The term “upselling” and its variations (add-on selling, cross-selling, suggestive selling) have been around for years. However, many frontline retail employees view “selling” negatively, feeling it means pushing customers to buy more. This mindset can lead to resistance and eye rolls when these strategies are suggested to increase sales.
McDonald’s pioneered add-on selling with the famous phrase, “Would you like fries with that?” This approach reportedly contributed to 7% of their global sales, highlighting the potential for increased revenue. However, the robotic, monotone delivery often doesn’t translate well to other businesses.
Success in upselling lies in shifting the focus from making an additional sale to informing the customer about special deals, new products, or complementary items that enhance their original purchase. Instead of selling, aim to have an informative conversation that shows genuine care for the customer and their value.
Having spent many years serving customers, I’ve learned the value of engaging conversations about products or services that truly help them. This approach strengthens customer relationships and can lead to future sales. Even if no additional purchase is made immediately, customers leave better informed and with a positive impression of your helpfulness.
Here are my five tips for brilliant upselling:
1. Focus on Helping, Not Selling: Shift your mindset from making a sale to helping and informing the customer.
2. Engage in Conversations: Don’t just take orders. Ask questions like, “What are you using the product for?” to better understand their needs and suggest the right product.
3. Listen Actively: Pay attention to the customer’s problem. Their responses can provide clues for suggesting other products or services they hadn’t considered.
4. Offer Complete Solutions: Ask additional questions to ensure they have everything they need, such as, “Do you have a quality brush for this paint?” or “Did you see the jacket that matches those pants?”
5. Inform, Don’t Pressure: Use techniques that invite interest without forcing a decision. Ask, “Have you seen our special today?” or “Did you notice our coffee and cake deal?”
Implementing these techniques has helped many clients increase their sales dramatically. Moreover, staff enjoy this approach as they focus on helping rather than pushing sales, and customers appreciate the helpful, non-pushy interaction. This results in a win-win for everyone involved.
Roger Simpson – CEO, The Retail Solution and Author of “The Ultimate Retail Sales Experience” With over 35 years’ industry experience, Roger Simpson is recognized as Australia’s #1 Authority on customer ROI in the retail industry and as a global expert on staff coaching, customer service, and selling skills.
