Upselling (sometimes “up-selling”) is a sales technique whereby a seller induces the customer to purchase more expensive items, upgrades, or other add-ons in an attempt to make a more profitable sale. Upselling usually involves marketing more profitable services or products but can also be simply exposing the customer to other options that were perhaps not considered previously. Upselling implies selling something that is more profitable or otherwise preferable for the seller instead of, or in addition to, the original sale.
A different technique is cross-selling in which a seller tries to sell something else. In practice, large businesses usually combine upselling and cross-selling techniques to enhance the value that the client or clients get from the organization in addition to maximizing the profit that the business gets from the client. In doing so, the organization must ensure that the relationship with the client is not disrupted. In a restaurant and other similar settings, upselling is commonplace and an accepted form of business. In other businesses, such as car sales, the customer’s perception of the attempted upsell can be viewed negatively and thereby affect the desired result. Examples
Some examples of upsales include: * suggesting a premium brand of alcohol when a brand is not specified by a customer * selling an extended service contract for an appliance * suggesting a customer purchase more RAM or a larger hard drive when servicing his or her computer * selling luxury finishing on a vehicle * suggesting a brand of watch that the customer hasn’t previously heard of as an alternative to the one being considered * suggesting a customer purchase a more extensive car wash package * asking the customer to supersize a meal or add cheese at a fast food restaurant Steps
Talk with your customer. Talking to the customer will allow you to learn what things the customer is interested in. This will help you turn a little sale into a bigger one. Know your product. The more you know about your products, the more you will know about how different products can add value to the product your customer is buying. Let the customer know how these things can make the product they want better. Don’t decide what a customer can afford. Let the customer decide. Many salespersons hesitate to show one more item to a customer already carrying an armload of merchandise, fearing that the bill will freak the customer out.
University/College: University of California
Type of paper: Thesis/Dissertation Chapter
Date: 27 November 2016
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