This document provides tips for upselling techniques to increase sales and revenue. It recommends empathizing with customers to understand their needs, then motivating them to purchase additional items or services by explaining the benefits and how it will improve their lives. The key is to upsell after securing the original sale by making the offer sound effortless and describing popular options, without being pushy about it. Consistency and focusing on benefits rather than pressure are important for successful upselling.
3. EVERYBODY IS IN SALES
Teachers sell their students on education.
Parents sell their children on whom they
should date.
Spouses sell each other on what to do and
where to go.
“Nothing happens until someone sells
something.” ~ Henry Ford 3
5. UPSELLING TECHNIQUES
Use upselling to increase the
revenue of the original order.
Show customers how to improve
their purchases by adding value.
5
17. HOW IT’S DONE
Assume that the customer will naturally want
it.
Begin with a brief benefit.
Add something unique about what you are
selling.
Ask the customer for permission to describe it.
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19. INSTEAD, DO THIS
Pull up the dessert tray and say, “For the
perfect ending to your evening, I brought
the dessert tray over for you to see. May I
describe some of the most popular ones?”
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20. 5 THINGS TO REMEMBER
When – after they order and before they pay
No pressure selling. Just make the offer and
explain the benefits.
Consistency. Do it every time.
SW3. Some will. Some won’t. So what?
McDonald’s increased sales by $10 billion
dollars by just asking, “Do you want to supersize
this?” 20
Upselling occurs after the original sale has been agreed upon. It is an attempt to offer additional products and services that may not be absolutely necessary, but it is also a great way to verify that nothing has been forgotten. It is a way to educate your customers while providing them with the added value of your knowledge and expertise.
From the moment they walk in the door, answer the phone, or read our email, everyone is in sales. Receptionists, order entry, production, loading and delivery all play a crucial part in the sales process.
You have to believe the customer has a problem and we have the best solution. You have to be passionate about our products and services and have a real desire to help the customer.
How often do customers come back in a second time because they forgot something?
The checklist.
Provide value by making sure the customer has everything he/she needs to complete the job.
This will save them time, a second trip back to pick up materials that were forgotten, and money.
Make your customer feel welcome and valued. Smile! Let them know you are there to help them.
Ask probing questions to find out what they are going to use our products for.
Then we will be able to not only meet their initial need, but also use our knowledge and expertise to make recommendations they may not have even thought of.
Speed? Time? Money? Quality? Service?
How can they set themselves apart from the other roofing contractors?
After the original sale has been agreed upon, now is the time to make the customer aware of additional products and services that would make their experience even better. Tools? Trim? Estimates? Blueprints? Jobsite delivery?
Timing is everything. Upsell too early and you may lose the original sale. Wait too long and miss the opportunity.
This is where you become more than just an order taker, you become a trusted advisor.
Be honest and open with the customer while offering additional products and services.
If it doesn’t make sense, don’t try to sell it.
Don’t get greedy! The upsell should be less than 20% of the original sale.
What might happen if you get greedy?
Don’t assume that the customer has agreed to purchase.
Make sure of it before moving on to offering additional goods and services.
Done after the customer has decided to make the initial purchase.
Already established rapport, identified needs, summarized benefits, asked for the order, and handled initial objections.
I mean, if what we are offering really will make their lives better, why wouldn’t they want it?
Have you ever wanted something additional but it was not offered to you?
How does it make you feel when someone tries to sell you something you don’t want?
You wouldn’t want to buy any insurance would you? You want fries with that? Would you like to buy the extended warranty?
What is a product or service we might upsell? What is one benefit? What is something unique about it?
You are at a restaurant and have just finished dinner.
What’s wrong with this?
Assume they want it. Bring it over. Let them see it. Ask permission to describe it.
How might this look with our customers?
Timing is everything!
Don’t overdo it trying to upsell.
Automatic. It is a numbers game. The more often you offer it, the more you will close.
So what if they don’t accept? You still have the original order.
Look at the exponential upside!
Upselling occurs after the original sale has been agreed upon. It is an attempt to offer additional products and services that may not be absolutely necessary, but it is also a great way to verify that nothing has been forgotten. It is a way to educate your customers while providing them with the added value of your knowledge and expertise.