Simple Upsells That Work on Delivery Tickets

Upselling gets a bad rap, but when done right, it's a win-win for both you and your customers. Strategic upsells can increase your average delivery ticket by 15-25% while providing genuine value to customers. Here's how to do it effectively.

Why Upselling Works for Delivery

The Psychology of Delivery Orders

Delivery customers are already in a "convenience mindset":

They're ordering for convenience: Already paying for delivery

They're hungry: More likely to add items

They're planning ahead: Often ordering for multiple people

They want the full experience: Don't want to miss anything

The Math Behind Upselling

A 20% increase in average order value can dramatically impact your bottom line:

Before upsells: $20 average order

After upsells: $24 average order

100 orders per day: $400 additional daily revenue

Monthly impact: $12,000 additional revenue

Strategic Upsell Categories

1. The "Complete Meal" Upsell

The concept: Help customers create a complete dining experience.

Examples:

"Add a drink to complete your meal"

"Don't forget the breadsticks with your pizza"

"Complete your meal with our famous dessert"

Implementation:

Train staff to suggest complementary items

Use suggestive language: "Would you like to add..."

Offer value: "Add fries for just $2.99"

2. The "Sharing" Upsell

The concept: Suggest items that enhance group dining.

Examples:

"Add wings to share with your pizza"

"Perfect for sharing: our family-size appetizer"

"Don't forget extra napkins and utensils"

Implementation:

Identify orders for multiple people

Suggest shareable items

Emphasize value for groups

3. The "Convenience" Upsell

The concept: Add items that make the delivery experience better.

Examples:

"Add extra condiments for just $0.99"

"Include plastic utensils for $0.50"

"Add a side salad to balance your meal"

Implementation:

Focus on items that improve convenience

Keep prices low for add-ons

Emphasize the convenience factor

4. The "Premium" Upsell

The concept: Offer premium versions of items they're already ordering.

Examples:

"Upgrade to large fries for just $1.50"

"Add premium toppings for $2.99"

"Try our signature sauce for $0.99"

Implementation:

Suggest upgrades to items already in cart

Emphasize the premium quality

Keep upgrade costs reasonable

Technology-Driven Upsell Strategies

1. Point-of-Sale Prompts

Automated suggestions:

"Customers who ordered this also added..."

"Complete your meal with..."

"Don't forget the..."

Implementation:

Program your POS with upsell prompts

Train staff to read and suggest prompts

Track which prompts work best

2. Online Ordering Upsells

Website and app features:

"Frequently ordered together" suggestions

"Complete your meal" prompts

"Add to your order" buttons

"You might also like" recommendations

Implementation:

Design your online menu with upsell opportunities

Use customer data to suggest relevant items

Make adding items easy and intuitive

3. Text Message Upsells

Pre-delivery messages:

"Your order is being prepared. Add a dessert for just $3.99"

"Don't forget drinks! Add a 2-liter for $2.99"

"Upgrade to large size for just $1.50"

Implementation:

Send upsell messages during order preparation

Keep offers time-sensitive and relevant

Make it easy to add items via text

Menu Engineering for Upsells

1. Strategic Menu Placement

High-margin items placement:

Place high-margin items near popular choices

Use "Chef's Special" or "Most Popular" designations

Group complementary items together

Example menu layout: ``` Pizza Section:

