Upselling & Cross-Selling for Everyone

Upselling and cross-selling are the most cost effective, customer friendly sales techniques that you can put to use – not just with your sales team, but with every employee in your organization.  In today’s business climate where every sale makes a difference, everybody sells. 

Put simply, upselling is a sales technique your people can use to lead your customers towards an upline product that will better meet their needs.  “Yes sir, we can certainly repair your home entertainment system, but for the cost involved and with the new technology available, can I show you the new models we just got in this week?”

Cross-selling is a sales technique your people can use to lead your customers towards additional purchases related to the one they’ve already made.  “This is an excellent hi-fi system and it should last you for years.  A little maintenance on your part, though, would make it last even longer.  Can I add on this cleaning kit?  I’ll show you how to use it.”

It’s easy to promote upselling and cross-selling throughout your organization, and it all begins with product knowledge.  If everyone in your organization knows your product line well, it will be easy for them to talk about it.  They need to know associations between your products as well, so that cross-selling is automatic.  Burgers with fries, printers with ink cartridges, business suits with ties, air tickets with hotel bookings.  The offer for an associated product should come without hesitation.

Drill your staff on your pricing structures and keep price lists close by them at all times.  Show them how to bundle products together so your customers get a complete package at a better price.  “The washer is RM1,299, but if you buy it with the dryer I can give you both for RM1,999.  That will save you RM300, and I’ll give you the drying rack for free.”  If your people can do this on their own, they won’t have to check with you for prices all the time.

Of course, your people will also need to know upselling and cross-selling techniques.  Get them some training if necessary.  You’ll see your products moving out your door and a return on your investment in no time.