Mastering Upselling & Cross-Selling with Self-Serve Kiosks in Restaurants
Introduction:
Picture this: ordering food at restaurants using self-serve kiosks has become as commonplace as withdrawing money from ATMs. Self-serve kiosks have transformed the food industry, offering a myriad of benefits that go beyond mere convenience. From streamlining cash counters to enhancing customer experiences and gathering invaluable data, these technological marvels have reshaped the dining landscape in India.
Let’s dive into some fascinating research that underscores the power of self-serve kiosks in the restaurant industry. According to a 2019 consumer survey sponsored by Tillster, a leading restaurant kiosk provider, over 65% of customers expressed a greater willingness to visit a restaurant if self-service kiosks were available. Furthermore, the survey revealed that when the cashier line reaches four people, customers prefer to order from kiosks. Even when the lines are equal, 30% of customers opt for the convenience of self-serve kiosks.
Now, let’s explore some compelling statistics that demonstrate the impact self-serve kiosks can have on restaurant revenue:
1. An Oracle study found that restaurants using self-service kiosks can increase their revenue by up to 15%.
2. Technomic’s research discovered that restaurants leveraging self-serve kiosks can witness an average check size increase of up to 10%.
3. According to the National Restaurant Association, a staggering 70% of restaurant guests are more likely to return to establishments equipped with self-service kiosks.
Upselling and Cross-Selling: Unleashing QSR’s Potential:
Upselling and cross-selling are potent strategies that can significantly boost your restaurant’s revenue. Upselling involves persuading customers to purchase higher-priced items than what they initially considered, such as enticing them to upgrade their whiskey to a premium scotch. On the other hand, cross-selling encourages customers to add complementary items to their orders, like starting a meal with a delicious soup or ending it with a tempting dessert.
These techniques, when implemented tactfully, can work wonders for your bottom line. The key lies in striking a delicate balance, ensuring that your upselling and cross-selling efforts feel natural and non-intrusive.
Harnessing the Power of Self-Serve Kiosks for Upselling:
Self-serve kiosks provide the perfect platform to craft a robust upselling strategy for your restaurant. Let’s explore the ways in which these kiosks can contribute to enhancing upselling opportunities:
1. Visual Appeal: Self-serve kiosks can captivate customers with visually enticing images and videos showcasing additional products or services. Think of tantalising food images or enticing visuals that make customers crave those mouthwatering add-ons.
2. Customization and Recommendations: Kiosks can offer customers customization options, allowing them to personalise their orders or purchases. By suggesting suitable recommendations based on their preferences, kiosks can guide customers towards additional items they’re likely to enjoy.
3. Promotions and Special Offers: Self-serve kiosks can be programmed to display promotions and special offers, such as bundle deals, limited-time discounts, or loyalty rewards. By informing customers about these enticing offers, kiosks inspire them to explore complementary items that perfectly complement their chosen product.
4. Add-Ons and Upgrades: Leveraging the power of suggestion, kiosks can present add-on options or upgrades that enhance the customer experience or provide additional functionality. For instance, in the food industry, kiosks can recommend premium toppings, sides, or beverages to enhance the overall meal experience.
5. Interactive Suggestions: Self-serve kiosks can engage customers through interactive features like quizzes, surveys, or product comparisons. These interactive elements not only provide
entertainment but also offer valuable insights into customer preferences, enabling you to refine your upselling strategies further.
6. Order History and Personalization: By utilising customer data and order history, kiosks can personalise upsell suggestions. By analysing past purchases, preferences, and patterns, kiosks can recommend additional items or services that are likely to resonate with the customer, increasing the chances of a successful upsell.
Real-World Examples:
How Aidio GoSelfServe Kiosks Drive Effective Upselling:
Let’s look at a few real-life success stories where Aidio GoSelfServe Kiosks have helped restaurants implement upselling strategies effectively:
1. Rameshwaram Cafe at Rajkumar Road: This popular eatery has embraced GoSelfServe Kiosks and witnessed outstanding results. Customers, faced with an overwhelming menu, now receive personalised suggestions through the kiosks that perfectly match their taste preferences. By seamlessly integrating upselling recommendations, Rameshwaram Cafe has experienced increased order values and improved customer satisfaction.
2. Veena Stores at Malleshwaram: Veena Stores, known for its delectable South Indian delicacies, has harnessed the power of GoSelfServe Kiosks to drive upselling. The kiosks intelligently prompt customers to explore additional menu items that complement their selected dishes. This seamless upselling approach has significantly enhanced the restaurant’s revenue while delivering a delightful dining experience to customers.
3. Big-Bites at Rajarajeshwari Nagar: Big-Bites, with its extensive menu boasting over 650 items, has effectively implemented upselling enabled by GoSelfServe Kiosks. The restaurant effortlessly suggests add-ons and upgrades to customers, ensuring they enjoy a complete and satisfying meal. By leveraging upselling through self-serve kiosks, Big-Bites has witnessed a substantial increase in average order value and customer engagement.
