How to Upsell and Cross-Sell

1. Know which one gets results.

2. Offer upsells and cross-sells that make sense.

3. Be honest.

4. Demonstrate value.

5. Reward loyalty.

1. Know Which One Gets Results

You don't want to bombard your customers with product suggestions after all, they've already made a purchase from your company, so you're trying to help them achieve more success by offering other suggestions they can use. With limited opportunities to upsell or cross-sell, you want to use the technique that will get the best results.

It's probably not surprising that upselling works better than cross-selling. Once buyers have a product in mind, they don't really want to be distracted by something else. A product or service that makes their first choice better, though? That's something they can usually get on board with.

Sometimes, up-selling isn't an option, though, as in the previous example of shampoo purchases. A cross-selling suggestion could still make that shampoo selection better. With a conditioner, frizz control products, curl enhancing sprays, and other items, you can help the buyer make sure they're fully happy with their hair after the purchase.

2. Offer Upsells And Cross-Sells That Make Sense

If you've ever waited on the phone for a customer service representative to help you solve a simple problem, only for them to offer a million "opportunities" before asking for your information, you can understand the frustrations your customers might feel. Suggesting a cross-sell or upsell could endanger their relationship with your company.

Your suggestion must fit the customer's exact needs at the very moment he or she is discussing them with you. Listen for signals like "I wish I could do X" or "Next we want to try Y" to give you an idea of if your customer needs more to achieve their desired results. Actively listen to their needs and desires, determine which of your products or services could help them, and offer a cross-sell or upsell.

3. Be Honest

If customers feel at any point that something's not quite right, they'll bolt. The more open, honest, and transparent your sales team are during the purchase process to find a good fit, the more likely those customers will stick around and become loyal advocates.

Be up-front and honest with customers if you try to upsell or cross-sell while in communication with them. Transparency about pricing, contracts, and more will build rapport with your customer and could make it more likely that they purchase you upsell or cross-sell offer.

4. Demonstrate Value

Once you've determined that an upsell or cross-sell offer makes sense for your customer, your work isn't done. You need to make sure you can demonstrate the value the additional product or service would add for your customer.

You can use things like customer case studies, testimonials, and even positive customer reviews to show your customers how they can use the additional product you're pitching to achieve their goals. If you have data about the increases in KPIs customers can achieve using your product or service, share it. Make sure the value is clear to your customers so that they can make the decision on their own.

5. Reward Loyalty

If you successfully close an upsell or cross-sell: congratulations! But ,your job still isn't over yet.

You've successfully convinced a customer to spend even more money on your deal on top of the money they're already spending on the primary product. You should make sure to reward your customers for spending more and for trusting your consultative guidance.

When a customer takes an additional step with you to spend more and remain loyal, take initiative and reward them for it. Some ideas for showing your thanks could include:

• Sending them a thank-you letter.
• Sending them a piece of company swag.
• Offering them a gift or discount code for a future purchase.

With these tips in mind, you just might be able to increase your revenue through upselling and cross-selling. Just remember that these should always come second to the primary purchase and you'll be just fine.