Thursday, March 14, 2013

The Art of Upselling

Before we talk about “upselling” we need to understand the meaning of that sales technique. 

Upselling (sometimes "up-selling") is a sales technique whereby a seller induces the customer to purchase more expensive items, upgrades, or other add-ons in an attempt to make a more profitable sale. Upselling usually involves marketing more profitable services or products but can also be simply exposing the customer to other options that were perhaps not considered previously. 

Upselling implies selling something that is more profitable or otherwise preferable for the seller instead of, or in addition to, the original sale. A different technique is cross-selling in which a seller tries to sell something else. In practice, large businesses usually combine upselling and cross-selling techniques to enhance the value that the client or clients get from the organization in addition to maximizing the profit that the business gets from the client. In doing so, the organization must ensure that the relationship with the client is not disrupted. 

In a restaurant and other similar settings, upselling is commonplace and an accepted form of business. In other businesses, such as car sales, the customer’s perception of the attempted upsell can be viewed negatively and thereby affect the desired result.

If upselling is done poorly and many sales people do just that, it can have an effect that  is far from positive and can give your business a very bad reputation.

The key to doing upselling correctly is to put the customer’s needs first.  No matter what you sell in your business many times you can do your customer a service by making sure you understand your customer’s needs and do everything you can to fulfill those very needs.

If your customer indicates the need to make a purchase make sure you sell them the product or service that truly meets all of their needs.  In some cases the customer’s budget may mean that the best product for them is not the “best” product.

If your upselling is done with the needs or wants of the business or salesperson as first priority it will always damage the business in the long run.  Short term profits should never be the priority over the long term viability of your business.

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