Cross-selling & Up-selling

Definitions: 

Up-selling

is where we sell the customer a better product at a greater price than their original request.  For example a customer may simply want to upgrade their cellphone plan or purchase a new simple phone, yet we manage to sell them a smartphone or a greater data plan.

Cross-selling

is where we sell additional or add-on products for example – data plans, tablets, USBs.
Both of these are keys as we are maximising the potential of each customer – the customer is already there so let’s try and give them the best package we can for their needs.  It is in these two cases that all the questioning techniques and skills you have become  vital to get the information you need to present a better option to the customer.
Post expert recommendations. One way to facilitate cross-selling and up-selling success is to state specific recommendations from professionals, experts or other customers to match information the customer has already given you.

1-Describe and relate
describe how the additional products or services would complement the original purchase.
 
2- Offer Complimentary or Topical Products
 
Once we build up a picture we can then add value.
Let’s assume that a customer buys a new, inexpensive phone for calls, texts and internet access. We can add value to this sale by ensuring it’s fit for purpose as soon as it’s delivered.

 Always ask yourself what are the value add opportunities for this customer?
 
Also, we have an opportunity to up-sell based on its use / included accessories / additional products.
 
We then need to position these cross sell or upsell options to the customer in order to make the proposition compelling:
  
What will I establish as the complimentary product
How will I present this in a compelling way – what positive language will I use explain + Benefit selling as opposed to feature dumping

What is Up-selling?

The term up-selling has different connotations in different industries, but generally is used to refer to selling the customer a higher-end, larger, more profitable, or more expensive product or service.  Often, up-selling is simply exposing the customer to products or services that he or she may not have already considered. The driving force behind your "up-sell" recommendation is to do a better job of satisfying the customer's needs. Of course the classic up Sell that happened to everyone of us is going into a fast food restaurant and asking for a burger and instantly you are up sold by the offer of making it a combo with fries and a drink.

What is cross-Selling?

For example, you are selling a brand new phone to a customer, you may suggest a blue tooth headset to go with it for safer driving or maybe a phone case that goes with it. Cross-selling allows you to service any additional needs of the client and decreases the need for your client to consider your competitor's products and services. Cross-selling efforts are rewarded because customer retention increases dramatically when a customer purchases more than one product or service. Make sure you consider all the possible additional products you can sell when you are talking to every customer.

Two important tips for better up and cross selling

Successful sales people always Cross & Up sell to increase sales AND give the customer the best solution possible.

Please remember that the key to successful cross-selling and up-selling is to focus your efforts on meeting the customer’s needs, rather than simply pushing more products and services.

For more selling skills, check out our Instant download Sales Excellence Series training material packages: Professional Selling Skills, Sales Management, Sales Territory Planning & Routing.