How do you navigate upselling when faced with a customer who is dissatisfied with their initial purchase?

"El cliente no debe ser lo primero, debe ser el centro de todo". Sin clientes no existiriamos. La escucha y sobre todo de forma activa, ayuda a comprender su necesidad, que no necesariamente es lo que manifiesta en primer momento. Es clave la re-pregunta para entender si estamos en el mismo nivel de comprensión para luego ofrecer opciones de solución. Otra cosa importante, es prever este protocolo para mantenernos dentro de las políticas y no ofrecer excepciones que ma?ana será la regla o que la regla se convierta en excepción.

Hoy en día, el cliente y su voz son más importantes que nunca para las empresas y sus estrategias. En la era digital, donde la información se comparte rápidamente y las opiniones pueden diseminarse a gran escala, las empresas deben estar extremadamente atentas a las necesidades y expectativas de sus clientes. Estar en sintonía tanto con los clientes internos como con los clientes finales es crucial para generar una propuesta de valor sólida y efectiva.

Listening is a key skill in retail sales. Active listening without interrupting shows respect, empathy and high display of emotional intelligence that allows one to fully understand the customer issues and find more proactive responses. Irate customers are better handled when their issues are fully understood by active listening and then a proactive response is given based on those issues raised. Listening also allows you to handle objections better. Customers whose objections are handling are more likely to buy a product or service

Imagine a customer purchased a basic software package but is dissatisfied because it lacks certain features. After addressing their concerns and possibly offering a partial refund or a trial of the advanced version, you could introduce the premium package that includes the missing features. Explain how the premium package will better meet their needs and offer a special upgrade price as a gesture of goodwill. Key Takeaway The goal is to turn a negative experience into a positive one by demonstrating empathy, resolving the issue, and offering solutions that genuinely meet the customer’s needs. This not only helps in upselling but also in building long-term customer loyalty.

Up selling and cross selling are ways to increase sales from customers by satisfying customer needs and providing added information to offer provision of value to the customer. A retail sales professional should have a thourough knowledge about the products and services offered for sale, and this can help to address specific needs for each customer. Different customers have different needs. An example is a customer who wants to buy a phone, that customer could be sold the benefits of buying a phone pouch/ cover, a phone power bank, or phone accessories with the phone or the customer could be advised to upgrade the phone to another phone that addresses some specific needs the customer desires.

The retail sales person must be seen as a solution provider who's committed to adding value. In retail sales, it's important to ensure that value propositions to the customer drives at creating real value for the customer. The overall aim is to make the customer feel satisfied and happy, the customer must also feel value was provided. This drives loyalty and repeat sales. The idea is to generate sales from present and potential customers. Satisfied customers will tell others and be sales advocates for the products and services. A retail sales professional should always to seen by customers as a consultant who has expert knowledge on products and services. This improves trust, customers buy products from people they trust.

Trust is a key driver of customer purchasing patterns and purchase decisions. Customers that don't have enough information on the benefits of a product or service may be dissatisfied to the point where then they become aware of information that seeks to provide solutions to their issues and satisfy their needs. Highly satisfied customers make repeat purchases and trust the brand. They also tell others about the brand free of charge, without the retail sales individual paying them anything to advertise the brand. Trusted brands perceived to be the preferred option in satisfying some needs in the minds of customers are the highest selling brands. The customer perception is very high.

Product education should be done carefully and should be tailor fitted to individual customers because the level of education for customers differs. The explanation should be clear and simple u ambiguous language should be used, diction and the tone of the voice should be clear to foster effective communication. People buy benefits that solve problems or provide solutions that add value. Product education must be done in stages, broken down as simple as possible to ensure better understanding. If possible a demonstration should be used or videos where applicable. The customer must always feel he or she should purchase a product or service because it provides advantages and creates unique value.