Tweet

Making the most of Up Selling & Cross Selling

Written by: Sue Barrett

Article Overview: Do you sell one thing and one thing only? Probably not. I suspect your business has a range of things it can offer. And I suspect that many of these things can be integrated together to make an end-to-end solution or various combinations that lead to much larger sales. If this is the case, then how well are you selling in the size and scope of your business offerings? Too many times sales people get fixated on the immediate sale in front of them not really seeing the potential of that sale now or into the future. If they would only ask the right questions and get a bigger perspective to work from they might get more and bigger sales for less effort.

Making the most of Up Selling & Cross Selling

Do you sell one thing and one thing only? Probably not. I suspect your business has a range of things it can offer. And I suspect that many of these things can be integrated together to make an end-to-end solution or various combinations that lead to much larger sales. If this is the case, then how well are you selling in the size and scope of your business offerings?

Too many times sales people get fixated on the immediate sale in front of them not really seeing the potential of that sale now or into the future. If they would only ask the right questions and get a bigger perspective to work from they might get more and bigger sales for less effort.

If you do not ask the questions you will never know. I learned that if you ask, at best, you can get a lot more back in return and, at worst; they can just say ‘no'. At least if you ask you never die wondering.

So I thought I would share a personal story about one of my up selling and cross selling experiences and what I learned from it. I share this story because it continues to remind me not to settle for second best.

A while back I made a presentation to a large group of people from large Australian corporation. My topic was about the ‘Huge Cost of Hesitation'. This was my first entrée into this business and I really wanted to do a great job for all the obvious reasons. Whilst the topic was challenging, the presentation was well received and my sponsoring client was very happy. I knew this could lead to great things.

Well within three days, I received a phone call from one of the senior managers who attended the presentation. He wanted to know if he could use an assessment tool I referred to in my presentation for the recruitment of new sales staff. I replied ‘yes of course you can'. He then said ‘OK so how do I go about using it?'

Now at this point, I could have set him up to use the tool and only sold in that tool, instead, however, I asked him to tell be more about what he was trying to achieve. To which he replied that he was setting up a whole new business area and wanted to hire a different type of sales person than they had traditionally employed in the past. He thought the assessment could help him do that. I asked him if I could ask him more questions to which he replied ‘yes'.

I wanted to see how open minded he was so I asked him had he defined what this new type of person would look like. He said ‘no'. I suggested there were a number of ways he could approach this and I proposed two options to him:

1. At best we could develop and map the ideal sales person profile for his business model, build a recruitment kit he and his managers could use to properly assess the candidates, supply the right assessment tools and then provide feedback.
2. At worst he could just use the tool and we provide feedback as originally requested.

He was very happy to explore this further. I committed to getting him a detailed proposal that day. Which I did. Besides everything mentioned previously, I also included 2 bullet points outlining sales and sales management training which could form part of their induction training. (you just never know)

After I sent the proposal, I received a call the next day asking me to elaborate on the 2 bullets points around the sales and sales management training piece as well. Which I did.

They then rang back the following day and asked me what my best price was. I said what they had was my best price. They said they were used to working in markets that always bargained on price. I said that was fine but that I didn't do that in my market. My price was my price. It was transparent and they knew what they were getting piece by piece. They said ‘OK, that was fair' and then asked when could we get started on the project. We agreed a date and that was the beginning of a very fruitful relationship.

So what did I learn? If you take things at face value that is all you are likely to get. By asking a few more questions, getting an understanding of their bigger picture and knowing how my products and services worked in concert and separately I was able to turn a $1,000 sale into a $90,000 sale.

Did I do anything special? No not at all. All I did was ask more questions and tried to understand their whole issue. Oh and I knew how my products and services all worked together.

By the way, whilst they paid more, it was worth it to them because their new ‘breed' of sales people achieved:

• Achieved a sales closing ratio of 4:3 within 2 months ·
• Sold the annual sales budget within 5 months.

My client was very happy and said he and his team had learned a lot about how to select in and develop sales people; skills they hadn't had before and could now take with them anywhere they went. In turn, he referred me on to other areas within the business and so the journey and sales continue.

Here are some handy hints to help you up sell and cross sell:

1. Product Knowledge: know all your products well
2. Product Associations & Combinations: Know how your products integrate with each other and how they form a bigger picture. This goes with this goes with that, etc.
3. New topics: know how to introduce relevant new topics and products into the conversation.
4. Education: Don't underestimate your value in terms of the education you bring to clients
5. Pricing structure: know how your pricing works: the structures, bundling, unbundling, volume pricing, various product pricing combinations, etc

Remember everybody lives by selling something.

Related Articles
  Small Business Marketing: 8 Cross-Selling Tips to Increase Your Sales
  Making it Easy for Customers to Say "Yes". How to Make Cross-Selling Work.
  Cross Selling Through Product Promotions
  Research Supporting ROI Based Selling
  Up-Selling - Do you want Fries with that Burger?

Article Tags: assessment tool, business offerings, combinations, entr, experiences, hesitation, job, large group, larger sales, personal story, perspective, phone call, recruitment, sales staff, scope, senior managers



Related Forum Posts
Re: Kevin's Case Study #10 - When to become an entrepreneur? - When the bug bite you. A lot of successful entrepreneurs started in their teens or at school. Selling sweets to fellow students or lemonade to firends in the neighbourhood.
Re: This is Marketing Warfare! - Hey GT, I guess this was from a while back, and it'll test your memory a bit but could you possibly elaborate on Unique Selling Proposition? Can you give us some examples of good USPs?
Blog pinging - Thanks Martin - yes, I do ping and it has been very effective. I'm currently on the first page of Google for Mastermind Group and on the second page for Selling to Small Business.
Business magazines - Fast Company is pretty good if you're into technology although it can be very on the edge. Entrepreneur has become one giant advertisement and I cancelled my subscription. Selling Power also has some useful content if you're looking at improving your sales skills / presentations.
New Guy Here - Automobile Industry - Hi Everyone, My name is Ray and I work as a sales trainer in the automobile industry. I have just completed a new training curriculum for automobile salespeople in the industry. It is called The Baby Steps of Selling Automobiles. I am beginning my marketing efforts through press releases and seminar formats. I joined the community due to my continued desire to work independently creating my own happiness and growth. Thank you for having me and I look forward to more correspondence in the future.


Share this article with your friends. Fund someone's dream.

Leave a comment below or share on the left and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.

Tweet

Newsletter

Get advice & tips from famous business
owners, new articles by entrepreneur
experts, my latest website updates, &
special sneak peaks at what's to come!

Name:
Email:

Popular Articles

What is an Adaptive Organization

TRADE SHOW FOLLOW-UP: HOW MUCH IS TOO MUCH?

Do You Pretend To Listen To People?

Suggestions

Email us your ideas on how to make our
website more valuable! Thank you Sharon
from Toronto Salsa Lessons / Classes for
your suggestions to make the newsletter
look like the website and profile younger
entrepreneurs like Jennifer Lopez.