Amazon are the masters of using upselling to add value. Just think about the last time you viewed an item on Amazon; below the chances are you saw the handy little prompt saying:
“Customers who bought this item also bought ….”
or “Frequently bought together”.
As business owners we know that often the profit is in those all important additional sales. More so now than ever with reduced capacity. So just how well do you maximise the revenue per customer?
Over the years I’ve delivered many workshops focusing on ‘upselling’, and written training materials for clients that included sessions on upselling.
But whenever I get involved in this topic there are always one or two team members who find the idea of upselling uncomfortable.
When your staff feel uncomfortable about promoting additional items, guess what?
They won’t do it!
Or if they do it will be with very little confidence, which of course the customer picks up on.
Learn how to overcome this on my “How to teach your team to Upsell and Cross-sell” workshop next week. (Early bird closes on Thursday at 6 pm, so register now if you want to save £20 per person).
We’re exposed to upselling all the time. When we see those messages from Amazon, do we think them pushy?
If you’re anything like me, you can actually find these quite handy.
Let’s see what happens when we DON’T upsell…
Imagine you’ve just been on your holiday of a lifetime to Fantastique (made up place, obviously!). Because it was a special occasion you didn’t want the hassle of booking it yourself, and booked it through your local travel agent.
When you get home, you’re chatting with some friends and one of them asks “what did you think of Awesome Island?”
You look at them blankly, and ask “where?” To which they reply “What! You mean you went all the way to Fantastique and didn’t go to Awesome Island?! You would have loved it! For us that was probably one of the best things about the place!”
How do you now feel about your holiday?
You know you’ll never go back there, but now you find out you’ve missed one of the best things to do/see. Why on earth didn’t your travel agent tell you about this place?!
When up selling is done for the right reasons it’s a good thing, as it can add real value and enhance the customer’s experience.
Although we don’t want to be pushy, if we don’t offer other items often we’ll leave the customer not even realising that option exists.
Disappointment. Regret. Frustration.
So change your staff’s thinking. Stop them thinking of it as upselling.
Get them into the mindset of adding value.
This one of the topics I’ll be covering on my “How to teach your team to Upsell and Cross-sell” workshop next week.
Early bird closes on Thursday at 6 pm, so register now if you want to save £20 per person.