Objectives of the Study

Following the completion of this unit, students will be able to:

  1. Identify opportunities to promote additional products and services.
  2. Use persuasive language to encourage customers to upgrade or add services.
  3. Enhance customer satisfaction while increasing revenue.

A. Vocabulary Building

The following activities are designed to build your vocabulary mastery, especially in upselling products and services.

Jumble Letters
Please arrange the following letters into the correct words!

Jumble LettersWordsMeaning
SELLUUpsellPenjualan lebih
FGEIATRUESFeaturesFitur
CLEAVUEValueNilai
ATDERDVIOSNAAdvertisementIklan
UFGRDPAEUpgradePeningkatan
RMEECDENOMRecommendRekomendasi
PPREIDUCProductProduk
CEMRVICEServiceLayanan
TICFSBEENBenefitsManfaat
TNLIRPESESPresentationPresentasi

Listening and Pronouncing Practice

Play the audio of the following words by scanning the QR Code. Then, practice pronouncing them correctly as you heard from the audio.

  • Upsell: /ʌpˈsel/
  • Recommend: /ˌrekəˈmend/
  • Product: /ˈprɒdʌkt/
  • Service: /ˈsɜːrvɪs/
  • Feature: /ˈfiːtʃər/
  • Benefit: /ˈbenɪfɪt/
  • Upgrade: /ˈʌpɡreɪd/
  • Value: /ˈvæljuː/
  • Offer: /ˈɒfər/
  • Additional: /əˈdɪʃənl/

B. Procedure in Handling Payments

ProcedureLanguage Function
Introducing optionsSuggesting upgrades, describing premium features
Explaining benefitsHighlighting unique selling points, addressing customer needs
Confirming the saleConfirming choices, thanking for the decision
  • Manners

RULES OF MANNERS

  • Smile and maintain a friendly tone when suggesting additional services or products.
  • Personalize your recommendations based on the guest’s preferences or interests.
  • Avoid being pushy or making the guest feel pressured.
  • Clearly explain the benefits of the products or services you’re promoting.
  • Respect the guest’s decision if they decline your suggestions.
  • Thank the guest regardless of their response to your upselling attempt.

DURING THE CONVERSATION

  • Start with a polite suggestion:
    “Would you like to try our signature cocktail? It’s one of our most popular drinks.”
  • Highlight benefits:
    “If you choose the premium wine, it pairs perfectly with the steak.”

HANDLING OBJECTIONS

  • Respond respectfully:
    “I completely understand. Let me know if you change your mind.”
  • Offer alternatives:
    “No worries, we also have a non-alcoholic version of this drink.”

FOLLOWING UP

  • Thank the guest:
    “Thank you for choosing the dessert package. Enjoy your meal!”
  • Remind them about other services:
    “By the way, our spa has a special offer tonight if you’re interested.”
  • Samples of Dialogues

Sample 1

Server             : Good evening! Would you like to start with some drinks?

Guest               : Sure, I’ll have a glass of red wine.

Server             : Excellent choice! May I recommend the Château Bordeaux? It pairs wonderfully with the steak on our menu.

Guest               : That sounds good. I’ll go with your recommendation.

Server             : Perfect! And have you had a chance to look at the appetizers? Our seafood platter is a guest favorite.

Guest               : Hmm, I didn’t see that. Tell me more about it.

Server             : It comes with freshly grilled prawns, scallops, and smoked salmon—perfect to share or enjoy as a starter.

Guest                     : That sounds fantastic. Let’s add it to the order.

Server                    : Great choice! I’ll get those started for you.

Questions

  1. What drink did the guest initially order?
  2. How did the server upsell the wine?
  3. What appetizer did the server recommend?
  4. Was the guest convinced to add the appetizer to their order?

Sample 2

Server             : Hi there! Can I tempt you with our premium dessert options?

Guest               : Oh, I’m not sure. What do you recommend?

Server             : Our chocolate lava cake is absolutely delicious, and it pairs perfectly with a scoop of vanilla gelato.

Guest               : That does sound tempting. Is it too heavy?

Server             : Not at all! It’s just the right size to finish your meal on a sweet note.

Guest               : Okay, let’s go for it. Add that to the bill.

Server             : Fantastic choice! Would you like a cappuccino or espresso to go with it?

Guest               : Hmm, I’ll have an espresso. Thank you!

Questions

  1. What dessert did the server recommend?
  2. How did the server describe the dessert to the guest?
  3. Did the guest decide to order a drink along with the dessert?
  4. How did the server successfully upsell?

C. Check your Understanding
A clipboard with a task list Description automatically generatedPlease do the following exercises to confirm your understanding. When you have difficulties, please ask your teacher.

Create your conversation
Please create a conversation based on the following situations:

  1. A server recommends a premium wine pairing to a guest who orders steak.
  2. A guest hesitates to order dessert, and the server describes the signature chocolate soufflé to convince them.
  3. A family dining in the restaurant is offered a special set menu for families, which includes free drinks for children.

D. Summary

Language FunctionLanguage Expression
RecommendingMay I recommend our signature dessert? Would you like to try the house wine?
Highlighting benefitsThis dish pairs perfectly with red wine. You’ll love the view from the premium suite.
Offering a dealIf you order the set menu, dessert comes free!
Handling hesitationTake your time to decide. Let me know if you have questions.
Closing the upsellGreat choice! I’ll bring that out for you shortly.