How C-Store Managers Get More Upselling

Upselling in C-Stores – Leaving the Comfort Zone

The biggest obstacle to consistent upselling is cashier reluctance or discomfort. Store managers consistently state that upselling works when done well. Many, however, argue that getting consistent upselling from cashiers is not an easy task.

Just like most things building a habit takes time and practice. Managers must be consistent with expectations and make sure the staff know how to do it. Once trained, however, the job of the manager is to ensure it is done.

Many argue that having a tool to measure upselling is a key. Such a tool can measure the results of upselling by looking at:

  1. Average Sale
  2. Sales of Promotional Items
  3. Sales with Multiple Items
  4. Sales with Discounts
  5. Customer Traffic – Upselling a Return Trip
  6. Total Sales

Getting over reluctance is an important part of training and practice. Most managers will agree that if you know a customer well, you will know how to upsell. For some, it is just having their regular item available or calling them by name. For others, they may just be too rushed or distracted to bother. Sometimes, a friendly smile is all you can do.

Despite all the valid reasons to hold back on an offer, there are so many valid reasons to provide an upsell. Making sure the customer knows you care and want their business is important. Making them feel respected and valued is critical.

Managers that drive upselling lead by example and show their staff with patience how to do it. There are some easy things that make upselling a little less stressful. For example, saving a customer money or offering a free item with the purchase can seem much less uncomfortable for a new cashier. Based on store manager feedback, here is a list of tips they suggest makes it easier for even the most reluctant c-store cashier to have success with upselling.

The Tips – How C-Store Managers Get More Upselling:

  1. Implement Cigarette Multipack and Loyalty Discounts
  2. Provide Promotions
  3. Include Healthy Snack Choices
  4. Have Dispenser Toppers To Drive Traffic Inside
  5. Provide Good Food Options
  6. Make Sure Bathrooms Are Clean and Refurbished
  7. Family Owners Should Visit Stores and Meet Staff

Reducing the Stress of Up-Selling

Having pride in your company and its offerings makes upselling an easier ‘ask’. Making it a team effort and using results to acknowledge (and sometimes reward) good efforts reinforces the desired behavior. Feeling part of the team and respected improves morale and makes a tough task just a little bit easier.

The best operators measure success. The big winners know accountability to expectations are key. The managers with low turnover and high sales master the delivery of training and oversight with patient persistence. They work with their supervision to provide the environment for successful C-Store Upselling.

Related Information – C-Store Operations Assessment

If you work on things like up-selling, you probably care a lot about C-Store Operations and Performance. Take a free assessment of your C-Store operations. You will receive a written summary along with ideas to try to make operations a little better: Rate Yourself – C-Store Performance Assessment.

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Controlling Labor Hours to Match C-Store Sales

Control Your C-Store Operations

One of the most challenging jobs is getting the labor allocation to match sales in a C-Store. There are many things that are important to control in a C-Store. Getting the labor right is a key to ensure you have good operations with the labor costs that match the store sales when they happen. Too much – you hurt profits, too little – you risk bad service and lost sales.

Many companies are starting to use their sales data to align the hours to the sales that occur. There is always need for cleaning and stocking, but working the hours to match traffic allows the store to have the necessary staffing and keep the hours on track to hit performance goals. There are only so many hours available so it is key to assign them at the right time.

There are a few things that help when using sales to determine the labor hours:

  1. total sales and customers by hour
  2. same day comparison for several weeks to see trends
  3. day of week compared to other days
  4. average sale, discounts, loyalty
  5. inside versus outside traffic

Allocating Labor Hours in Your C-Store

With a good understanding of historical sales by the day of week and broken down by hour, labor can be scheduled to match the busy times. There are times when the registers will be the most busy and times when other tasks must be done. Together, a manager can utilize the hours to match the operational needs with the store sales.

Related Information – C-Store Operations Assessment

You may want to take an assessment of your C-Store operations It provides a written summary along with ideas for new things to consider: C-Store Performance Assessment.

Learn More