The Power of the Subtle Upsell
When was the last time you asked your customer if they wanted something extra?
It might sound like a simple question, but behind those few words lies one of the most powerful profit-generating tactics in business, the subtle upsell.
Let's think about the famous phrase, “Would you like fries with that?”
A question so small, yet it transformed McDonald’s into a global revenue driving machine. Without launching a new product. Without hiring extra staff. Without a major advertising campaign. That’s the beauty of the subtle upsell, it doesn’t rely on big budgets or flashy marketing, it’s about creating opportunities where your customers are already engaged. And for franchises and growing businesses, mastering this approach can be the difference between steady sales and scalable success.
What Is a Subtle Upsell and Why Does It Work?
Upselling is often misunderstood. Many think it’s about pushing customers into spending more, but in reality, effective upselling is about enhancing the customer experience. It’s offering something relevant, timely, and valuable that naturally complements what they’re already buying.
When done right, it doesn’t feel salesy; it feels helpful. The result?
Increased average transaction value
Better customer satisfaction
Stronger brand perception
McDonald’s iconic “fries” question is the perfect example. It’s effortless, logical, and perfectly aligned with the customer’s intent, turning a small, casual question into billions of extra revenue.
Why Every Franchise Needs a ‘Would you like fries with that?’ Moment
Franchises often focus on large-scale marketing national campaigns, seasonal promotions, or flashy product launches. Yet, the gold often sits quietly at the point of sale. Every single customer interaction is a chance to add value, build loyalty, and increase profit.
Picture this:
A parent walks into The Athlete’s Foot to buy school shoes for their child. The sales assistant then asks,
“Does anyone else in your family need new shoes?”
That single, well-timed question could double the sale without any additional advertising, no new product lines, and no added staff hours.
That’s the power of the subtle upsell.
Other examples are everywhere:
A café asking, “Would you like a pastry with that coffee?”
A salon suggesting, “Would you like a treatment to go with that cut?”
A fitness studio offering, “Would you like to add a personal training session to your membership?”
Each is small, relevant, and feels natural yet collectively, they build consistent and sustainable growth.
The Secret to Effective Upselling: Relevance and Authenticity
The best upsells don’t just increase the sale, they reinforce your brand promise. McDonald’s upsell works because fries make sense. They complement the meal.
The Athlete’s Foot example works because it genuinely helps busy parents save time. Upselling should never feel manipulative. It should add value, improve the experience, and align with what your customer already wants.
And the real key? Training your team.
A confident, well-prepared team member can deliver an upsell naturally and not as a script, but as part of a genuine conversation.
Investing in that training pays off in consistency, brand trust, and measurable growth.
Empowering Every Location
Franchise success depends on consistency but that doesn’t mean every store needs to sound the same. The trick is to standardise the process while allowing local flexibility. Provide your franchisees and staff with clear examples, scripts, and training materials but give them space to adapt their delivery in ways that feel authentic to their local market. And when something works well? Celebrate it.
Beyond Revenue: The Long-Term Benefits of Upselling
Subtle upselling is about more than short-term gains. It builds a long-term growth mindset within your business.
Here’s what happens when you master it:
·C • Customer lifetime value increases because customers feel more satisfied.
• Staff confidence grows as they see their impact on results.
• Brand consistency improves across all touchpoints.
• Loyalty deepens because customers trust your recommendations.
And best of all, you achieve growth without additional campaigns, staff, or budgets.
Action Steps for Business Owners
If you’re ready to turn this insight into action, here’s where to start:
Audit your customer journey, identify moments where a small add-on feels natural.
Brainstorm three to five subtle upsell ideas that genuinely add value.
Write simple, conversational scripts that staff can easily use.
Train your team and make it part of the culture.
Track performance and adjust regularly.
Even the smallest change in approach can snowball into meaningful growth over time.
Click here if you would like to download Your Subtle Upsell Framework: 5 Rules for Success
Ready to Take the Next Step?
If you want help identifying upsell opportunities or training your team to deliver them naturally, our experts at The Marketing Factory are here to help.
We’ve helped franchises and growing businesses across Australia turn clarity into action and transform everyday interactions into measurable profit.
Book a Discovery Call and let’s uncover your hidden revenue opportunities today.
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