Upsells and cross-sells only work when they’re relevant to the original purchase
Picture this: You’ve just about closed a sale, and the shopper made up their mind to buy a product. What do you do? Do you ring up the sale and send them on their way or do you try to find opportunities to increase their basket size? If you picked the first answer, chances are you’re leaving a lot of money on the table and need to think about how you can increase add-on sales. Two of the best ways to do this is through upselling and cross-selling. Done right, they enable you to increase sales while helping customers at the same time. The key to upselling or cross-selling success is doing it properly and at the right time and place. If you upsell a product that’s irrelevant or if you’re selling in such a way that you’re coming off as pushy, then you’ll not only fail to convert the customer, but you might even lose the original sale. The #1 rule here is always to provide value. Yes, getting someone to upgrade their purchase or to buy an additional item will benefit you, but the deal must also be advantageous to the customer.
Ask yourself the following before delivering your spiel:
1. DOES THE PRODUCT COMPLEMENT THE ITEM THAT THE CUSTOMER IS BUYING?
Upsells and cross-sells only work when they’re relevant to the original purchase. When you’re upselling or cross-selling an item, see to it that it’s a) a better version of what they’re buying or b) a product that goes with their purchase.
2. WILL THIS PRODUCT REALLY BENEFIT THEM?
Sometimes, an add-on item may complement another product, but it won’t benefit the customer. For example, while a certain type of lens may go with that camera your customer just bought, it wouldn’t be a good cross-sell if they don’t have a need for it. Get to know the customer before selling them more merchandise. Ask how they’re going to use the product then if you have items that would benefit them, go ahead bring them up.
3. ARE THEY OPEN TO SPENDING MORE?
If the customer has made it clear that they’re on a budget or they’re only after one product, then respect their wishes and don’t try to sell them anything else. You might send them packing if you insist on upselling or cross-selling. If you answered “Yes” to all three questions, then you can proceed to suggest upgrades or additional products. And to help you close more sales, here are some psychology-backed pointers you can incorporate into your strategy.
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