Leveraging Cross-Selling Opportunities with Self-Serve Kiosks:
Restaurants can accelerate their cross-selling strategies by leveraging the power of self-serve kiosks. Here are essential pointers to help your restaurant maximise cross-selling benefits:
1. Intuitive Menu Layout with Clarity: Design a menu layout that is clean, uncluttered, and easy to navigate. Categorise items logically, using clear headings and subheadings. This ensures customers can quickly locate the items they desire while also discovering tempting cross-sell options.
2. Strategic Placement of Cross-Sell Items: Position cross-sell items strategically within the menu layout. Place them near popular or frequently ordered items, catching customers’ attention as they peruse the menu. Utilise visual cues like icons or call-out boxes to draw focus to these cross-sell items.
3. Visual Appeal: Incorporate high-quality images or videos of the cross-sell items, making them visually appealing. By showcasing mouth-watering images of food or enticing visuals of products, you evoke desire and increase the likelihood of successful cross-selling.
4. Personalised Recommendations: Leverage customer data and order history to offer personalised cross-sell recommendations. Based on the customer’s initial selection, suggest complementary items that align with their preferences. This tailored approach enhances the customer’s overall experience and increases the chances of a successful cross-sell.
5. Promote Limited-Time Offers: Create a sense of urgency and entice customers to try cross-sell items by introducing limited-time offers or promotions specifically for these items. By highlighting their exclusivity or time-sensitive nature, you ignite curiosity and motivate customers to explore these additional options.
6. Training Staff on Cross-Selling Strategy: Ensure your staff is well-versed in the cross-sell items promoted through self-serve kiosks. Train them to effectively suggest and communicate cross-sell options when interacting with customers. This synergy between kiosks and staff ensures a cohesive and seamless cross-selling experience.
Real-Life Success Stories:
How Aidio GoSelfServe Kiosks Drive Effective Cross-Selling:
Numerous restaurants have reaped the rewards of effective cross-selling by implementing Aidio GoSelfServe Kiosks. Let’s explore a couple of examples:
1. Rameshwaram Cafe near Orion Mall, Bengaluru: The staff at Rameshwaram Cafe commends how GoSelfServe Kiosks have simplified the process of cross-selling. With bundled offers displayed prominently on the self-serve screen, customers are more likely to explore and embrace additional items that perfectly complement their initial choices. This strategic cross-selling approach has resulted in increased revenue for the cafe.
2. Big-Bites: The management at Big-Bites shares their satisfaction with GoSelfServe Kiosks, highlighting how they have significantly reduced the burden on cash counter personnel. With the kiosks adeptly educating customers about various offers available in the menu, the staff can focus on delivering exceptional service. This collaborative effort between kiosks and staff has successfully driven cross-selling, boosting both customer satisfaction and overall profitability.
Enriching the Customer Experience with Self-Serve Kiosks:
Self-serve kiosks have the power to enrich the customer experience in restaurants in several other ways. Let’s explore some of the remarkable benefits they offer:
1. Reduce Wait Times: During busy hours or peak times, self-serve kiosks can significantly reduce wait times by allowing customers to order and pay for their food without having to wait in line. This streamlined process enhances efficiency and ensures a seamless dining experience.
2. Provide a Personalised Experience: Self-serve kiosks capture valuable customer data, allowing you to personalise the dining experience. By remembering customers’ favourite foods or beverages, kiosks can suggest those items during subsequent visits, making customers feel valued and understood.
3. Hassle-Free Ordering Experience: Self-serve kiosks simplify the ordering process by providing a clear and user-friendly interface. This is especially beneficial for customers who are unfamiliar with the menu or have specific dietary restrictions. By offering a hassle-free ordering experience, kiosks ensure customer satisfaction and encourage repeat visits.
4. Relieve Staff Stress: Self-serve kiosks alleviate the pressure on staff, enabling them to focus on other crucial tasks, such as providing table service or preparing food. This efficient distribution of responsibilities improves the overall customer experience, making the restaurant feel more organised and efficient.
In Conclusion:
Self-serve kiosks, like Aidio GoSelfServe, have revolutionised the restaurant industry. In an era driven by data analytics, these kiosks offer invaluable insights into customer preferences and pain points. By capturing customer data and encouraging strategic upselling and cross-selling, self-serve kiosks empower restaurants to maximise their revenue potential.
Implementing self-serve kiosks allows restaurants to provide a personalised and efficient dining experience, reduce wait times, and relieve staff stress. By seamlessly integrating upselling and cross-selling techniques into the self-serve process, restaurants can enhance customer satisfaction, drive revenue growth, and establish a competitive edge in the industry.
Embrace the power of self-serve kiosks and unlock your restaurant’s revenue potential today!
Reach us here to understand how GoSelfServe kiosks can upgrade your restaurant and help you maximise revenue.