Upselling Without Pressure

About the Case

Owen Bradford, a 30-year-old marketing consultant in Tulsa, is dining at a casual restaurant. When placing his order, the waiter offers suggestions for additional items, such as drinks or appetizers. Owen is friendly and open to hearing these recommendations, asking a few questions to better understand the options before deciding.

As the waiter, your task is to make appealing suggestions, provide detailed information about the items, and assist Owen in enhancing his dining experience based on his preferences.

Learning Objectives:

Presenting upsell options in a friendly, appealing way to boost sales
Convincing the customer of the added value of enhancing their order with an extra item
Confidently suggesting menu items that complement their current order
Engaging the customer in conversation to make the upsell feel natural
Reading the customer’s mood to adjust the upsell approach appropriately

Skills Assessed

Salesmanship
Persuasion
Product Knowledge
Customer Engagement
Emotional Intelligence

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Upselling Without Pressure

Character’s Role

Customer

User’s Role

Restaurant Employee

Scenario Location

Restaurant Table

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No technical knowledge required.