Want to upgrade your business to the next level, and grow your sales. Grow your market. Upselling is the way to go.
Selling is art just like belly dancing and dance are termed as arts. Picture two dances dancing Tango or salsa, one partner makes a move and the other follows, more or so is selling, one person makes an offer and the other person makes a counteroffer until they agree on o a final deal. Upselling is another amazing way to make sales and get your clients on your better offers.
Step 1: Wait for an Initial Purchase
Often listening to your clients and what they need or want will get you farther than trying to push them to just buy stuff from you. When trying to convince people to make larger purchases, many companies believe that pushing more items and offers at customers until they break out their credit cards is the right way to go. While this logic makes some sense, it can also be an irritating tactic to customers who believe they already know what they want.
The best way to upsell a customer is to wait until they’ve made their first purchase. Allowing them to buy a service they believe will solve their problems can get them invested in your business and shows them what you can provide. Waiting until the sale is made before you upsell prevents you from pushing them away before they’re hooked and losing both deals.
Therefore, you’ll want to give your customer some time to get familiar with the service they’ve selected and identify any needs that haven’t been fulfilled. Calling up a client to find out how the product was for them and their level of customer satisfaction will definitely give you a clue if they are ready for the upsell. Depending on the service you’re offering, this stage could take a few days or a couple of weeks.
Step 2: Know Your Service Families
Before you approach your customer to try and upsell, you’ll need to know which of your products and services complement one another. Identifying your ‘product families’ early on can make it easier for you to upsell clients, and ensures the process runs as smoothly as possible.
Step 3: Consider Your Clients’ Needs
When preparing to upsell a client, you want to identify what needs haven’t been fulfilled by their original purchase and how you can make their experience with you optimal. If they have not purchased all the services you offer, there are likely still some gaps you can fill in, and becomes a win-win for both parties
Consider where the customer’s original purchase fits within its service family. In the copywriting example from the previous step, a client who only purchased web copy initially may still need someone to write for their blog. Identify this need can give you a better idea of what service you should try to upsell.
You may need to do some specific research about each client before you reach out to them with another offer. Take a look at the areas where they may need improvement, and identify the services you can offer to give them the help they need.
Step 4: Offer an Add-On
Ever bought something in the spree of the moment or due to persuasion only to regret the purchase and hate the product. Well, that’s not the aim of upselling. When you’re upselling, you don’t want the customer to feel like their original purchase was a mistake. Even if it didn’t solve all of their problems, you want to work with them to customize their plan, so they get all the services and support they actually need. Offering an upsell as a small and inexpensive add-on to their original plan can make your customer feel like they’re getting an improved service, not that they wasted their money on the first purchase.
If you’re trying to push a sale that is too large or doesn’t connect with the customer’s original purchase, it can feel like you’re trying to squeeze as much money as possible from them. This can be a quick turn-off, and may even lose you a customer. However, approaching an upsell as an add-on to the original service can prove that you care about the customer’s needs and you’re looking to improve their experience.
Add-ons should be determined based on the needs of the client. Consider what small additions to your service plans you could make that would better help your client achieve their goals and run a more successful business of their own.
Step 5: Contact the Client
Now that you’ve properly planned for your upsell, you’re ready to talk to the customer. The most important step in upselling is to approach the customer appropriately and in a positive and helpful manner. Showing that you’re looking to help them and not just make another sale can make all the difference in getting them to say ‘yes’ once again.
The way you contact your customer will depend on what you’re offering and the price point of the upsell. If you’re looking for a large add-on, you’ll want to contact the client directly and with a personalized message. However, for smaller additions, you can use cus to target customers who have already purchased from you.
Be sure to consistently follow up with your clients, whether or not they initially go for your upsell. Frequently checking in to ensure their needs are met can help you create happy long-term customers and clients.
Robisearch Ltd is committed to bringing the best products and customer care to our customers. Get the best ERP and POS for managing your business and solving any/all issues in the process.
Call us today on 0754413386 for a free demo and quote.