Upselling

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Upselling

Introduction

If you have many products available to sell to customers, how do you persuade them to try out something different, maybe a more expensive model or an additional complementary product? This is upselling.

How To Upsell

1. Trust Trust is the most important part of any sales relationship. Don't worry about anything else until you've established trust.

2. Needs Assessment What else is the customer looking for? How else can you help? What could make the experience even better for them? Understand what else the customer is looking for. Start with the customer's needs rather than with what you have available.

3. Internal Assessment Ask yourself if you can meet any of these additional needs with products/ services that you offer? By doing a needs assessment with the customer first, you can build more trust, since you are doing it in their best interest.

4. Conversion Ask yourself if you can deliver on what you're about to promise? Does the customer agree that the upsell is something of value to them?

Tips

Build trust. Understand what would truly help

your customer. While upselling, focus on maintaining

the trust in your relationship.

Resources

Click on the links below for further reading:

Upselling Examples

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Work Sheet

Needs Assessment

What other needs do your customers have that you could fulfill? Do you need to tweak your product/service or add new products and services to fulfill these needs?

Customer Need

Product/Service Offering

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Example

Here are some examples of phrases to use when upselling to a potential client:

"Looking at your past history, it might help you to consider _________, because it will earn/save/reduce/increase your _________."

"So what you are really looking for is ________. We could do that if you combined what you are currently doing with _______."

"If you are looking at getting ________ as well, we offer that at a 15% discount to our customers."

"Customer who purchase this product often also purchase ____________."

? 2012

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