They are "in your store," so sell 'em more!

Up-selling means recommending a realistic increase in capacity or order size. Cross-selling means recommending companion or accessory products. Both these selling techniques are honorable and legitimate and need to be mandatory not optional. But they have to be done within the realm of reality and with grace not heavy-handedness.

Up-selling

Offer only relevant price breaks using the “if - then” technique: If the customer is within 20% of a quantity break, then recommend the up-sell. Example: ordering ten, but better deal at 12, present the up-sell. “Mr\Ms Customer, if it's likely you could use a few extras, then you can save (either percent or actual dollars) by rounding up to (next quantity level). Shall we go ahead and do that?” But if the quantity break is beyond 20% of the intended order, do not present the break. Upselling works with end users and with purchasing agents.

Cross-selling

If you have ever said yes to "You want fries with that?” or picked up a magazine at the checkout stand, you know the power of cross-selling. Companion products make sense and help customers: batteries for electronic gear and cables for printers come to mind. Moreover, the customer may be dis-served without it. Cross-selling helps you build larger orders and increase share-of-account. Cross-selling works with end users but seldom with purchasing agents ... they are not authorized to add items to purchase requisitions.

Let's train your telemarketing and telesales reps to up-sell and cross-sell smoothly and effectively. 800 373-3966