Restaurant Upselling: Staff Training & Proven Techniques

Restaurant upselling techniques are often seen primarily as a way to increase the value of a customer’s check—and that’s undeniably true. There’s no need to shy away from this fact. With restaurants operating on tight profit margins, upselling is a powerful way to boost revenue.

But there’s another, often overlooked perspective: what if upselling isn’t just about selling more, but also about enhancing the customer experience? Think about a time when you received an excellent recommendation, whatever the setting, and genuinely appreciated it. Yes, you may have paid a bit more, but you felt it was worth it in the end. That’s precisely what upselling should be in a restaurant setting.

Read on to discover what upselling techniques are, how to turn your staff into expert upsellers, and the top strategies every restaurant should use. By the end of this article, you’ll be well-prepared to boost revenue while creating a better experience that keeps your customers coming back.

What Are Restaurant Upselling Techniques and Why Are They Important?

Restaurant upselling techniques include all the efforts made by the waitstaff, along with the prompts and messages displayed through your restaurant’s technology, aimed at encouraging customers to purchase more than they initially intended or to opt for higher-priced items—choices they are still likely to enjoy.

Some people distinguish between suggestive selling, cross-selling, and upselling, and there is merit to that distinction. The table below outlines how these three approaches differ from one another:

However, there is significant overlap between these concepts, making the distinctions somewhat redundant. Upselling and cross-selling both involve making suggestions, while suggestive selling often includes recommending higher-value or additional products. Ultimately, all of these techniques aim to increase total sales. Therefore, when I use the term upselling moving forward, I’m referring to all these approaches collectively.

Before moving on, one key aspect of the definition is worth emphasizing: the final part—“choices they are still likely to enjoy.” If customers are persuaded to order something they end up disliking, their reaction might be, “I actually paid more for this?!” While this might lead to a slightly higher check in the short term, it could cost you a loyal customer in the long run.

That’s why effective upselling goes beyond simply increasing the bill. It’s about making thoughtful recommendations that enhance the dining experience. When done well, upselling raises the average spend and increases the chances of repeat visits, making it a vital strategy for long-term restaurant success.

How to Turn Your Staff into Expert Upsellers

Everything sounds great so far. In effective upselling, customers enjoy the recommended dishes, and restaurants see increased revenue. But there’s a critical link between these two outcomes—one that can either connect them seamlessly or break the connection entirely: the waitstaff.

If the waitstaff isn’t adequately trained, they may come across as too pushy, attempt to upsell at the wrong moment, or avoid upselling altogether. In each case, the result can be a missed opportunity—or worse, a negative customer experience.

The restaurant staff undergoes general training, but there is specific guidance that both the waitstaff and management should consider to implement upselling effectively. Here are what I believe to be the essentials:

1. Upselling as a Form of Excellent Customer Service

I’ve already touched on this point, but it deserves greater emphasis: upselling should be viewed primarily as a form of customer service, not just a way to make more money. As a restaurant owner or manager, it’s essential to believe in this philosophy yourself and embed it into your restaurant’s culture.

When upselling is rooted in genuine service, focused on enhancing the guest experience, you avoid frustrated customers who feel they’ve overpaid. Instead, they leave satisfied, having enjoyed their meal and feeling encouraged to return.

2. Bigger Bills, Bigger Tips

Another essential aspect to highlight to waitstaff is that upselling can directly impact their tips. Typically, the larger the bill, the larger the tip. And if their recommendation significantly enhances the customer’s experience, the tip can be even more generous.

If a bigger tip isn’t enough of an incentive—because, let’s be honest, not every server chooses this job out of passion—you can introduce a gamified experience in your restaurant. Give staff the opportunity to earn rewards based on how much they sell through their recommendations.

3. Empower Staff with Pre-Shift Tastings

When it comes to making recommendations, experience is key. Ensure your staff know the details of the dishes and ideal pairings and have also personally tasted the food. This enables them to speak with greater confidence, go beyond basic descriptions, and recommend dishes with genuine enthusiasm—especially those they truly enjoy.

Hold pre-shift tastings so the waitstaff can sample the food and drinks they’ll serve and upsell. Of course, this doesn’t apply to every single item—everyone knows what fries taste like. But if there’s a unique twist or special seasoning, then a tasting is worthwhile. The general rule is: recommend what you’ve tasted, genuinely liked, and believe will enhance the customer experience.

4. Encourage Genuine, Personalized Interactions

Genuine interactions are far more valued than scripted exchanges between servers and customers. In today’s world, people deeply appreciate honesty. If servers approach a table and simply repeat a rehearsed script, guests may feel that even their recommendations are purely profit-driven.

Instead, waitstaff should aim to be natural, friendly, and observant—able to read the guest’s mood and preferences (something we’ll explore further shortly). Conversations should feel personal and sincere, with servers explaining how an add-on, premium dish, or pairing can truly enhance the dining experience.

5. Teach Staff to Read the Guest

Put simply, the waitstaff should do their best to understand the reason behind a guest’s visit. It’s not about reading minds—but about reading signals. Observing body language, interactions, and context can reveal a lot.

For example, if a young man and woman are holding hands, he pulls out her chair, and there’s a romantic atmosphere, it’s likely a date. In that case, suggesting a classic bottle of wine could be the perfect touch. If it’s a family with children, the approach should be different—perhaps recommending shareable dishes, kid-friendly options, or something a bit more comforting and familiar.

