Upsell Scripts for Computer Club Admins
Upsell Scripts for Computer Club Admins
Section titled “Upsell Scripts for Computer Club Admins”Upselling is offering a client a higher-value or additional product at the moment they’re already ready to buy. The admin at the front desk is the key upsell touchpoint: the client is topping up, booking a seat, ordering from the bar. In that moment they’re open to suggestions.
Core upsell principle: offer what is genuinely useful to the client, not just a push for more spend. Clients can tell when you’re helping them save (multipass is cheaper than pay-per-session) versus just extracting money. Long-term loyalty matters more than one receipt.
Below are 6 upsell scenarios with step-by-step phrases, typical client responses and counter-phrases. Each scenario has been tested in real IZI-powered clubs.
1. Upsell on Top-Up (client tops up below the bonus threshold)
Section titled “1. Upsell on Top-Up (client tops up below the bonus threshold)”Context: client tops up below the threshold for a bonus (e.g. putting in £8 when the threshold is £10 for +20% in bonuses).
Goal: lift the top-up to the threshold, increase AOV.
Admin:
— Got £8. By the way, if you add from £10 you get +20% in bonuses — that’s another £2 free. Want to make it £10?
Client (option A): Sure, £10.
Admin: Great! So £10 + £2 in bonuses = £12 on your balance. Done 👍
Client (option B): No thanks, £8 is fine.
Admin: No problem. £8 on your balance, you’re good to go 🎮
Key points:
✅ Offer right after the client states their amount — while they’re still in payment mode. Once they’ve handed over the money, the moment is gone.
✅ Show the specific benefit: “another £2 free,” not an abstract “it’ll be worth it.”
✅ Don’t push if they declined. “No problem” and move on. Pressure kills loyalty.
Conversion: roughly 30–40% of clients agree when the threshold is close (£2–3 difference). If the gap is large (client puts in £5, threshold is £20) — conversion under 10%, not worth offering.
2. Selling Multipass to a Regular
Section titled “2. Selling Multipass to a Regular”Context: client visits 3+ times a week, topping up each time. They’d benefit from a multipass (hour package), but don’t know it exists.
Goal: sell multipass, increase retention and prepayment.
Admin:
— I see you’re a regular. Do you know about the monthly multipass? {{hours}} hours for {{multipass_price}} instead of {{regular_price}} if you pay session by session. Saving of {{savings}}.
Client (option A): How does it work?
Admin:
— You buy a package of {{hours}} hours, valid for 30 days. Play whenever you want, hours deduct from the package. Better value than topping up every time. Want to try it?
Client (option B): Not sure I’ll use {{hours}} hours in a month.
Admin:
— We also have a {{hours_small}}-hour package at {{smaller_multipass_price}}. If you come twice a week for {{session_hours}} hours — that’s about right. Want to run the numbers?
Client (option C): It’s a lot to pay upfront.
Admin:
— Understood. You could try a weekly package — {{week_hours}} hours for {{week_multipass_price}}. If it works out, you can get the monthly one next time.
Key points:
✅ Offer only to regulars. A newcomer doesn’t need a multipass — they don’t know yet if they’ll come back.
✅ Show the saving in money, not percentages. “Save £8” is clearer than “15% off.”
✅ Work the “won’t use it” objection. Offer a smaller package or show their actual visit frequency from IZI (“you’ve been here 12 times last month — that’s 36 hours, a 50-hour package fits comfortably”).
✅ “Too much upfront” = offer the weekly package. Low-risk trial for the client.
Conversion: roughly 20–25% of regulars buy multipass on the first offer. Another 15% after 2–3 offers across different visits.
Details: Selling Multipass.
3. Upsell from Standard PC to VIP Zone
Section titled “3. Upsell from Standard PC to VIP Zone”Context: client books a standard PC, but VIP zone is free. Price difference is modest (e.g. +£0.50/hr), but the equipment is noticeably better.
Goal: fill the VIP zone, increase AOV.
Admin:
— Want to try VIP? RTX 4070, 240Hz monitor, mechanical keyboard. Just +{{price_diff}}/hr. Available right now.
Client (option A): Sure, VIP.
Admin: Seat {{vip_seat_number}} is yours. Enjoy! 🎮
Client (option B): What’s the hardware difference?
Admin:
— VIP: RTX 4070 vs 3060 in the standard zone, 240Hz monitor vs 144Hz, mechanical keyboard. If you’re into shooters or want max settings in AAA titles — VIP is noticeably better.
Client (option C): No, standard is fine.
Admin: No problem. Seat {{regular_seat_number}} is ready 👍
Key points:
✅ Only offer when VIP is free. Offering VIP when it’s occupied just creates frustration.
✅ Name the specific hardware upgrade, not a vague “it’s better.” Gamers know the difference between RTX 3060 and 4070.
✅ The price gap must be small (up to 50% of base rate). If VIP is twice the price — conversion drops to 5%.
Conversion: roughly 15–20% of clients upgrade to VIP on the first offer. Higher on weekends and evenings (the client is in “treat yourself” mode).
4. Bar Add-On (drink/snack with the session)
Section titled “4. Bar Add-On (drink/snack with the session)”Context: client is registering for a session or topping up. Natural moment to offer something from the bar.
Goal: increase AOV through the bar.
Admin:
— Getting anything from the bar? Energy drink, snack?
Client (option A): Yes, get me {{drink_name}}.
