Starbucks Drinks Training Practice Test

Upselling politely means offering value-added options in a way that fits the guest’s preferences and feels like a natural upgrade, not pressure. The best approach is to lightly suggest a larger size or a widely-loved customization. Framing it as a simple enhancement—“Would you like to try this drink in a larger size? It’s our most popular option,” or “Many guests enjoy a little extra flavor with this—would you like vanilla syrup or an extra espresso shot?”—helps the guest feel informed and empowered to decide.

This approach shows you’re attentive to what the guest ordered and that you’re looking to enhance their experience, not push the most expensive item. It builds trust and rapport. In contrast, pushing the priciest upgrade or insisting on it comes across as aggressive and can undermine the guest relationship, and talking about upsells only when asked misses opportunities to tailor the experience from the start.