We've learned to install a more thorough system of perception surveys as a normal management control system into medium and large hospitality businesses. A structured perception survey can. I'd go as far as saying that you are wasting your time trying to get a large number of staff to suggestive sell and up-sell as part of your customer service if you haven't got any means of measuring their performance. It's also interesting to note that customer perception survey results are higher in businesses that apply professional selling skills than those that don't. Good selling skills are perceived as service.
All staff have to wear name tags.
I've had Hell's own trouble over this one. The staff usually hate it, because it makes them more accountable. The fact that we can be 'numbered' and fined keeps us reasonably within the rules. Our surveys are carried-out anonymously by properly trained people who are hired for this specific job. They are chosen to represent specific target markets.