Admin: {{drink_name}}, £{{price}}. Adding it to your tab 👍
Client (option B): No thanks.
Admin: No worries. Bar’s open if you change your mind 🍕
Client (option C): What do you have?
Admin:
— Energy drinks (Rockstar, Monster), fizzy drinks, crisps, chocolate bars. Here’s the menu [shows price list]. Anything take your fancy?
Key points:
✅ Keep it light and non-pushy. “Getting anything?” is a question, not pressure.
✅ Don’t list the whole menu unless they ask. “Energy drink, snack?” is enough. If they’re interested — show the menu.
✅ Work with impulse purchases. An energy drink before a long session, a snack if the client mentions they’re hungry — natural moments.
Conversion: roughly 25–30% of clients buy something when offered. Without being asked — only 10% approach the bar themselves.
5. Handling the “Too Expensive” Objection
Section titled “5. Handling the “Too Expensive” Objection”Context: client says the rate/multipass/VIP is “too expensive.” Either a real budget constraint, anchoring to another club, or negotiating.
Goal: understand the objection and offer an alternative or justify the value.
Admin:
— Understood. What are you comparing it to? Or is budget tight right now?
Client (option A): It’s cheaper at {{competitor_name}}.
Admin:
— Our hardware is stronger: RTX 4070 vs their 3060, 240Hz monitors. Plus the bar and the atmosphere. If performance matters, you get more value here. Want to try an hour and see the difference?
Client (option B): I just can’t spend that much right now.
Admin:
— Understood. We have a more affordable option: {{budget_option}}. Or you can come during off-peak ({{offpeak_start}} to {{offpeak_end}}) — there’s a {{offpeak_discount}}% discount.
Client (option C): It’s just expensive.
Admin:
— Fair enough. Come back whenever you’re ready — we’d love to have you 👍
Key points:
✅ Don’t argue with the client. “Too expensive” is their perception, not a fact.
✅ Ask why. “What are you comparing it to?” opens the conversation. If comparing to an older-hardware club — you justify the price with equipment. If it’s a budget issue — offer a cheaper option.
✅ Always offer alternatives: off-peak, budget zone, smaller package. Don’t lose the client entirely.
✅ If they won’t say why — don’t push. “Fair enough” and let them go.
Conversion: roughly 40% of “too expensive” objections are resolved through justification or an alternative. The other 60% are a real budget constraint or anchoring to another club — you can’t push through those.
6. Handling “I’ll Come Back Later”
Section titled “6. Handling “I’ll Come Back Later””Context: client is asking about a rate/multipass/promotion but says “I’ll think about it” or “I’ll come back.” Risk: they don’t return.
Goal: close the sale now or lock in a concrete plan.
Admin:
— Understood. What’s holding you back right now? Happy to help you work through it.
Client (option A): I want to think about it.
Admin:
— Of course. Just keep in mind the promotion runs until {{promo_end_date}}, then the price goes back up. Any questions — I’m here.
Client (option B): No time / no money right now.
Admin:
— Got it. I can hold {{item}} for {{hold_duration}} if that helps? Or leave your number — I’ll message when it’s a good time.
Client (option C): I’m just not sure.
Admin:
— What’s making you hesitate? Or try an hour and decide — if it’s not for you, I can switch you to a standard rate.
Key points:
✅ “I’ll come back later” often means a polite no. Your goal is to understand the real reason.
✅ Use the promotion deadline as soft urgency. “Until {{date}}” creates FOMO.
✅ Offer a trial. “Try an hour” reduces risk for the client.
✅ If they’re genuinely not ready — get their contact or let them go. Pressure doesn’t work.
Conversion: roughly 20–25% of “come back later” convert to an immediate purchase with the right objection handling. Another 15% return later if you got their contact.
General Upsell Principles
Section titled “General Upsell Principles”1. Upselling is helping, not pushing.
Offer what’s genuinely useful. Multipass benefits the regular. VIP delivers a better experience. A bonus on top-up is free money. If the client doesn’t need it — don’t push.
2. Timing is critical.
Upsell works when the client is in buying mode: topping up, booking a seat, ordering. Don’t offer a multipass to someone who just came in to ask about prices.
3. Specifics beat vague language.
”Save £8” works better than “better value.” “RTX 4070” is clearer than “stronger hardware.”
4. Handle objections through questions.
”What’s holding you back?”, “What are you comparing it to?” — open the dialogue. Without understanding the reason, you’re shooting in the dark.
5. Don’t push.
One refusal = stop offering for that visit. The client will return if they feel comfortable, not because they were pressured.
6. Track conversion.
In IZI you can see how many clients bought multipass after an offer, how many upgraded to VIP, AOV before and after implementing scripts. Data in the Analytics section.
Training Admins
Section titled “Training Admins”For a new admin:
- Have them read these scripts
- Do role-play (you = client, they = admin, run through the scenarios)
- First week — observe how they apply the scripts, correct as needed
- After a week — debrief: what worked, what didn’t
Incentives:
Tie an admin’s bonus to upsell metrics: % of clients buying multipass, AOV, bar revenue. Don’t make it a hard KPI (that turns upselling into pressure) but reward results.
Common mistakes:
- Offering multipass to a newcomer (they don’t know if they’ll like the club)
- Offering VIP when it’s occupied (frustration)
- Listing the full bar menu instead of a quick “energy drink, snack?”
- Pushing after a refusal (“are you sure you don’t want it?”)