登录查看更多内容

Last updated on 2024年4月23日

How do you decide when to upsell or cross-sell to your customers?

由人工智能和领英社区提供技术支持

Upselling and cross-selling are two powerful sales techniques that can boost your revenue, customer loyalty, and satisfaction. But how do you know when to use them and when to avoid them? In this article, you'll learn the difference between upselling and cross-selling, the benefits and risks of each, and the best practices to apply them in your direct sales business.

此文章中的业界达人

由社区从 5 条内容中精选。了解更多

Dena Jacobs

BOA Edward Jones
Ashish Bhatnagar

Transformative Executive Leader: Pioneering Digital Innovation in Media Services

1 What is upselling and cross-selling?

Upselling is when you persuade a customer to buy a more expensive or advanced version of the product or service they are interested in. For example, you can upsell a laptop by offering a higher-end model, a larger screen, or a longer warranty. Cross-selling is when you suggest a related or complementary product or service that enhances the value of the customer's purchase. For example, you can cross-sell a laptop by recommending a mouse, a keyboard, or a software package.

添加您的观点

Dena Jacobs

BOA Edward Jones
举报内容
I think everyone can be up sold & get benefits from cross selling or bundling services by having a deep discussion on needs , budget , goals . This will help determine the benefit for the customer . If they have goals and not as much funding , you can always put forth a plan with different levels of additional sales so they can transition to eventually be where they need to be for growth . You will be considered part of the strategy team & get future sales and referrals . Don’t belittle the pace of the growth , you will need sales & referrals every month. For me , I feel it is better to build life long clients instead of trying to just garner cash cows . You need to have all kinds of clients in your pipeline .

已翻译

赞
Ashish Bhatnagar

Transformative Executive Leader: Pioneering Digital Innovation in Media Services
举报内容
In today’s dynamic world of customer engagement, upselling or cross-selling should be as strategic as a Movie Director’s choice of a climactic twist. Notice when customers exhibit satisfaction or interest—this is your cue, much like an audience at the peak of their engagement. Strategically, offer a complementary product or upgrade, ensuring it truly enriches their experience. Remember, it's essential to synchronise with the customer's current enthusiasm. So broadly: (1) Tailor your offerings to match customer engagement, (2)Emphasise genuine value, and (3) Master the art of relevance and precision - to convert opportunities into successes as seamlessly as a blockbuster's pivotal plot twist.

已翻译

赞

2 Why should you upsell and cross-sell?

Upselling and cross-selling can benefit both you and your customers in several ways. First, they can increase your average order value and your profit margin, as you sell more products or services with higher margins. Second, they can improve your customer retention and loyalty, as you provide more value and solutions to their needs and problems. Third, they can enhance your customer satisfaction and trust, as you show your expertise and care for their best interests.

添加您的观点

3 When should you upsell and cross-sell?

Timing is critical for successful upselling and cross-selling. You want to make sure that you provide your customers with relevant and helpful options without being annoying or pressuring them. To decide when to upsell or cross-sell, you can use open-ended questions, testimonials, demonstrations, probing questions, empathy, stories, compliments, humor, or personalization. These approaches can help you show the customer the benefits of upgrading or adding to their purchase, solve a problem or pain point they have, and build trust and rapport with them.

添加您的观点

Kayleigh Smith

Dynamic Sales Leader with 20+ years experience in the Environmental/Water industry
(已编辑)
举报内容
I think most applications provide opportunity to use both methods at the same time. Even if you’re not selling a physical product you can cross-sell or upsell to enhance the customer’s experience. Best practice is to find the pain that’s driving the purchase in the first place. There will be certain products/services which don’t work so well on their own, in this situation you cross sell. You also may have an upgraded model which makes their life even easier but still needs the add-on for best functionality. I don’t think it’s a case of either or. You can upsell and still accessorise! As long as the overall solution solves the customers problem plus, meets their needs in terms of budget and feasibility then you can use both.

已翻译

赞

加载更多内容

4 When should you avoid upselling and cross-selling?

In some situations, upselling and cross-selling can be detrimental to your sales and reputation. For instance, when a customer has a clear budget or a specific need, avoid upselling or cross-selling as it can make them feel uncomfortable or pressured. Additionally, when a customer has already made a decision or commitment to buy, do not confuse them by introducing new options or alternatives. Furthermore, when the customer is unhappy with their purchase or experience, refrain from upselling or cross-selling as it can worsen their mood or impression.

添加您的观点

Angela Bunch

Relationship builder and Customer success expert with a focus on growth Positive vibes ??
举报内容
In my experience this is where you could use functional cross-selling with the focus being on the needs of the customer. They have a budget so you can still cross-sell, but you only want to offer needed items that may not come with say a laptop and may be needed in the future. Look to cross-sell using a need mindset and only suggest the things that might be needed and are not included in the purchase. When using functional cross-selling you are able to use your knowledge of the product to inform the customer of things they will need and is a great way to gain a few extra sales without pushing the customer away.

已翻译

赞

5 How can you upsell and cross-sell effectively?

To upsell and cross-sell effectively, you need to follow some best practices that will make your offers more appealing and persuasive to your customers. Focus on the value and benefits of your products or services, not the features or price. Leverage social proof and scarcity to influence customers' decisions, such as highlighting how other customers have benefited from your products or services. Offer incentives and discounts to encourage customers to take action. You can also use the contrast principle and the bundling technique to make your offers more attractive and convenient. Compare your offers with the original or alternative options and show how they are superior or more valuable. Additionally, combine your products or services into a package and offer them at a lower price than if they were bought separately.

添加您的观点

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

Direct Sales

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

How do you decide when to upsell or cross-sell to your customers?

1

2

3

4

5

6

1 What is upselling and cross-selling?

2 Why should you upsell and cross-sell?

3 When should you upsell and cross-sell?

4 When should you avoid upselling and cross-selling?

5 How can you upsell and cross-sell effectively?

6 Here’s what else to consider

Direct Sales

给文章评分

感谢您的反馈

更多Direct Sales相关文章

更多相关阅读内容

How do you decide when to upsell or cross-sell to your customers?

1

2

3

4

5

6

1 What is upselling and cross-selling?

2 Why should you upsell and cross-sell?

3 When should you upsell and cross-sell?

4 When should you avoid upselling and cross-selling?

5 How can you upsell and cross-sell effectively?

6 Here’s what else to consider

Direct Sales

给文章评分

感谢您的反馈

查看其他技能