Upselling your products or services to existing customers is a relatively quick and easy (and lets not forget cheap) way to increase your sales revenue, strengthen customer relationships and increase your value to customers.
Up-selling is when you recommend a better (typically more expensive) product or service to customers and takes place once the sale has been made. The most common example of upselling is McDonalds when they ask you ‘would you like fries with that’ or “would you like to upsize for an extra xx amount?”
It’s easy because the decision to buy has already been made and it’s simple because the customer is right in front of you. When you provide recommendations based on their needs, then you are increasing the value to the customer.
It’s important to be specific, don’t ask the customer ‘is there anything else you need’ because at this point they don’t know what they need. Make suggestions based on the most likely item that the customer will want or need and why you think they will need it. Only recommend what the customer genuinely needs, not just what you want to sell them; otherwise you will come across as a pushy salesperson and nobody likes a pushy salesperson.
Here is a great example that I witnessed over the weekend -
I was in a book shop when a lady was at the counter making a purchase. After the purchase the shop assistant asked the customer “have you read ‘x’ book, it’s amazing and if you like what you have now, you will really love this one. The customer replied “no” so the sales assistant went over and picked out the book. After about a minute of flicking through some pages, the customer bought the book.
Simple right?
One of the biggest mistakes people make in cross-selling or upselling is assuming that the customer won’t want it or can’t afford it. This is simply based on fear. Let your customers make that decision and you will be amazed at the results.
Remember; if don’t ask, you don’t get. Here are a couple more examples:
- If you provide a service you might like to suggest a 3 or 12 month option rather than a one off transaction. You might also like to recommend purchasing relevant templates or e-books.
- If you provide IT or computer services you might like to suggest an additional back-up service or ongoing maintenance contracts rather than a reactive ad-hoc break/fix service.
- If you sell products such as hair or beauty, recommend a moisturiser or shampoo product that will enhance the treatment they have just had.
- If you provide training you could recommend 1-on-1 follow-up sessions to ensure the new skills are being used and to address any questions or challenges that have arisen.
- Providing free samples is another great way of getting customers to try something new.
Spend ten minutes and list out your main products or services - what add-on products could you sell after a customer has made a purchase?
This sales article was written by Karen Andrews, Director of Shine Sales Solutions, a Sydney based Sales Coach and Sales expert that works with businesses to increase their sales through strategy development, sales coaching and virtual sales management.
If you liked this article, subscribe to our monthly Sales Success ezine. You will learn...
* Easy ways to increase your sales and grow your business
* Simple strategies to sell yourself, even if your not in sales
* How to generate sales easier and quicker!
Enter your details at the top of the page or click here
