How do you choose products or services to upsell or cross-sell?

2 Listen to your customer

The second step is to listen to your customer and understand their needs, goals, and pain points. You should ask open-ended questions, such as "What are you looking for?" or "What problem are you trying to solve?" to discover their motivations, expectations, and budget. You should also pay attention to their verbal and non-verbal cues, such as their tone, expressions, and body language, to gauge their interest and satisfaction. By listening to your customer, you can tailor your upselling and cross-selling suggestions to their specific situation and preferences.

3 Match your offer to your customer

The third step is to match your offer to your customer based on the information you gathered from the previous step. You should only upsell or cross-sell products or services that are relevant, valuable, and affordable for your customer. For example, if your customer is looking for a laptop for casual use, you can upsell them to a higher-end model that has more features and performance, or cross-sell them a laptop bag, a mouse, or a subscription to a cloud service. You should avoid upselling or cross-selling products or services that are unrelated, unnecessary, or out of your customer's budget.

4 Explain the benefits of your offer

The fourth step is to explain the benefits of your offer to your customer and how it can help them achieve their desired outcome or solve their problem. You should focus on the value and the results that your offer can provide, rather than the features or the price. You should also use social proof, such as testimonials, reviews, or ratings, to show your customer that other people have benefited from your offer. For example, you can say "This laptop has a faster processor and a larger memory, which means you can run multiple applications smoothly and store more files. Many of our customers have been very happy with this model and have given it a five-star rating."

5 Handle objections and close the sale

The fifth step is to handle any objections or concerns that your customer may have about your offer and close the sale. You should acknowledge and empathize with your customer's objections, such as "I understand that you are concerned about the price" or "I appreciate that you are happy with your current choice". You should then address their objections by providing more information, offering alternatives, or showing the value of your offer. For example, you can say "This laptop may cost more upfront, but it will save you money in the long run, as it has a longer warranty and a lower maintenance cost. You can also take advantage of our special financing option that allows you to pay in installments." You should then ask for the sale by using a positive or assumptive close, such as "Would you like to add this laptop to your order?" or "Shall we proceed with the payment?"

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?