You're managing a front desk team. How can you guide them to upsell without being pushy?

Don't make it complicated, don't push. Just get to know the person in front of you and make honest statements of products that could provide help. There doesn't have to be a "strategy", and the worst things you can do sometimes is place bonuses in line with helping your existing customers. BUILD RELATIONSHIPS, be genuine and honest and care about people's needs. Not your need to sell a product.

My Moto and it has worked 99% 0f the time, I was in the top 10 with backend sales in the finance dept as a finance director, I sold products that most finance managers can not, with a higher gross than most finance manager can achieve, and it is simple so simple it works. moto is "make it make sense" for the customer and the company, Listening to the needs of a customer is EVERYTHING building a relationship in the first 30 seconds is crucial to being a successful sales person and making money.

The only way to be truly effective at empathy is to listen and to clarify. Once the customer has had her say, ensure your on the same page to make sure you are able to help. We have 2 ears and 1 mouth for a reason.

in my line of work listening is very crucial because buying a car is very stressful and expensive, everyone has a budget right? so for me to upsell I had to listen to a lot of different factors, i.e budget, what they did for work and outside of work knowing the what they call the hot buttons. but mostly just making it make sense not just for the dealership but the customer as well. cause knowing they are on a budget and the thought of having to replace a radio that has navigation at 2500 dollars out of pocket because the manufacturer deemed the problem the customers fault is taxing on a customer but the good news is that extra 10-15 a month can and will without question cover the repair.

Having worked in the sales industry for many years. The biggest problem facing any sales force is overcoming the constant need to hit targets. This puts undue pressure on employee's. Obviously targets are there to be met but the most importantly aspect of any sales role is building solid relationships with clients and customers alike. Using your listening skills, warmth & empathy will unlock the clients needs. You can then present your proposals in the knowledge that you will have exceeded your customers expectations. In doing so repeat custom will follow and in turn your company will thrive!.

body language will tell you everything you need to know, everyone has the automatic NO so get to know your customer, understand what makes them feel safe and relaxed and be that person they need you to be, and dont forget to truly listen to them and what they are really saying, even though a customer is saying no most of the time that is just a automatic response, if it is budget let them know we have flexible buying options, but pay attention to how they respond with their actions or body movements, you can always tell when a customer is just nervous or is serious.

if you have done the first three of these sales processes properly, this is only a summary. This step will also tell you if you have done something wrong, if you feel the need to explain more, or clarify a benefit it means you were not clear the first time around. Usually this means you have lost the sale or you need to start again!

Empowerment and trust is the most important thing to a well trained and competent sales team. Give them the tools, give them the direction, and watch the magic begin! Remember Authority and Responsibility go hand in hand.