登录查看更多内容

How can you tailor your cross-selling approach to different customers?

由人工智能和领英社区提供技术支持

Cross-selling is a sales technique that involves offering additional products or services to a customer who has already made a purchase. It can boost your revenue, increase customer loyalty, and enhance customer satisfaction. However, not all customers are the same, and you need to tailor your cross-selling approach to their needs, preferences, and behavior. Here are some tips on how to do that.

在这篇协作文章中查找专家回答

由社区从 6 条内容中精选。了解更多

1 Identify your customer's goals

Before you suggest any cross-selling options, you need to understand what your customer wants to achieve with their purchase. Ask open-ended questions, listen actively, and show empathy. For example, if your customer is buying a laptop, you can ask them what they will use it for, how often, and where. Based on their answers, you can recommend relevant accessories, such as a mouse, a keyboard, or a case, that will help them meet their goals.

添加您的观点

Rodrigo Lima

Gerente Comercial e Opera??es de Varejo | Leroy Merlin Brasil
举报内容
Focus on the products and services that are most relevant to each customer,?for example, if you sell computer equipment to businesses, you could offer technical support or training services to customers who have already purchased equipment from you. Personalize your cross-selling approach,?use information about customers such as their interests, needs and purchasing history, to create offers that are more attractive to them. Use clear and concise language, customers should be able to easily understand what you are offering and thus keep them interested. Don't miss any opportunity, deeply understand each customer's purchase moment to offer the best and most complete solutions, including complementary and supplementary products.

已翻译

赞
Johnathan Johannes

Dynamic Retail & Financial Services Leader ? Proven Sales Visionary ★ Let's Shape the Future & Excel Together
举报内容
Understanding customer goals is pivotal. During my tenure as Sales Director at Unicomer, our cross-selling approach began by gaining insights into customers' aspirations. This personalized understanding allowed us to align additional product offerings with their specific needs and objectives.

已翻译

赞

2 Segment your customers by value

Not all customers have the same potential for cross-selling. You need to segment your customers by their value, which can be based on factors such as their purchase frequency, order size, loyalty, and feedback. For example, you can use a simple ABC model, where A customers are the most valuable, B customers are the average, and C customers are the least valuable. You can then prioritize your cross-selling efforts for A customers, who are more likely to buy more and respond to personalized offers.

添加您的观点

Johnathan Johannes

Dynamic Retail & Financial Services Leader ? Proven Sales Visionary ★ Let's Shape the Future & Excel Together
举报内容
Segmentation refines your strategy. Utilizing data analytics, we categorized customers based on their value to the business. High-value customers received personalized cross-selling approaches, ensuring a focus on products that complemented their previous purchases and elevated their overall experience.

已翻译

赞

3 Offer relevant and complementary products

One of the key principles of cross-selling is to offer products or services that are relevant and complementary to the original purchase. You need to show your customer how the additional items will benefit them, solve their problems, or enhance their experience. For example, if your customer is buying a dress, you can suggest a matching necklace, a pair of shoes, or a clutch bag that will complete their outfit. Avoid offering products that are unrelated, incompatible, or too expensive.

添加您的观点

Jason C.

Customer Engagement | Operations Management | Travel | Writing
举报内容
The key ?? here is active listening and setting realistic expectations. Don't promise the moon and the stars just to clinche a successful cross sell. Service with sincerity will go a long-er way!

已翻译

赞
Johnathan Johannes

Dynamic Retail & Financial Services Leader ? Proven Sales Visionary ★ Let's Shape the Future & Excel Together
举报内容
Relevance is key to cross-selling success. By leveraging customer data, we identified products that naturally complemented their initial purchases. This strategic alignment not only increased the likelihood of additional sales but also enhanced customer satisfaction by meeting their diverse needs.

已翻译

赞

4 Use social proof and scarcity

Another way to tailor your cross-selling approach is to use social proof and scarcity to influence your customer's decision. Social proof is the idea that people tend to follow the behavior of others, especially when they are uncertain or trust the source. Scarcity is the idea that people value things more when they are scarce or limited. For example, you can use phrases like "This is our best-selling product", "Customers who bought this also bought this", or "Only 3 left in stock" to create a sense of urgency and credibility.

添加您的观点

Johnathan Johannes

Dynamic Retail & Financial Services Leader ? Proven Sales Visionary ★ Let's Shape the Future & Excel Together
举报内容
Psychological triggers amplify cross-selling. Incorporating social proof, such as customer testimonials or usage statistics, built trust. Introducing elements of scarcity, like limited-time offers or exclusive bundles, created a sense of urgency, encouraging customers to explore additional products during my leadership at Unicomer.

已翻译

赞

5 Provide incentives and discounts

Sometimes, your customer may need an extra push to accept your cross-selling offer. You can provide incentives and discounts that will make them feel like they are getting a good deal and reward them for their loyalty. For example, you can offer free shipping, a free trial, a coupon, a loyalty point, or a bundle price for buying multiple products. Make sure to highlight the value and the savings that your customer will get from your offer.

添加您的观点

6 Follow up and ask for feedback

The last step in tailoring your cross-selling approach is to follow up with your customer and ask for feedback. This will help you build a long-term relationship, increase customer satisfaction, and identify opportunities for improvement. For example, you can send a thank-you email, a satisfaction survey, a product review request, or a referral request. You can also use the feedback to personalize your future cross-selling offers and recommendations.

添加您的观点

7 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

Retail 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 can you tailor your cross-selling approach to different customers?

1

2

3

4

5

6

7

1 Identify your customer's goals

2 Segment your customers by value

3 Offer relevant and complementary products

4 Use social proof and scarcity

5 Provide incentives and discounts

6 Follow up and ask for feedback

7 Here’s what else to consider

Retail Sales

给文章评分

感谢您的反馈

更多Retail Sales相关文章

更多相关阅读内容

How can you tailor your cross-selling approach to different customers?

1

2

3

4

5

6

7

1 Identify your customer's goals

2 Segment your customers by value

3 Offer relevant and complementary products

4 Use social proof and scarcity

5 Provide incentives and discounts

6 Follow up and ask for feedback

7 Here’s what else to consider

Retail Sales

给文章评分

感谢您的反馈

查看其他技能