Upselling and cross-selling are two powerful sales techniques that can boost your revenue and customer satisfaction. However, many salespeople struggle with making these offers feel natural and not pushy. In this article, you will learn how to make upselling and cross-selling feel natural to customers by following these six tips:
Before you can upsell or cross-sell, you need to know your products inside out. You should be able to explain the features, benefits, and value of each product to your customers. You should also be aware of how your products complement each other and solve different customer needs. By knowing your products, you can confidently suggest the best options for your customers and show them how they can get more value from their purchase.
Cross-selling is the art of suggesting complementary or related products to customers based on their initial purchase. It's about offering additional value to your customers by understanding their needs and preferences. As well as knowing the products its important to know what the customer will be using the product for, building the complete picture will enable you to suggest the additional products that will help the customer solve their pain points. For example Don't just suggest the customer buys drill bits when they buy a drill. Ask what material are they drilling into to make sure you suggest the correct drill bits.
Knowing your products is also about knowing what business problems they solve for our customers and how the products seamlessly work together to accomplish these objectives. Learn about how we did it with other customers. If you are newer to the business, ask top performers about the products and how they are upselling and cross-selling--you probably will find a pattern and some common best practices and strategies--ask marketing for case studies to help you further understand the business problems we are solving with our solution portfolio.
The key to successful upselling and cross-selling is listening to your customers. You need to understand their goals, challenges, preferences, and budget. You need to ask open-ended questions, listen actively, and empathize with their situation. By listening to your customers, you can identify their pain points, needs, and desires, and tailor your offers accordingly. You can also avoid making irrelevant or inappropriate suggestions that might annoy or offend your customers.
Schedule time to discuss their strategies going forward and share insights on how you can help address key initiatives. To upsell and cross-sell effectively, focus on adding value from their perspective. Don't assume they know everything you offer. I've seen reps sell a solution, then a year later the customer partners with another vendor to solve a problem the rep could have handled. The rep only focused on one area instead of fully understanding the customer's needs to see they had a complementary issue that could be solved with an existing solution, providing seamless integration as an already approved vendor
Upselling and cross-selling should not be about pushing more products or services on your customers. They should be about providing value and education to your customers. You should focus on how your offers can help your customers achieve their goals, solve their problems, or enhance their experience. You should also educate your customers on the benefits and features of your offers, and how they differ from their current or intended purchase. By providing value and education, you can demonstrate your expertise, credibility, and trustworthiness, and make your customers feel more comfortable and confident with your offers.
When possible, share relevant parts of the product roadmap to demonstrate how customer feedback drives innovation. Showcasing upcoming features inspired by their needs shows you're listening and committed to developing solutions for current and future challenges. As their trusted advisor, you also likely recognize industry trends they may miss. Proactively share your foresight into where things are heading and how certain solutions in your portfolio can help them get ahead of potential obstacles down the road.
Another way to make upselling and cross-selling feel natural to customers is to use social proof and scarcity. Social proof is the idea that people are influenced by what others do or say. Scarcity is the idea that people want what is rare or limited. You can use social proof and scarcity to create a sense of urgency and desire for your offers. For example, you can mention how many other customers have bought or upgraded to your offers, how satisfied they are with them, or how they have improved their results or outcomes. You can also mention how your offers are in high demand, low supply, or available for a limited time or quantity. By using social proof and scarcity, you can appeal to your customers' emotions and motivations, and make them more likely to act on your offers.
When using social proof, leverage customer stories your executive sponsor can identify with. The most compelling examples come from existing customers in their industry, of similar size, facing comparable challenges, who have expanded their relationship with you. Share the journey these similar companies took and how growing with your company helped them reach their goals. This relevance makes the story resonate. Present authentic perspectives from peers for them to consider. Be sure to highlight the ROI and outcomes most relevant to what they want to achieve through an expanded relationship.
One of the most important things to remember when upselling and cross-selling is to be respectful and transparent with your customers. You should never pressure, manipulate, or deceive your customers into buying something they don't want or need. You should always respect their choices, preferences, and budget, and give them the option to decline or postpone your offers. You should also be transparent about the costs, terms, and conditions of your offers, and avoid any hidden fees or charges. By being respectful and transparent, you can build rapport, loyalty, and trust with your customers, and avoid any negative feedback or backlash.
Being a strategic partner requires collaborating with customers to find solutions that help them reach their goals. You're on the same team with aligned objectives. Focus on building trust by demonstrating positive intent, integrity and competence. As Stephen M.R. Covey outlines in The Speed of Trust, trust is established through character and competence. Character represents one's motives, integrity, and ability to align intentions with customers' interests. Without perceived character, customers will find it very difficult to trust a rep long-term.
The last tip to make upselling and cross-selling feel natural to customers is to follow up and follow through. You should always thank your customers for their purchase, and confirm their order details and delivery expectations. You should also follow up with your customers after they receive their products or services, and ask for their feedback, satisfaction, and referrals. You should also follow through on any promises, guarantees, or warranties you made, and provide ongoing support, service, and value to your customers. By following up and follow through, you can ensure your customers are happy and satisfied with their purchase, and increase the chances of repeat business and referrals.