Why traditional upselling fails and how strategic menu knowledge creates better results
Most restaurants train staff to "upsell more" without providing the strategic context needed to do it effectively. This leads to:
Staff recommend random add-ons without understanding what actually benefits the business or guest
Servers might push low-profit items while overlooking hidden gems that would delight guests
Without clear guidance, some staff sell effectively while others actually reduce profitability
By categorizing menu items using the BCG matrix framework, we give staff the knowledge to make recommendations that:
Focus efforts on items that actually move the needle
Suggestions feel personalized rather than pushy
All staff align around the same strategic priorities
Examples: Truffle pasta, Dry-aged steak, Lobster risotto
Examples: Fish & chips, Margherita pizza, Spaghetti bolognese
Examples: Wild mushroom arancini, Burrata salad, Saltimbocca
Examples: Garlic bread, House salad, Iceberg wedge
"Would you like garlic bread to start and tiramisu for dessert?"
Problem: Garlic bread is a Dog item (low profit) and tiramisu is a Plow Horse (popular but low margin). Check increases by £12 but profit only £3.
"Our burrata with heritage tomatoes makes a fantastic starter, and the chef's special pistachio panna cotta is a perfect light dessert"
Solution: Burrata is a Puzzle (high potential) and panna cotta is a Star (high profit). Check increases by £14 with £7 profit.
"Would you like garlic bread to start and tiramisu for dessert?"
"Our burrata with heritage tomatoes makes a fantastic starter, and the chef's special pistachio panna cotta is a perfect light dessert"