In Part One it was suggested that whether in the context of an airport newsstand, the local fast food joint or many other business situations, upsells – the selling of an additional product or service (typically related to the original item purchased) either at the time of the sale or immediately afterwards – is a true double win; after all, it provides added value to the customer and extra profit for the business.
So, how should this be handled?
If you’re the Seller: Offer your upsell item or service, but “never” inappropriately pressure the customer into buying it. Not only is it unethical, but this will offend your customer, create bad will and lots of “negative-PR” about you and your company. On the other hand, when handled correctly, your customer will be filled with thanks and gratitude and positive word is even more likely to spread
If you’re the Customer: Understand that you have a choice. You don’t “have” to purchase the upsell item or service just because it is offered. Weigh the pros and cons and don’t be pressured into an immediate answer. It may be for you or may not be (for example, a service warranty might be a good choice if you’re security conscious, but not a good choice if you’re price conscious).
The choice is yours. If you feel any inappropriate pressure or you simply don’t want it, just very politely say, “Thank you. I appreciate your kind offer but I’m going to pass.”
As a business person, ask yourself, “What do I sell that lends itself to an upsell of some sort? What could I offer to dramatically heighten my customer’s buying experience or, at the very least, benefit him or her in some way? Then, see how it works. If the results aren’t what you want, try something else. Test, test, and then test some more.
Then teach everyone in your company how to be like Gail, the cashier and sales professional at Hudson News.