The Psychology Behind Upselling

Upselling is a well-known trick in the hospitality playbook, but let's be honest—not every business nails it. You tell your staff to suggest extras, but between juggling orders and dealing with demanding customers, upselling often falls by the wayside. Enter digital upselling: the digital, data-driven assistant that never forgets to nudge customers toward that extra side of fries or a premium drink upgrade.

Modern ordering software is like a sales ninja—it silently analyzes heaps of data, from the weather and time of day to what's already in the customer's cart. With all this intel, it serves up the most relevant upsell suggestions at the perfect moment.

Unlike human staff, digital upselling is:

Consistent: It never gets tired, distracted, or forgetful.

Personalized: It speaks the customer's language, literally.

Strategic: It prioritizes high-margin and fast-prep items to boost profits.

AI-powered upselling isn't just about throwing random add-ons at customers. It taps into powerful psychological triggers to make those extra sales feel like no-brainers.

Ever noticed how a "medium" drink suddenly looks like the best deal when a slightly more expensive "large" is next to it? That's the decoy effect at work. Digital upselling can use fine-tuned pricing and product placement to steer customers toward the most profitable option without them even realizing it.

People love to follow the crowd, especially when they're unsure about what to order. That's why AI-powered ordering systems use nudges like:

"Customers who bought this also loved…" "Most popular choice today!" "Best-selling combo!"

By reassuring customers that they're making a great choice, social proof makes those extra purchases feel effortless.

No one wants to miss out. Digital upselling taps into FOMO (Fear Of Missing Out) by flashing messages like:

"Only available this week!" "Last few left—order now!" "Exclusive weekend special!"

A little urgency goes a long way in nudging customers to act fast.

A juicy burger dripping with cheese will always outsell a plain text description. AI-powered systems strengthen every upsell suggestion with mouth-watering images, making it nearly impossible to resist adding that extra treat.

Upselling doesn't have to be aggressive. The best strategies seamlessly weave it into the ordering experience:

Shopping cart page: A simple "Customers also bought…" section can work wonders. The system can analyze whether drinks or food are present in the basket. If not: "How about a refreshing drink with that order?"

Product pages: Suggesting that a product pairs well with a certain wine or drink works brilliantly. Did you know the best item to sell with coffee is water? No one wants a brown-glazed smile.

Category-specific highlights: When browsing snacks, highlight the highest-margin, quickest-to-prepare items.

Let's talk numbers. Studies show that well-executed upselling can increase revenue by 10-30% per transaction. If your restaurant makes €500,000 annually, just a 20% increase in average order value means an extra €100,000 per year—all without hiring extra staff or making major changes. Sounds like a no-brainer, right?

Digital upselling isn't just a fancy add-on—it's a revenue-boosting machine. By tapping into psychological triggers, automating smart suggestions, and making it easy for customers to say "yes," you can turn subtle nudges into serious profits.

For restaurant owners looking to maximize every order, investing in AI-driven upselling is one of the smartest moves you can make. More sales, happier customers, and no extra effort? That's a winning recipe!