Upselling is a delicate business. Once you've sealed a deal you may want to see if you can get the buyer to stretch that bit further. When is it a sensible move, and when do you risk jeopardising your sale?
The technique of upselling is to encourage a customer to buy extra products or services within the same sales interaction. The worst kind of salespeople are those who attempt to upsell to anyone and everyone, regardless of whether they show an interest or might benefit from the add-ons.
The secret to upselling is knowing how to gauge a customer's mood and only pitching to those who seem like they would be receptive to the idea. Upsell to the wrong people and you may jeopardise your initial sale altogether and alienate yourself to the prospect. People really don't like feeling pressured into buying, and they may simply walk away without purchasing anything at all!
When you recognise an opportunity to upsell, there are a few things worth considering. Firstly, you need to be able to explain precisely how an extended product or service might complement the first – how does it add value? What are the benefits to the customer?
You should also frame the sale in the context of an idea, rather than giving buyers the impression you're squeezing them for a little more money. If people can see how that a secondary purchase will make a difference to them or their business, they're more likely to be tempted.
By convincing your customer to think about the future and their future needs, you may well persuade them to buy more. But remember, upselling is a fine balancing act and you should only attempt it when you think there's a serious chance of sealing the deal. Only pitch when the mood is right and be subtle rather than forceful in your approach.
Don't upsell to every customer
Gauge the mood
Upsell products which genuinely add value
Don't pressure sell
Get the customer to think about future needs
