In airport retail and services locations, it is imperative to not only serve your passengers well, but also to take full advantage of the super busy times to maximize sales and profits.
Those who work in or serve the airport environment are very familiar with the cyclical nature of passenger flow. Depending on enplanement schedules, retailers, services, TSA, etc. can be super busy or waiting for passengers to come their way.
Upselling is one of the most effective means to improve the bottom line; reaping rewards for the business, its employees and the airport.
Through our extensive experience in airport retail training and consulting with frontline employees, supervisors, and managers of airport concessions programs, we have identified these top 3 reasons why employees don’t upsell:
In this blog, we explore the 3rd reason: the behavior not being an expectation, and the steps you can take to make it an expectation among your staff.
In order to make upselling or any other behavior an expectation, follow these steps in conjunction with airport retail training:
You will find, when you follow the steps above, that upselling will first be fun and then develop into a contest and finally a habit and expectation. Soon, your employees, business, terminal, and/or airport will reap the rewards. Congratulations!