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Author Topic: ? on UPSELLING! Scott D. Neff Theatre Dork Posts: 919 From: San Francisco, CA Registered: Oct 1999 posted 10-24-2003 12:03 PM                        I always encouraged my staff to point out the better value, no matter what it meant to our sales. I would often remind mothers that we had Movie Packs that would give her kids a little bit of everything rather than have her buying everybody each a large popcorn and soda.  |  IP: Logged Ky Boyd Hey I'm #23 Posts: 314 From: Santa Rosa, CA, USA Registered: Jun 99 posted 10-24-2003 02:27 PM                       Well said Scott!  |  IP: Logged Randy Stankey Film God Posts: 6539 From: Erie, Pennsylvania Registered: Jun 99 posted 10-24-2003 03:12 PM                     As long as the seller isn't pushy I don't mind the upsell. If I order something and they ask me if I want the "upsize" I MIGHT decide to get it but I might NOT. Most people understand the concept of upselling. If it was their business they'd probably do the same thing. It all comes down to HOW you say something vs. WHAT you say. If the seller tries to get pushy, THAT's when I get pissed off! If I say, "No, thank you.", that should be the END of it. Move on to the next thing. Suggestion is another ball of wax alltogether. A lot of people wouldn't think of getting something if they didn't know what could be had. For instance: "Hey! We just got some <new kind of candy> in. Wanna' try some?!" "Have you ever eaten Milk Duds with your popcorn? It's just like carmel corn!" "Oh, by the way. If you don't want any of the candy here <in the case> we've got a fresh shipment of ice cream bars in the freezer! Again... If they say, "No, thanks.", get on with it! Ring 'em up! Move on to the next customer. Also, remember that the second or third customers in line can hear you. If it doesn't work on customer #1 it may have already worked on customer #2 or customer #3. Don't repeat the same pitch to every customer or else you will destroy the effect. One last thing. Look the customer in the face when you make the pitch! I WON'T buy ANYHING from a seller who's face is burried in the register!  |  IP: Logged Eric Hooper Jedi Master Film Handler Posts: 532 From: Fort Worth, TX, USA Registered: May 2003 posted 10-24-2003 05:59 PM                     I agree with Scott. Like I said earlier in this thread, it's good customer service. BTW, did anybody else see the MAD TV skit with Ms. Swan at the concessions counter at the movies? Hilarious!!!  |  IP: Logged David Stambaugh Film God Posts: 4021 From: Eugene, Oregon Registered: Jan 2002 posted 10-24-2003 06:19 PM                        Regal here has been doing the "If we don't offer you a combo, you get [something] for free!" deal for quite a while. It's very obnoxious and I wish they'd stop it. It's like the poor concessionists have an axe hanging over their head motivating them to recite that "Would you like a combo today?" line before the customer can get a word out of their mouth. I rarely succumb to upselling, but last movie I saw (Mystic River) I was very thirsty for whatever reason and I wanted a bottle of water. I asked for a small. "For 25 cents more you can get a large!". Now the small = 20 oz, and the large = 33.8 oz. That seemed like a no-brainer, so I larged it. (Let's not go into a discussion of the actual selling price though, ok? )  |  IP: Logged Daniel Fuentz Expert Film Handler Posts: 230 From: Fresno, CA, USA Registered: Apr 2003 posted 10-25-2003 02:11 AM                     quote: BTW, did anybody else see the MAD TV skit with Ms. Swan at the concessions counter at the movies? Hilarious!!! Now that was a CLASSIC sketch! (In Ms. Swan voice) "You lie to Miss Swan. You say everything on this shelf one dollar!"  |  IP: Logged Daniel Wright Expert Film Handler Posts: 163 From: Okmulgee, Ok , USA Registered: Oct 2003 posted 10-29-2003 07:15 AM                     I stopped buying concessions at the movies long ago. I agree with what some members of the forum have said here $5.00 for popcorn is just too much. The AMC 20 in Tulsa, Ok had a good way to boost drink sales. I am not sure if they are still doing it but one day a week the small bags of popcorn were free. Of course if you munch down a bag of salty popcorn you are going to be thirsty and want a drink.  |  IP: Logged Scott D. Neff Theatre Dork Posts: 919 From: San Francisco, CA Registered: Oct 1999 posted 10-29-2003 11:37 AM                        I'm scared by over enthusiastic employees. I used to be the one employee at UA that would have fun saying "Welcome to United Artists" before every transaction, but the guy at Taco Bell yesterday... yikes! I don't think Taco Bell is a good place to suggestive sell. Especially when you go in and order enough food to feed an army, do they really need to say "Would you like a Mexican Pizza tonight?" I actually stared him straight in the face and said "Dude... don't you think that's enough food???" And for those who know me... I'm not one to say DUDE easily.  |  IP: Logged Brad Miller Administrator Posts: 17775 From: Plano, TX (36.2 miles NW of Rockwall) Registered: May 99 posted 10-29-2003 12:08 PM                     You said DUDE??? Oh my!  |  IP: Logged Chris Trainor Expert Film Handler Posts: 161 From: Greenville, RI, USA Registered: Jun 99 posted 10-29-2003 12:33 PM                        Daniel, we used to do the same thing at the Limelight. Monday's and Tuesdays you got a free small popcorn (or half off other sizes) with admission. Worked well, everyone of course bought a drink. (well there were always a few exceptions, and generally we'd find more beer bottles those nights. heh) --Chris  |  IP: Logged Jim Bedford Jedi Master Film Handler Posts: 597 From: Telluride, CO, USA (733 mi. WNW of Rockwall, TX but it seems much, much longer) Registered: Jun 99 posted 10-29-2003 04:49 PM                        How about downselling that is upselling??? Our individual adult tickets are $7, but you can buy a 10 use pass (that is transferable or can be used to get you and nine friends in to one show if you want) for $50. Wotta deal! I am constantly astounded when we tell someone about this who wants six tickets and they simply don't understand or don't want to, and fork over $42 when for $8 more they can get four more tickets. Go figure. I think this points out a downside to upselling: You can lead a customer to a larger Coke, but you can't make them drink, but you might piss them off by asking. Go figure.  |  IP: Logged Andrew McCrea Jedi Master Film Handler Posts: 645 From: Winnipeg, Manitoba, Canada Registered: Nov 2000 posted 01-03-2004 11:32 PM                        I really agree with Gracia and Eric (Hooper). Except, when its done wrong, it can piss me off. I went to Staples and bought a large notebook and a box of ballpoint pens, and like always, i was asked if I was interested in purchasing an individual ball point pn with 'cool' designs on it, etc. WHY WOULD I WANT TO BUY ONE PEN FOR 1.39, When a box of 12 is costing me $4.69? Seriously!  |  IP: Logged Randy Stankey Film God Posts: 6539 From: Erie, Pennsylvania Registered: Jun 99 posted 01-04-2004 11:49 AM                     quote: Jim Bedford: I am constantly astounded when we tell someone about this who wants six tickets and they simply don't understand or don't want to, and fork over $42 when for $8 more they can get four more tickets. Go figure. I sorta' understand the customer in a case like this because they only wanted SIX tickets and they don't forsee the time when they'll use the other four. However, if they could be made to understand that the NEXT time they want to see a movie they'll have four FREE (almost free) tickets! Now, when they come to the movies again they'll have more money in their pockets to spend on popcorn! For the customer the deal is, "Pay a few extra bucks now and get (virtually) free popcorn later." For the theater the deal is, "Transfer some of the customer's money from the Box Office where we don't get to keep all the money to the Concession Stand where we get to keep ALL of the profit." Everybody wins! The trick is figuring out a way to explain that to the customer in the short period of time they are at the window so that they understand.  |  IP: Logged Thomas Procyk Phenomenal Film Handler Posts: 1842 From: Royal Palm Beach, FL, USA Registered: Feb 2002 posted 01-05-2004 09:44 AM                     quote: the service goes down the tubes and it just becomes an assembly line type cashier position. Welcome to the world of Corporate Multiplexes run by non-entertainment companies! Numbers are all that matter because customer service can't be measured except when customers complain and if they don't complain that means there's no problem. Period! I agree with Randy. I've had it happen a couple of times where I would order a medium popcorn and drink and would be harassed. "Would you like to upsize to a large?" (no indication of the increase in price -- the popcorn would be $1.50 more) to which I say, "No thanks." And they PERSIST! "Aww, come on, you KNOW you want it!" That's what incentive programs do to concessionists. It went on as I refused repeatedly. He finally said, "Okay, whatever." Yeah whatever indeed. But here's the kicker: I also got some candy, and it came again: "You know, if you add another medium drink, you could make this a combo..." I don't think the idiot realized I was ONE PERSON. I told him to shut up and complete my transaction so I can leave. =TMP=  |  IP: Logged Charles Everett Phenomenal Film Handler Posts: 1470 From: New Jersey Registered: May 2001 posted 01-07-2004 11:54 AM                     Thomas must have seen the latest "Coca-Cola Refreshing Filmmaker" spot. The wiseguy in the concession stand tells the poor harried moviegoer, "You want a LARGE Coke! AMC doesn't believe in upselling. That's another way to "Experience the Difference!"  |  IP: Logged

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