You know that feeling when someone tells you they want to buy a product you’ve just spent the last 10 minutes telling them all about the benefits and features. You think to yourself, I really should tell them about that accessory that goes with it, but, you don’t want to seem pushy. Lets talk about when upselling is a benefit for your customer and your cash register. Have you ever thought about the fact that upselling to your customer may actually be a benefit for them?
Before you shake your head, let me give you a couple of examples.
Say a newly expecting couple wants to buy a cot for their impending newborn. Now, I can sell them the cot and obviously the mattress that goes with it, but in reality, I should also look and selling them 2 sets of sheets and a metres protector or 2. Whilst the first thought that comes to mind is that I’m trying to fleece these loved up parents to be, in fact, I’m actually helping them. When that baby sicks up in the cot in the middle of the night, do you think that couple will be cursing me, that I sold them an extra set of sheets and that mattress protector, or will they be thinking I’m so glad that helpful lady thought to tell us about needing these extra things. We never knew we’d need. Now, it doen’s need to be a big ticket item. Perhaps it’s a belt to go with a dress, or those little sticky things you put on your shoes to stop them rubbing, when you buy a new pair of heels. Like OMG, how much do I wish I’d been upsold those when I bought my last pair of peep toe wedges! In fact, I would have even been more happier if the assistant had whipped them out of the pack and stuck them on for me before I left the store. It would have saved me a dash around the city looking for bandaids on my way to a friend's wedding, but that’s another story. [Tweet "The key is to ensure that what you’re upselling is a genuine benefit to your customer, and not just an excuse to get your cash register ringing."] So how do you implement this in your store, and get your team on board?
Start with your top 5 selling products, and identify the complimentary products that would benefit the customer if they purchased together.
For example
"Like all peep toe wedges, you can get a bit of rubbing on your big toe with these shoes. I find that these little sticky pads make life so much easier, and you won’t have to dash around looking for a store to buy bandaids on your night out. Should I pop those in for you as well"?
SOLD! Add those in, plus another set for my shoes at home. See, you’re not hassling me to buy. You’re making my life easier, and I will truly thank you on my next evening out, wearing those shoes. Of course, I’ve created a download for you, to help you work out a strategy to upsell without being pushy. Hint, give this to your team, and get them to do their top 5. You can grab it at salenaknight.com. And for more retail biz strategies, remember to subscribe to the bringing business to retail podcast.
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