULD CHECK
THE BEST PERSON TO CHECK IS THE ONE WHO MADE THE SUGGESTION, EVEN IF HE IS NOT THE ONE WHO SERVES THE ITEM. BUT BE CAREFUL - THE GUEST WILL GO CRAZY IF EVERYBODY KEEPS ASKING.

WHAT TO SAY
THESE QUESTIONS WILL ENCOURAGE CONVERSATION - GOOD IF YOU HAVE TIME.
- HOW IS YOUR .? ( MEAL / DRINK / ITEM) - HOW WAS YOUR .?(IF ALREADY FINISHED) -DID YOU ENJOY YOUR STEAK?

THIS QUESTION WILL LEAD TO ONLY YES / NO ANSWER. USE ONLY IF EXTREMELY BUSY.

WHAT NOT TO SAY

ANY PROBLEM IS EVERYTHING OK? ANY COMPLAINTS? WAS THAT GOOD ? IS IT DELICIOUS?

SOUND AS THOUGH YOU EXPECT BAD NEWS

THE GUEST WILL FEEL YOU ARE FORCING HIM TO AGREE.

CHECKING GUEST SATISFACTION HANDLING GUEST REACTION

WHAT TO DO IF THE GUEST IS HAPPY ?

THANK THE GUEST & SMILE

WHAT TO DO IF THE GUEST IS UNHAPPY

1. APOLOGISE 2. FIND OUT WHY 3.ACT TO FIX THE PROBLEM & /OR REFER TO MANAGER / SUPERVISOR 4. POSSIBLY WARN OTHER SERVICE STAFF