- 2x
- Find out the offer that achieve 2x higher conversion rate.
- 24%gap
- in offer rates among cashiers working from the same script.
Every checkout creates an opportunity to add a drink, a side, or an upgrade. But sales reports alone cannot show whether the team made the offer—or how the guest responded.
In an Indonesian pilot, Auntie Anne’s used Nimbly Echo to make those conversations measurable. Within weeks, Echo identified missed offers and found that specific drink offers converted at 56.1%, compared with 23.9% for generic offers. These findings gave managers clear priorities for coaching: make offers consistently, test more effective wording, and measure the impact on average check.
Customer background
Auntie Anne’s is a global pretzel chain with more than 2,100 locations across 28 countries and territories. Its Indonesian operation serves guests primarily through kiosks in high-traffic shopping malls.
Most guests arrive with a pretzel in mind. Adding a drink, dip, or bundle often depends on a cashier’s recommendation in the few seconds before payment. For the operator, making those offers consistently is an important part of increasing the average check.
The challenge
- Limited visibility into offer execution. HQ had clear guidelines: offer add-ons, introduce the loyalty app, and highlight relevant promotions. But POS data showed only completed sales. A declined offer looked the same as an offer never made, while store audits and mystery shoppers captured only a small fraction of transactions.
- No consistent way to identify effective offers. Cashiers phrased offers differently across shifts and locations. HQ lacked the visibility to compare guest responses, identify which approaches performed best, and turn those examples into practical coaching to help teams increase sales.
How Nimbly Echo helped
- Made offer execution measurable. Echo captured and analyzed cashier–guest conversations at the register, showing whether an offer was made, what was offered, how it was phrased, and how the guest responded. This helped HQ distinguish missed offers from offers that guests declined.
- Showed which offers performed better. Echo compared different ways of presenting an offer alongside guest responses, helping HQ identify wording associated with higher conversion and select approaches to test more broadly.
- Turned insights into coaching priorities. Offer rates by cashier helped district managers identify where coaching was needed. Managers could focus on specific behaviors: making offers consistently and using the approaches guests responded to best.
What the pilot revealed
Within weeks, Echo identified two opportunities to strengthen upselling: making offers more consistently and presenting them more effectively.
- A 24-percentage-point gap in offer rates. Cashiers following the same script differed substantially in how often they made an offer. This gave managers a clear coaching priority: make offers more consistently.
- Direct drink offers that included the price had more than double the conversion rate of offers without pricing. Offers such as “Would you like to add a drink for [price]?” converted at 56.1%, compared with 23.9% for “Any drinks?” This gave managers a clear offer format to test more broadly.
Auntie Anne’s will use these findings to focus coaching on offer consistency and wording, then track the impact on conversion and average check. For QSR leaders, this creates a practical connection between everyday guest conversations, frontline coaching, and measurable sales performance.
“Nimbly Echo shows us whether our teams are making the offer—and which phrasing converts best. That helps us focus our coaching and apply what works across our locations.” - Gerry Wijaya, General Manager of Operations, Auntie Anne’s
Hear the Sales Opportunities You’re Missing
See how Nimbly Echo helps you uncover missed upsells and focus coaching on increasing average check across your locations.
