5 Basic Upselling Techniques
You’ve worked hard to attract and retain customers. Once you have their attention, it’s up to you and your sales team to maximize your efforts. Up-selling is a great way to build on the existing connection that you share with your customers.
Up-selling is far more advanced than offering a customer an additional item to purchase. It’s anticipating the client’s needs, interests and desires and offering them an avenue to enhance their buying experience.
However, effective up-selling is easier said than done. There are a few principles that you should consider when developing your up-selling strategy to increase your customer satisfaction and your revenue.
Implement a Powerful CRM Solution
A Customer Relationship Management (CRM) system is only as powerful as the data you enter into it. Track your customers’ interests with every encounter. Learn their language and intonations.
Now, that you have the data - take the information that you have and develop a strategy for each buyer persona that fits into your client and database.
Anticipate Your Customers' Needs
Your products or services should always serve as a solution to a problem that your customers have. Up-sell products that can further improve the results the customer is trying to achieve.
Go beyond a simple transactional relationship with your customers. Whether it’s through social media, email marketing or catalogs - track their purchases, map out their interests and learn what makes them tick.
Know Your Product
As you engage with your customers, be sure that you understand the inner-workings of every product or service, its features, benefits and how it compares to competitors.
Research how other customers have used similar products together and share success stories and testimonials. There’s nothing like a real-life case study to demonstrate the benefits your services can bring.
Remove Risk to Make The Up-sell Easy for Customers
Offer incentives such as a money-back guarantee or a free trial to prove that the product you are up-selling is worth the additional value. You can even offer a bonus such as a free download or free shipping when they purchase an additional item or spend over a certain amount.
Make The Right Match
Regardless of how appealing the incentive may be, make sure that the up-sell is a suitable match to the product the customer’s interested in. The additional items should take the customer further down the path of satisfaction and bring them closer to their goal. For example, a typical up-sell for the purchase of a new vehicle is an extended warranty, or perhaps a built-in DVD player.
A software company may offer a premium plan for customer support. The service or product should delight the customer and enhance their user experience. Never try to up-sell your customer something that they don’t want or don’t need.
As you grow your business, create product lines and service offerings that are made to complement one another. Explore your options and select an up-sell pairing that offers the maximum benefit to your customer.
Make Up-selling Systematic
Build processes and systems that will support your efforts to up-sell. From gaining a new client, to tracking their data, to your day-to-day customer interactions, keep your eye out for new opportunities that will excite your customers and increase their loyalty.