Everyone understands the primary benefit of an upsell equals profits. If the products you offer add value to the customer, then you get return customers and referrals which equal more profits! That is always a good thing in business. But just how do we go about getting those upsells without appearing pushy or needy? Easy – allow me to give you some tips on how to get that done.
- Know about your products! Know them like the back of your hand – inside and out and be rehearsed and prepared to elaborate on them. Know how your products can add value and compliment the primary product your customer is buying. Be prepared to guide your customer through different features, highlighting the benefits of all your products. The best upselling comes from knowing your products and paying attention to what your customer is already interested in purchasing from you.
- Body Language! Read your customers’ body language – if they are hanging back is it because they do not understand what you are delivering? You need to be able to tailor your sales technique to the meet the customer. Are you being too aggressive and pushing the customer away? If so – you need to hang back a bit and let them approach a bit more. Listen to what they are saying both vocally and with their body language.
- Accessorize the sale! Say you are selling an amazing new eye shadow for comparison purposes – what goes great with eye shadow – eye liner and mascara as well as makeup remover and eye cream. Get it? Make sure you offer your products as an amazing “accessory” to the already being purchased product. E.g “Oh if you love that you NEED to see this great eye liner we have!” and then go into the details of why it is so great, how well it compliments current purchase and why it is a must have!
- Quality – Quality! Be able to prove your quality – back your quality – show your quality! Either have product in hand or a portfolio backing your claims. Better yet – both!
- Make sure to offer a variety of options in your sales backpack! This is where it is great to offer packages. E.g With the previous scenario of eye shadow – offer a package that includes just the eye shadow – another one that offers the eye shadow, liner and mascara, and the deluxe package that offers the eye shadow, eye liner, mascara, and eye cream and eye wash! Have at least three price ranges with various products or services depending on your business that you can present your customer – each one adding more value and complimenting the other. Be prepared to express great value in each package no matter the price ticket on it; your customer will generally pick the package that offers them the best value for their dollar. Accentuate the benefits, not the price.
- Be prepared to be told “NO”! Most clients come with a set price in their mind that they are going to spend and not a penny more. Now that can be above what they are currently seeking – but you just never know. Respect the fact they too have a budget to maintain. Nothing is worse than a pushy salesperson. It will leave a bad taste in a customer’s mouth right quick! Your goal is for them to be a returning customer and the next time they may be budgeted for more – so do not shut the door on the return visit by being pushy shoving them out the door instead.