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3 Tips for Cross-Selling and Upselling Success

bank teller 3 Tips for Cross Selling and Upselling SuccessIn order to be a cross-selling or up-selling super­star, you need to do the following:

  1. Lis­ten for oppor­tu­ni­ties in what the cus­tomer says. Let's say the cus­tomer says, "I need to find a bet­ter plan for my cell phone. I get calls from peo­ple I I don't want to talk to and my charges are just too high." This might trig­ger the rep to explain how the cus­tomer can save money by using caller ID to accept calls from only cer­tain people.
  2. Look for oppor­tu­ni­ties in the customer's record. Here's an exam­ple: "Thanks for your order, Mar­cie. We'll get those invoices shipped out right away. Now before you go, I notice that we're run­ning a spe­cial on the multi-part checks that you use. Would you like to hear about the sav­ings that are available?"
  3. Cre­ate an oppor­tu­nity. If you don't hear or see any­thing that opens up an oppor­tu­nity, the rep can cre­ate one, like this: "Umberto, before you go, I want to let you know that we can also help you with lead gen­er­a­tion, search opti­miza­tion, link build­ing, and other types of e-marketing assis­tance. How are you han­dling your online mar­ket­ing now?"

The peo­ple we find who are the most suc­cess­ful in cross-selling and up-selling are those who have a sin­cere desire to help cus­tomers. They see offer­ing cus­tomers prod­ucts and ser­vices that can make their lives bet­ter (read sales) as a high form of cus­tomer ser­vice. These super­stars of sales and ser­vice lis­ten between the lines so they can pro­vide their cus­tomers with the best solu­tions. I read in the paper this morn­ing about a front-line per­son who, in my opin­ion, wins the upselling hall of fame award.

Mark Smith, 59, was arrested at a bank in Wat­sonville, Cal­i­for­nia in Sep­tem­ber after he had allegedly threat­ened a teller with a bomb and demanded $2,000. The teller, tried to con­vince him, instead, to bor­row the money, and she had him wait while she retrieved an appli­ca­tion (dur­ing which time she called 911). By the time police arrived, Smith was fill­ing out the loan form.

Talk about upselling!

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  • http://lookingtobusiness.com Daniel M. Wood

    Great points Peggy.
    What I have noticed to be the biggest prob­lem for sales reps when want­ing to upsell is that they are to afraid. They are scared that the cus­tomer will get angry because they ask for more.

    All I can say is don't be. Often they will be glad you offered, even if they don't pur­chase and if they do get mad, don't force the issue and noth­ing will be lost.

    But the extra money that the ones who buy make you is def­i­nitely worth your time.

    //Daniel

  • http://glennfriesen.com/ Glenn

    Great com­ment, Daniel! Good points!






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