Upselling is not restricted to the sales department any longer; in fact customer service representatives are often in a better position to understand the needs of a customer and the products or services that might benefit.
Sure, upselling is useful to a company's bottom line, but it can also be perceived as high quality service when it is done right. These tips will help your customer service representatives sell effectively.
Know the Difference between Upselling and Cross-Selling
Upselling and cross-selling are two different processes that require slightly different approaches to be successful. Let’s go to McDonalds.
McDonald’s employees always ask, “Do you want fries with that?” This is cross-selling, the act of offering a complementary product or service to the original item purchased.
If you order a Coke at McDonald’s, the same smiling employee asks if you’d like a large Coke for just 10¢ more. This is upselling because it encourages the customer to upgrade his purchase.
Restrict the Sale to Customers Already in a Transaction
Cross-selling and upselling are used with customers who have already decided to make an initial purchase. Once a customer decides to buy from you, more than half the battle is already won, and they may be much more open to the additional purchase.
Offer Upsells and Cross-Sells that Make Sense
The suggestion of an upsell or cross-sell that does not fit the original purchase could derail a purchase. Your suggestion has to fit the buyer’s exact needs at the very moment he or she plans to buy. Otherwise, you could lose it all.
Don't overdo it.
Both cross selling and upselling are excellent sales strategies. But don’t overdo it. Stick to pitching a few items that are well targeted toward your customers’ wants, needs, and preferences.
Keep It Honest
We know buyers can be skittish. If they feel at any point that something’s not quite right, they’ll bolt. The more open and honest and transparent you are during the purchase process, the more likely those buyers will hang around to finish the purchase.