, Australia

See why coffee shops are failing to upsell

Are staff members to blame?

Mystery shopping company, Mystery Customer Pty Ltd, conducted a study with 39 coffee franchises on suggestive selling to customers.

The study asked shoppers to take note whether the staff member offered an upsize and if so, in what way was it offered.

The company discovered that 59% of staff members did not attempt to suggestive sell to their customers during the transaction.

It was also revealed that 5.1% asked if the customer wanted to get an upsize on their beverage, 15.4% asked if the customer wanted an additional item, while 20.5% asked if the customer wanted anything else.

Moreover, the study also showed that staff members who made suggestions on specific menu items were more successful in making additional sale.

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