The Recipe to improve Upselling by 16%

At Galilei Learning, our mission is simple: to transform work by making duties feel like hobbies.

But we didn’t want to be just another company that trains employees to follow manuals on how to serve food—though we can do that, too. Our goal was to clearly understand the unique challenges each restaurant faces so we could focus training where it truly matters.

In one restaurant, the problem might be upselling; in another, reducing waste; in a third, improving customer service, reviews, or all of the above. 

Understanding the Challenge

To uncover what truly needed improvement, I joined the team at Hangry Joe’s, working side by side with employees to experience the operational dynamics firsthand. From there, we analyzed sales trends, customer behaviors, and staffing efficiency to pinpoint key issues.

Kiosk vs. POS Insights: While kiosks achieved higher average ticket sizes (Location 1: $25 vs. POS $21–$23), POS remained the dominant sales channel, handling 59% of Location 2 sales and 54% in Location 1. This highlighted untapped potential for upselling through POS interactions.

Chick-fil-A Benchmarking: Working closely with the owner, we visited Chick-fil-A to learn from their success. Their approach—no kiosks, just well-trained employees engaging with every customer—showed us the importance of personalized service and consistent upselling. This insight reinforced our belief that effective training must align with each restaurant’s unique needs.

The Galilei Approach: Data-Driven and Immersive

• Immersive Learning: By stepping into the operations, we identified key gaps, such as inconsistent upselling techniques and missed customer engagement opportunities during peak hours.
• Data-Driven Insights: Sales data provided a roadmap for prioritizing training. For example:
• Location 2 peak hour (12:00–1:00 PM on Fridays) required extra staffing to maximize upselling.
• Location 1 underperformance in combo sales (35.3% of total sales compared to Location 2 41.7%) pointed to the need for targeted promotions and better POS prompts.
• Custom-Focused Training: Collaborating with the restaurant owner, we tailored training to each location’s specific needs, focusing on upselling in this case while leaving room to address other potential areas like waste reduction or customer service in the future.

But how do we do it?

• Play: We transform outdated manuals—or specific content like upselling—into fun, interactive games that employees actually enjoy. Training becomes engaging, not a chore.

• Apply: Employees immediately apply what they’ve learned on the job, turning knowledge into action that improves operations in real-time. (Upselling)
• Unlock: As employees demonstrate better performance, they unlock meaningful benefits—because better results deserve better perks.

This win-win approach ensures that both employees and businesses thrive, focusing on what creates the most value.

Results: A 16% Sales Boost

The Galilei Pilot Program, launched in October, delivered measurable results:

• Location 1: Achieved a 16% increase in average ticket size, reaching $25.55 in November—the highest of the year.
• Location 2: Achieved a 9% increase in average ticket size, reaching $20.11 in November—the highest of the year.
• Improved Upselling: Employees were equipped with the tools and techniques to consistently recommend combos and add-ons, bridging the gap between kiosk and POS performance.
• Employee Engagement: Gamified training made learning enjoyable, improving staff accuracy and their ability to deliver better customer experiences.

Recognition: A Proven Track Record

Galilei’s innovative approach and ability to drive tangible results earned us a spot among the 0.08% of companies selected by JP Morgan for investment. This recognition underscores our capability to create impactful, scalable solutions that empower businesses to thrive.

Conclusion: Work Meets Play

• Effective training starts with understanding the business: Immersion in operations helps identify specific areas where training can create the most value.
• Upselling success requires human connection: Personalized interactions and well-trained employees are key to driving higher average ticket sizes.
• Gamification drives engagement and results: Transforming manuals into fun, interactive games helps employees unlock rewards and apply learning directly to their roles.
• Targeted training works: The 16% sales boost in Location 1 demonstrates the measurable impact of focusing on specific operational challenges like upselling.
• Recognition validates our approach: Being selected by JP Morgan proves the scalability and effectiveness of Galilei’s methods.

At Galilei, we make learning fun, impactful, and directly tied to business results. When employees love what they do, the entire operation thrives—and the numbers prove it. This is how we turn duties into hobbies, one business at a time. Let’s talk if you want to try the same in your business