6. Leverage Regulars’ Preferences

Remembering regulars’ preferences can significantly enhance the upselling process. For example, if a guest consistently orders a burger with plain fries, a server can ask whether they’d like the same or if they’d like to try the fries with parmesan or another special option—explaining how it could elevate the flavor of the burger. Or consider a couple who typically enjoy 3–4 glasses of wine; why not suggest a bottle instead?

Fortunately, with modern tools like POS systems, servers don’t have to rely solely on memory. If the guests made a reservation, make sure to check their previous in-house or online orders. If they walk in without a reservation but seem familiar, look them up once you recognize them to personalize the service effectively.

7. Time Your Recommendations Wisely

A meal has a natural rhythm, and your recommendations should follow that flow. For instance, it would make no sense to suggest an appetizer at the end of the meal. In contrast, desserts and coffee are perfectly timed at the conclusion, while add-ons or sides should be offered when the main dish is ordered. This may seem obvious, but when done intentionally and thoughtfully, it can enhance the overall dining experience.

Also, be mindful of the guest’s mood and state. If someone appears upset or is clearly full, it’s not the right moment to upsell—doing so will likely come across as pushy or insensitive. Timing and empathy matter just as much as the recommendation itself.

8. Know When Not to Upsell

As already mentioned—but worth emphasizing again—there are moments when you should absolutely hold back from upselling. Pushing a recommendation at the wrong time can leave customers feeling frustrated and dissatisfied.

For example, if a guest is visibly upset, unhappy with the service, dealing with a difficult moment with their children, or clearly full after a large meal, it’s best to focus on providing a positive experience rather than increasing the check. In these situations, any attempt to upsell can come across as insensitive or tone-deaf.

Always remember: it’s far more valuable to build long-term loyalty than to squeeze a few extra dollars out of a single visit. A happy customer will return—an annoyed one likely won’t.

Top Upselling Techniques Every Restaurant Should Use

There are many upselling techniques out there, each with its own advantages. However, I won’t list them all here. Instead, I’ll focus on the essential strategies that have proven successful for other restaurants—and are very likely to work for yours as well. So, let’s dive into the techniques.

1. Suggest Add-Ons and Extras

Simple but highly effective, servers should always ask guests if they’d like any add-ons, sides, or extras that complement what they’ve already ordered. While the initial question can be general—such as, “Would you like any add-ons with that?”—it’s far more effective to be specific. For example: “Would you like to add fries, a side salad, extra cheese, or one of our house-made sauces?”

Surprisingly, many servers skip this step entirely. But despite how basic it may seem, when done consistently and with intention, this small gesture can significantly boost both guest satisfaction and sales.

2. Design a Menu That Sells for You

Upselling isn’t limited to the interaction between your waitstaff and guests—your menu should also serve as a powerful upselling tool. Design it to be visually appealing and strategically structured by placing relevant add-ons, sides, or extras directly alongside the main items they complement. This allows guests to see how they can enhance their meal on their own, without feeling pressured. When presented this way, upselling feels like a natural choice—one the customer makes for themselves.

3. Use Technology to Upsell in Delivery and Pick-Up Orders

Many restaurant ordering technologies—such as self-ordering kiosks, POS systems, mobile apps, and QR code table ordering—are designed with upselling in mind. For example, if a customer selects a burger, a prompt can suggest upgrading to a combo meal. If they order a steak, the system might recommend a dessert to complete the experience.

4. Encourage Takeout Like Desserts

Earlier, I mentioned that if guests are already full, it’s usually not the right time to upsell. However, there is still an opportunity worth considering. While not everyone will be interested, some guests may appreciate knowing that they can take a delicious dessert home to enjoy later with their family. A simple, thoughtful question can open the door to this option—and there’s no harm in asking.

5. Promote Gift Cards and Special Offers

If your restaurant offers gift cards, you have a great opportunity for upselling. Guests who dine using a gift card—which often feels like “free money”—tend to order more than they typically would. This means you not only benefit from the initial gift card sale, but also from any extras the guest decides to enjoy during their visit. It’s a win-win: the recipient gets a generous experience, and your restaurant sees increased sales.

6. Leverage Loyalty Programs to Drive Repeat Sales

Loyalty programs—such as points systems, stamp cards, or discount coupons—can also serve as effective upselling tools. For example, when customers receive cashback, collect stamps toward a free pizza, or get a coupon offering 20% off a steak, they’re more likely to return and spend more. These incentives not only encourage repeat visits but also motivate guests to try higher-value items they might not have considered otherwise.

7. Offer Free Tastings to Spark Interest (e.g., Wine Samples)

Another great way to encourage guests to buy more is by sparking their interest with a complimentary sample—such as a taste of a genuinely good wine or a small bite of a special dish. If they enjoy it and decide to order, you’ve successfully upsold. If not, you’ve only given away a small portion—hardly a loss, especially compared to the potential gain. It’s a low-risk, high-reward strategy that can leave a lasting impression.

8. Highlight Chef’s Specials to Upsell Premium Items

Every restaurant has its specialties and chefs who excel at preparing certain dishes. Even if these items are priced higher, presenting them as “Chef’s Specials” with an engaging background story can make a big difference. When guests understand the care and expertise behind the dish, they’re more likely to be intrigued—and often eager—to try it. Highlighting these unique offerings can turn them into popular, must-try menu favorites.

Conclusion

Upselling in restaurants is much more than just a tactic to increase the average check—it’s a powerful tool to elevate the overall guest experience. When thoughtfully executed, upselling helps customers discover new favorites, enjoy their meals more fully, and feel genuinely cared for by knowledgeable, attentive staff. At the same time, it drives increased revenue and stronger customer loyalty, creating a win-win for both your guests and your business.