On-Site Interviews + Personas:

Field interviews revealed three distinct learner personas:

Newbie

• Just trying to get through the shift

• Doesn’t see the value in upselling

• Unsure how to phrase an upsell

Novice

• Upsells when convenient

• Doesn’t want to feel “pushy”

• Knows what to do, unsure when to do it

Expert

• Upsells naturally and confidently

• Understands guest cues

• Highly motivated by increased earning
  

  These personas drove scenario design, pacing, and the coaching voice inside the course.

Gap & Barrier Analysis:

Using a structured gap analysis framework, I identified barriers across:

• Knowledge

• Skills

• Environmental constraints

• Motivation

The overwhelming blocker was motivation. Here are some direct quotes from Servers:

“It doesn’t really make a difference for me.”

“It’s too much work for not enough money.”

Motivational Framing, “What’s in It for Me?”:

During the needs analysis, it became clear that motivation, not knowledge or skill, was the primary barrier to upselling. Servers consistently expressed that they didn’t see a meaningful personal benefit.

To address this head-on, I opened the course with a bold, direct question:

“Do you want to make more money?”

This line serves two crucial purposes:

1. It immediately hooks the learner, disrupting expectations and grabbing attention within the first few seconds.

2. It answers an important question in adult learning: What’s in it for me?

After establishing this hook, the course later presents real IHOP earnings data showing that servers who upsell consistently can make around $225 more per week in tips. This number reframes upselling from a corporate mandate into a personal benefit.

Action Map:

I created a full action map to define:

• The exact behaviors servers must perform during a shift

• The decisions they must make to upsell naturally

• The real obstacles that interrupt these behaviors

• What practice scenarios are required to build fluency

This ensured the course drove desirable behaviors in our servers and not just an information dump.

Branching Dialogues:

I built branching conversations that modeled:

• Guest reactions

• Timing and phrasing

• Emotional tone shifts

• Missed vs. successful upsell opportunities

• Natural conversation flow

• Tiered outcomes (great / good / poor interaction)

I partnered closely with specific SMEs:

• Expert IHOP field trainers, and

• Veteran servers from multiple Southern California restaurants

Their lived experience was invaluable in shaping:

• Authentic guest refusal lines

• Realistic pacing of service interactions

• How servers recover from a “no”

• The specific phrasing that actually works in IHOP restaurants

• The nuances between “confident” and “pushy” upselling

The Solution:

Learners step into the shoes of a new IHOP server, guided by two narrative characters:

Manny, The Supportive Manager

Teaches technique, structure, warmth, and confidence.

Cary, The Caustic Colleague

Cary is a seasoned IHOP server who believes upselling “isn’t worth the trouble.” He represents the real-world resistance many stores face.

Cary’s Transformation:

1. He starts skeptical, doubting the value of upselling and dismissing Manny’s enthusiasm.

2. He challenges the learner, voicing objections servers often say in real life (“Guests don’t want to be bothered,” “It doesn’t change my tips,” etc.).

3. He observes the learner’s progress, reacting to their successful or unsuccessful upsells.

4. He becomes curious, especially after seeing the learner apply effective strategies confidently.

5. He begins to shift, acknowledging that upselling might be easier and more natural than he thought.

6. By the end of the course, Cary’s tone becomes supportive — he admits he’s learned from the learner and may start upselling again himself.

This gradual transformation is emotionally rewarding and reinforces the core learning message:

Upselling is valuable, doable, and worth your time.

It also gives learners a sense of accomplishment by “winning over” someone more experienced — a powerful motivator in behavior-change design.

Course Structure (4 Modules):

1. Intro to Upselling

Learners meet Manny and Cary, explore why upselling matters, and see how much money they could earn.

2. Let’s Upsell!

Manny teaches:

• Warm greetings

• Positive body language

• Effective recommendation phrasing

• Closing with confidence

3. Leading by Example

Cary attempts a poorly executed upsell.
Learners coach him using IHOP standards — another moment where Cary visibly shifts.

4. Practice Makes Profit

Learners practice with three key IHOP guest types:

1. Exact Guest

2. Friendly Guest

3. Fast Guest

Each path requires varying timing, recommendations, and conversational finesse.

Pilot Results (Q4 2025 – 40 SoCal Restaurants):

+15% Attach Rate

Servers made more consistent recommendations and menu enhancements.

+12% Average Tip Increase

Motivational framing and realistic practice directly influenced earnings.

Managers also reported:

• Higher overall server confidence

• More natural interactions with guests

• Positive buzz around Manny & Cary

  • “Don’t be a Cary”

• Veteran staff re-engaging with upselling