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A Starbucks Barista Asked Me This 1 Simple Question and Using It May Be a Great Way to Boost Your Sales

A Starbucks Barista Asked Me This 1 Simple Question and Using It May Be a Great Way to Boost Your Sales

Chances are, you've ordered food from a drive thru before. Whether it was Starbucks or any other chain, they likely followed up your order with

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Chances are, you’ve ordered food from a drive thru before. Whether it was Starbucks or any other chain, they likely followed up your order with the same basic question: “Is that everything?” or perhaps, “Anything else?”

Your brain is prepared for this question. It knows how to answer before it is even asked, which means asking either of those common questions will not encourage the customer to buy anything else. Of course, that is the goal of asking questions like this in the first place, but most businesses have accepted this is what you ask because this is the way everyone has always done it. But what if you reframed the question altogether?

That simple reframe is why I was completely unprepared for the genius question I was asked by the barista at Starbucks the other day. Instead of the old standard, after I ordered my chai tea latte she said: 

“What else sounds delicious today?”

Isn’t it amazing how differently your brain wants to respond to that? My first inclination was to say, “Well, a marshmallow dream bar does sound amazing!”

This starts a conversation and a much easier opportunity for an upsell. The barista could respond with, “Ooh, great choice! Would you like me to add that to your order?” or “I love those! Enjoy it a little extra for me, ok?”

While this tactic does not guarantee every customer will buy an extra treat, it is much more likely to convert than the tired, old “Anything else?”

How to Use This for Everyday Sales

This flip of the frame can be applied to any business–not just those with tempting sugary treats. Here are some examples to get your creativity flowing:

In a retail environment instead of saying, “Is there anything I can help you find?” to which the standard response is, “I’m just looking.” You could ask, “What would you be excited to find today?” or “What are you on the hunt for this afternoon?”

At a networking event, instead of asking “What do you do?” You could ask, “What is the best thing a client has ever said after working with you?” 

Instead of saying “Did you find everything ok?” at the grocery store (to which everyone pretty much says yes regardless of their true feelings) you could ask, “Was everything where you expected it to be?” or “Is there anything you weren’t able to check off your list yet?”

Whatever your reframed quetsion, remember the intent is to open up a dialogue and rapport which can increase customer satisfaction and increase sales. How can you shift experiences with a simple flip of the frame?

The opinions expressed here by Inc.com columnists are their own, not those of Inc.com.

This article is from Inc.com

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