Upselling is part of good service when it genuinely helps: suggesting a wine that suits the dish, mentioning a special that's at its best, or offering a side the guest will love. It turns sour when it becomes pressure, confusion or trickery. Asking still or sparkling as if tap water isn't an option, topping up wine without asking, or pushing large measures by default can all leave guests feeling played. Licensed premises in England and Wales must offer free tap water on request and make smaller measures available and known, under the mandatory licensing conditions.
Targets and incentives for staff can drive bad behaviour, so think carefully about how you reward sales. The best upsellers listen, read the table and know when to stop. A guest who trusts your recommendation will come back and spend more over time, whereas one who feels squeezed tells friends and writes a review.
What we ask on the show
- Is still or sparkling a trick question?
- Should waiters have sales targets?
- When does a recommendation become a hard sell?
- Do guests secretly like being upsold?