“Would you like to try a value meal today?” Congratulations, you’ve just been versed in a classic use of up-selling. Don’t let the terminology scare you away, up-selling is jargon for adding on to your product or service.
But up-selling, also known as cross-selling, isn’t just for fast food. Smart business owners are always looking for opportunities to remind customers about additional add-ons or higher quality products.
Here’s one of the keys to up-selling:
Communicate with Your Customers Early
Up-selling is an art too few businesses seem to have mastered. One reason is that many sales associates or other employees neglect to communicate with the customer about their purchase. By simply probing the customer you can determine if they have selected the right product, all its parts, etc.
Unfortunately, we find many businesses seem to think the best practice is to just let customers find their own way in determining what to buy. They couldn’t’t be more wrong!
In many cases, businesses assume the customer is already well versed in what they need. Or, they expect the customer to self-educate themselves based on product packaging or minimal instructions.
Inevitably you’ll find sales managers and your accounting department saying, ‘we need to increase sales’ or ‘we need to add on product,’ but then they fail to actually teach their people how. Salespeople need to know what adding on looks like and sounds like.”
To start, Boomerang suggests, you work with your team to share information with customers much earlier (here’s where an e-newsletter and signange comes in).
Up-selling Dos and Don’ts
Guide your sales team into up-selling techniques. One of the key phrases that will end a large majority of your sales is… “Would you like anything else?” This is screaming buy more. Up-selling should be seamless to the customer not a hard sales pitch.
Following are a few examples of how up-selling works:
- When you purchase a leather jacket and get to the counter your sales clerk will typically offer the all important whether proofing product. They’ll express that by spraying this product on your jacket you’ll extend the life and keep it looking like new for years to come.
- As your hairstylist is finishing the final touches on your hair she offers the suggestion of this great new firm hold gel. It’s the latest in hair product and will help you achieve that “just stepped out of the hair salon look.”
- You’ve just purchased a new printer and the clerk reminds you that the cartridges that come with the unit are only good for 100 prints. He recommends getting a black and color cartridge and a case of paper.
Congratulations, you’ve just been up-sold!
Keep this in mind as you look at your products or services. What could you do to increase sales on a daily basis. How can you package your offering so up-selling becomes a natural thing?
Need some help with this? Here’s where to ask! Post a comment to this blog and get them help of Boomerang Marketing and all our fellow marketers.