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The Art of Up-Selling

Guest post by: Gary Jeffress

Article Overview: Gary explains what up-selling is and how you can implement it in your business.

The Art of Up-Selling

Up-selling with confidence can and should be practiced once the customer has some confidence in you or the organisation. When a person comes in to the store, asking a few pertinent questions is the standard start of communication. It shows you are keen to assist. For those not familiar with the term ‘up-selling’ it’s used as a means to have your customer purchase more items or higher priced items in order to increase the company's sales. This is a skill to be practiced though and can result in distrust by your customer. An example of up-selling is when a person comes to purchase a nice pair of shoes for instance; they will have a purchase price in mind. If they indicate the price they can spend on the shoes, it would be useful for both parties if you showed them some cheaper options and some more expense options. While they are there you may assist them with polish perhaps or socks or any add-on items they may require. Some may see this as a ‘money grab’ issue, but if you don’t ask about add-on stuff your customer may need, they could go home and have forgotten to get an item they went out for. So essentially it could be a great means for building that rapport and trust that brings your customer back again and again. This reminds me of the age old question used in many customer service programs. When a customer goes to the paint store, gets the type of paint they want, the exact colour was matched perfectly, they purchase a drop-sheet, some paint stirrers, a ladder, a roller and tray, a paint scraper, some sand paper, some cleaning liquid and they pile it into the car. They get home only to realise they don’t have any paint brush. Whose fault is that?

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Article Tags: business growth, business sales, confidence, customer, customer service, Upselling



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