Cross-selling and upselling are vital skills for being successful in sales. Although there are differences between the concepts of cross-selling and upselling, the methods and outcomes are constant. Both are designed to motivate customers to spend more than they intended so that they can optimize their customer experience while giving the salesperson the benefit of increased revenue. Pretty simple, but that does not mean it isn’t challenging. Some of the reasons why customers will move forward with the opportunity to spend more can be a perceived or communicated desire/need, satisfying the ego, status, getting a deal and, most importantly, getting a better customer experience.
It is important to remember that everything you have to offer in a cross-sell/upsell scenario can and should improve the lives and/or businesses of your customers. Were that not the case those options would cease to exist. Therefore presenting these options should come with ease to you knowing that these options will make things even better for the customer whether or not they are willing to spend the extra money. It should always bring additional value to the customer while always enhancing the customer experience. When that is the case, everyone wins. Here are 5 simple methods to help make cross-selling and upselling easier.
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- Needs/desire based – This is pretty straightforward. You identify the gaps that may be left in the customer’s original purchase, demonstrate the value of the cross-sell and make the recommendation.
- Quantified value – This is a common approach for customers who want to get a deal. Offering discounts for the upsell, exclusive offers, membership perks or showing the ROI so that the customer can easily measure the benefit.
- Experience enhancement – Maximize the customer’s original purchase with options that improve performance and satisfaction. Focus on what the customer really desires, demonstrate how the cross-sell will make the experience even better while getting the most from the original purchase.
- Social Proof – Customers feel validated when they see others they relate to making similar purchases. Share with the customer the upsell options that most customers choose and why. How is this customer similar to those customers and what was their experience like when they chose those options?
Personal Endorsement – Be relatable to the customer. How are the two of you similar and what would you do if you were that customer? What would you recommend if the customer was your neighbor or mother? Make sure you are genuine in this approach as this can be very intimate; don’t just use this method for the sake of doing so.