Mastery of up+cross selling means more money for your business
Upselling and cross-selling have obvious benefits for any company, no matter what the industry: more revenue.
The problem is, savvy customers can see right through the “You may also like … ” line, and often stick with the original purchase. And this can feel even tougher if you work in customer success — where your job isn’t technically sales, but you might find opportunities to make sales in your calls or emails with customers.
For example, if your customer has successfully enjoyed using your product for a few months, you will be the best person to mention another product they can use with it — or alongside it — to get better results.
To really see success with your product suggestions, there’s an integral part of the formula: customer delight. When you can convince your customer that your suggestions are for their benefit, then you can master the art of upselling and cross-selling. So, how can you go about doing that? Keep reading to learn how to use upselling and cross-selling to your advantage.
Cross-selling and upselling are often used interchangeably, but different scenarios with different customers can call for one specific approach over the other. The word “upsell” is applied to pretty much any instance where you suggest (or push) a product in addition to the one being purchased. By knowing the difference between upselling and cross-selling, you put yourself at an advantage.
Upselling is encouraging the purchase of anything that would make the primary product more expensive. For instance, a camera might come with an offer of batteries, and a printer purchase might prompt the suggestion for ink.
Cross-selling is the suggestion of any other product to be purchased in conjunction with the primary product — a scanner suggestion when a printer is purchased or a conditioner suggestion when shampoo is selected.
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