Pepperoni Pizza $12.99

Add extra cheese $1.99 ← High-margin upsell

Garlic bread $3.99 ← Complementary item

```

2. Bundle Pricing

Create irresistible combinations:

Pizza + Wings + Drink: $24.99 (vs. $31.97 separately)

Burger + Fries + Drink: $16.99 (vs. $21.97 separately)

Family Meal: 2 pizzas + wings + breadsticks: $39.99

Implementation:

Design bundles that save customers money

Ensure bundles are profitable for you

Make bundles easy to find and order

3. Add-On Menus

Dedicated add-on sections:

"Complete Your Meal" section

"Extras and Sides" section

"Drinks and Desserts" section

Implementation:

Create clear add-on categories

Use appealing photos and descriptions

Keep add-on prices reasonable

Staff Training for Upselling

1. The Right Approach

Train staff to:

Ask open-ended questions: "What else can I get you?"

Use suggestive language: "Would you like to add..."

Offer specific suggestions: "Our garlic bread is perfect with pizza"

Be helpful, not pushy

2. Timing and Context

When to upsell:

After taking the main order

When customers seem indecisive

For large orders or group orders

When customers ask for recommendations

3. Value-Focused Language

Effective phrases:

"For just $2.99 more..."

"Most customers add..."

"Perfect for sharing..."

"Completes your meal..."

Real-World Success Stories

Case Study 1: Pizza Restaurant in Texas

Before upsell training:

Average order value: $18.50

Upsell success rate: 8%

Staff confidence: Low

After upsell training:

Average order value: $22.75 (23% increase)

Upsell success rate: 32%

Staff confidence: High

Key changes:

Trained staff on suggestive selling

Added upsell prompts to POS system

Created bundle deals

Rewarded staff for upsell success

Case Study 2: Burger Restaurant in California

Before upsell strategy:

Average order value: $15.25

Drink attachment rate: 45%

Side attachment rate: 25%

After upsell strategy:

Average order value: $19.80 (30% increase)

Drink attachment rate: 78%

Side attachment rate: 52%

Key changes:

Implemented "complete meal" prompts

Created value bundles

Added premium upgrade options

Trained staff on timing and approach

Common Upsell Mistakes to Avoid

1. Being Too Aggressive

Don't:

Push items customers don't want

Suggest expensive items without value

Upsell every single order

Ignore customer resistance

Do:

Listen to customer preferences

Offer genuine value

Be helpful, not pushy

Respect when customers say no

2. Poor Timing

Don't:

Upsell before taking the main order

Suggest items that don't make sense

Ignore the context of the order

Do:

Take the main order first

Suggest relevant items

Consider the order context

3. Ignoring Customer Data

Don't:

Suggest items customers never order

Ignore popular combinations

Miss seasonal opportunities

Do:

Use customer ordering data

Suggest popular combinations

Offer seasonal items

Measuring Upsell Success

Key Metrics to Track

Average order value: Target 15-25% increase

Upsell success rate: Percentage of orders with add-ons

Most successful upsells: Which items sell best

Staff performance: Individual upsell success rates

Customer satisfaction: Ensure upsells don't hurt ratings

Weekly Review Questions

What was our average order value this week?

Which upsells were most successful?

How did customers respond to upsell attempts?

What can we improve next week?

Implementation Checklist

Week 1: Strategy Development

[ ] Identify high-margin items for upsells

[ ] Design bundle deals

[ ] Create upsell scripts

[ ] Plan menu layout changes

Week 2: Staff Training

[ ] Train staff on upsell techniques

[ ] Practice upsell scenarios

[ ] Set upsell goals

[ ] Create incentive program

Week 3: Implementation

[ ] Update menu with upsell opportunities

[ ] Program POS with upsell prompts

[ ] Launch bundle deals

[ ] Monitor initial results

Week 4: Optimization

[ ] Analyze upsell performance

[ ] Adjust strategies based on data

[ ] Refine staff training

[ ] Scale successful approaches

The Bottom Line

Strategic upselling is about providing value to customers while increasing your profits. The key is being helpful, not pushy, and offering genuine value that enhances the customer experience.

Start with simple upsells, train your staff properly, and measure the results. Focus on creating win-win situations where customers get value and you increase profits.

Remember, the goal isn't to squeeze every dollar from customers—it's to help them have a better dining experience while improving your bottom line.

Want Higher Delivery Profit?

Book a quick call. We'll show you the simple changes that move the needle.