It will not be wrong if we say that selling is an art. In other words, there are tricky situations in retail which test the skills of a shopper. For example, after closing the sale, a customer demands a product. Hence, in such a situation, how can sellers persuade the customer to shop? To clarify, sellers must not leave the opportunity to attend to their customers and avail of the chances of sales. Therefore, upselling and cross-selling are the two major techniques sellers should be a master of. As a result, it will increase sales.

“Don’t celebrate closing a sale, celebrate opening a relationship.”

–Patricia Fripp

Upselling & Cross-selling

Cross-selling means promoting and recommending products that are similar to the one the customer is in need of. On the other hand, upselling means offering a more costly item as compared to the one the customer intends to buy. That is to say, both these selling tactics help retailers increase sales and enhance customer service at the same time.

In addition, the essence of upselling and cross-selling is doing it when it is required. That is to say, at the right time and wisely. In other words, if the seller upsells or cross-sells a product that is irrelevant or in case the upselling and cross-selling becomes forceful and assertive, sellers are most likely to lose the customer, instead of increasing sales. Therefore it is essential that sellers should know exactly how, when and which products to upsell and cross-sell.

Upselling and Cross-selling Tips

Sellers should keep in mind a few points before implementing upselling and cross-selling. So, we at Teranoid have compiled some significant points for you that shall help you implement upselling and cross-selling in a better way.

Is the Product Relevant?

Firstly, the sellers need to make sure that the product they are upselling should be relevant to the item buyer is purchasing. In other words, the meaning and purpose of upselling and cross-selling is promoting relevant items. Moreover, sellers should make sure that the product they are upselling should be better than the one they are already purchasing. Otherwise, the whole point of upselling becomes aimless and ineffective.

Is the product Beneficial?

There are situations in which the up and cross-selling products might complement the other product but is not beneficial to the customers. For example, upselling the product that they are not in need of will do no benefit. Hence, sellers should know well the customer before they plan upselling and cross-selling. Therefore relate to the customer by inquiring about their needs. As a result, suggest them relevant items that are of use to them.

“Care enough to create value for customers, if you get that part right, selling is easy.”

–Anthony Iannarino  

Are they willing to spend more?

It can easily be judged by interacting with customers from which category of buyers they belong. For example, if the customers have made it clear that they only need to buy one product, then sellers should not waste their and the consumer’s time by offering more items.

How to Implement Upselling & Cross-selling

Talk about the Benefits and Value of the Products

It is difficult to attract the attention of customers if sellers only focus on explaining the product features. In other words, to promote upselling and cross-selling, sellers need to tell customers about how the product is beneficial and of value to them. For example, an apparel store can actually depict and showcase the upselling and cross-selling items by placing them along with the matching and relevant piece of clothing. On the other hand, in some cases, sellers can upsell and cross-sell by simply making consumers picture the product. For example, stores that offer electronic devices and gadgets offer warranties and insurances. As a result, consumers are fascinated by such offers. Therefore, retailers implement upselling and cross-selling using real-life stories and experiences.

Be Reasonable with Pricing Upselling Products

An important thing to keep in mind while implementing upselling and cross-selling is to be reasonable when it comes to pricing. That is to say if a customer buys a product worth $500 and the cross-selling item is worth $600 it is not appropriate. Moreover, sellers need to be vigilant and have a keen eye to know what to expect from the customers. Consequently, offer them products accordingly.

Give Rewards along with the Upselling Products

Certainly giving customers some rewards or gifts can prove to be very effective in cross-selling and up-selling. For example, many companies are offering free shipping if customers buy a required product that reaches a specific amount. On the other hand, brick-and-mortar stores can offer free gifts along with up and cross-selling products.

Upselling; A Skill   

The salesperson should know well how to sell upselling and cross-selling products. That is to say, selling is an art therefore, retailers need to understand this and train their employees accordingly. Hence how the seller sells matters more as compared to any other factor. In case, salespersons feel they are not able to persuade consumers, they should change the way they are dealing with them and adopt new and more effective communication tactics to gain better results.   

“How you sell matters. What your process is matters. But how your customers feel when they engage with you matters more.”  

–Tiffani Bova

Therefore, retailers need to figure out customer behavior and approach first. As a result, retailers should create upsellings and cross-selling strategies and plans accordingly.

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