Finance and Business
Customers will be more satisfied if a business upsells.A good salesperson can add perceived value to a sale that the customer is already willing to make, as well as offer upgrades to purchases that increase the value and the bottom line, benefiting everyone.
Step 1: You have to know your products.
If you know more about your products, you will be able to tell your customer how different products can add value and convenience, as well as how to recommend upgrades or alternatives.People who know more about products are more likely to buy from them.The salesperson's goal is to let the customer know how they could easily make the product they want better, which means you have to know that product inside and out.Do your homework.If you want to make sales in the fantasy section of the bookstore, you should read the big hits in that genre.You're not going to be a very convincing seller of fantasy books if you think Gandalf was the best character in the Goblet of Fire.
Step 2: Take a look at your customer.
A good salesperson will be able to quickly give customers a read and tailor their sales technique to the individual.The salesperson needs to let the customer's desires drive the sale.It is important to distinguish between browsing customers who are unlikely to buy things and customers that are actively looking for an item.Contact the customer and ask if you can help them.Don't try to get them to buy an expensive feature item right off the bat.If a customer seems to be shopping actively, it's a good time to start thinking about an upselling strategy.Try to get a sense of the customer's needs by asking lots of questions.The customer is buying a lot of cups.What can you do to make that goal easier and more convenient?
Step 3: You should make an initial contact.
Make yourself available for questions and assistance by greeting the customer and making friendly contact.Use the customer's desire to begin the process of making the sale to find out what they want."What a great series--which have you read?" is what you should ask your bookstore customer if they are browsing through the books.If the customer seems up for it, listen to them and chat with them.They might be interested in the Spiderwick Chronicles or the Lord of the Rings.
Step 4: Hanging back is a more effective sales technique.
"Random" upsells are one of the most complained about aspects of aggressive sales.It is one thing to offer additional purchases.Automatic attempts at selling the customer on the highest-end product without listening to their interests is likely to turn lots of customers off.If you approach the customer at the store and try to sell them a copy of the new Steve Jobs biography in hardback, it's likely to confuse and irritate them because it is a transparent upsell.Customers are not stupid.Provide a variety of other purchase options and let the customer decide.Suggestions should be related to the customer and not of benefit to your bottom line.
Step 5: The customer can decide what is affordable.
If you've already made the case for the item, the price shouldn't be a factor.The customer can consider the price on their own if they choose the most appropriate selection.Many salespersons don't make suggestions to a customer carrying an armload of merchandise because they fear that the bill will freak the customer out.Not your problem.Provide the most valuable options for the customer, as you see it, and let them decide.
Step 6: Upsell accessories.
Additional related items for something a customer is already purchasing is the surest upsell.If the customer is buying the first book in the series, it's a good idea to suggest the second as well.I could not wait!You can suggest things like bookmarks.If you were buying a camera, you would want to buy an extra battery, a case, and a card reader so you could get your pictures off to your computer, all of the things necessary.Try to find out everything you can about the customer's business in a wholesale setting.It's appealing to most wholesalers that they can get everything they need from one place.
Step 7: Upsell features.
In the sale of higher-end items, it's a good idea to show the benefits of more expensive items to the customer.The full box-set of books, with detailed pictures and maps in a handsome box, would be a good idea to sell the customer.It should be practical for the customer.If you're selling a computer to a college student, you need something that is lightweight, durable, and has a good warranty.An expensive, but on-sale desktop with a high amount of RAM probably isn't a smart upgrade if the customer clearly wants a laptop.In a wholesale setting, you might consider different size orders that would give the customer the same product at a better deal.It's a good idea to highlight the long-term price benefit in making the bigger buy now instead of waiting to come back for more, because bulk items generally come with a benefit.
Step 8: Quality upsells.
The hardback edition is three times as expensive as the paperback edition.The story is the same.The more high-quality version of the product is what benefits.Quality has more to do with prestige than features."This is a book you're going to want to hang on to, probably read again."It's cheap and the words are close together, so it would give me a headaches if it fell apart.I would go for this copy.The illustrations look great on the shelf.
Step 9: You should offer a variety of options.
The customer is trying to make a decision.On their own, a customer will likely choose the option they think has the most value.The customer will go for the cheapest option if they don't understand the features.If you make a good case for all the options, you give them the chance to make an informed choice, which means they're likely to spend a bit more because you've helped them become more informed.Don't highlight the price.The most attractive thing in the transaction should not be the price tag.
Step 10: The items should be real.
Put the item in the customer's hand.Pick the items up and give them to the customer so they can experience them and learn more about the additional purchase.It's hard for a customer to walk out without something once something is in hand.It is easier for the customer to distinguish between different options in a phone sale.Friendly advice to get them the best deal can be given if they listen to their questions.The description will make the sale.
Step 11: Do the customer a favor.
One of the best moments is when a customer returns to your place of business to shop again, but also wants to find you to sell to them again.Doing everything in your power to ensure repeat business and gain a long-term customer is one of the best kinds of upselling you can do.If your customer sees what you're doing as a favor, they are more likely to come back.If you want to do your customer a favor, steer them toward a cheaper option but not the cheapest option.I probably shouldn't tell you this, but this brand is so overpriced, it's ridiculous.The other option gets you the same features and you don't sacrifice quality.I use this at home.
Step 12: Prepare for objections.
Customers are likely to react quickly to the idea of spending more money.To close the deal, make the sale happen quickly before they think too much.You can ring up the purchases if you've sold the reader on the first book.The items are ready to go.
Step 13: Reassure and empathise.
This is the most important part of the selling method.At the end of the sale, it is important for you to make it sound like the customer made the final decision."Great choices today, I think you're going to be really happy with this."Let me know what you think when you come back!Make yourself available by providing a business card and contact info so your customer can get in touch directly, or at least give them a company card with your name on it.You might win a patron if you form a bond with your customer.
Step 14: Be yourself.
Extroverts are more effective at selling than introverts, but studies show that both are equally effective.The ability to tailor their personality and style to the customer's preferred method of interaction is a trait of the best salespeople.Look to make connections with a customer based on genuine interaction, coming from a place of expertise with the product, and your understanding of the customer's desires.You have to be excited for a customer's purchases.It's okay to repeat or rephrase some of your conversation during the sale, but avoid parroting the same lines and giving the impression that you're reading from a script.You'll be able to upsell if you're genuine and honest.
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