Do you know about upsell and cross-sell, and how they work? When it comes to growing your business, getting more customers through the door is great, but you know what’s even better? Getting your existing customers to spend just a bit more each time they visit. That’s where upselling and cross-selling come in. These two little sales tricks might sound like corporate jargon, but when done right (and with a bit of Aussie charm), they’re powerful ways to boost your average check size without being pushy or salesy.
In this blog, we’ll take you through practical, proven upselling and cross-selling techniques tailored for Aussie hospitality and retail businesses. Whether you run a café in Carlton, a boutique in Bondi, or a family restaurant in Fitzroy, these tips will help you nudge your customers towards that little bit extra, without them even realising it.
Before we dive in, let’s clear the air.
They both serve the same purpose: increasing the overall spend per customer. And when done naturally, it feels more like helpful advice than a sales pitch.
Because the numbers don’t lie. According to multiple studies, increasing customer retention and boosting individual transaction value is far more cost-effective than chasing new customers. And let’s be honest, we Aussies love good value, not a hard sell.
Done right, these techniques:
So, how do you make it part of your everyday operations? Let’s get into it.
First things first: your staff should never sound like a script-reading robot. Instead, teach them to offer suggestions based on what the customer’s already getting. For example:
The goal is to suggest things that feel thoughtful, timely, and relevant. That’s what makes customers say yes.
Where you place items on your menu or shelves matters. Place high-margin upsell items next to the popular staples.
For cafés and restaurants:
For retail:
POS systems can help track which combos work best—more on that in a moment.
Timing is everything. The best moment to upsell or cross-sell is when the customer is already in a buying mindset, not when they’re walking out the door.
Keep it casual, keep it friendly, and most importantly, don’t overdo it.
Words can make a world of difference. Instead of saying, “Do you want chips with that?”, say:
“Our hand-cut chips are seasoned with rosemary salt and served with house aioli—keen to add a serve?”
It paints a picture. It’s tasty. And it feels like something they should get, not something being sold to them.
Combos and bundles feel like a good deal and make up-selling easy. Offer set deals like:
People are much more likely to spend when they feel like they’re getting more bang for their buck.
Here’s where tech helps you out.
A modern POS system can track what items are selling well, which combos get picked most often, and what time of day different products move best. This helps you identify the best items to push as upsells or cross-sells. It can also train new staff to make the right suggestions based on trends.
Most of the Australian POS, for example, lets you build product modifiers, custom combos, and even apply discounts automatically at checkout, so staff don’t forget, and customers get a seamless offer every time.
Upselling can tie in beautifully with loyalty programs. For instance:
It’s all about making your customer feel rewarded for spending more.
Too much choice can backfire. Keep your upsell and cross-sell options clear and focused. You’re not offering everything, just the right thing.
Instead of:
“Would you like any dessert today? We have brownies, cheesecake, tiramisu, panna cotta…”
Try:
“The warm brownie’s been a real crowd-pleaser this week—should I put one through for you?”
Simple. Tasty. Effective.
Create a bit of friendly competition or a reward system for your team. Recognise those who consistently upsell with subtlety and charm. It’s not just about selling—it’s about understanding customers and offering great service.
You can track performance using your POS reports or shift feedback. Make it fun. Maybe a free coffee or a movie voucher goes to the week’s best upseller!
Upselling and cross-selling aren’t about squeezing your customers dry. They’re about adding value, making their experience better, and giving them more of what they already enjoy. When done with a smile and backed by clever tools like a good POS system, it becomes second nature.
Start small. Train your team. Track what works. And most importantly, make it authentic.
Because in Australia, no one wants to feel like they’re being “sold to”—but we’re always up for a good offer with a bit of charm on the side.
