Do you (or the people that you manage work in a Call Centre, Help Desk…
Hopefully, you’ve had a chance to read my earlier Blogpost #9 SalesKerplunkaFunnel (click here to get to it quickly, this Blogpost and the following 8 will probably make more sense if you do)
You may be surprised at this stage to see an over-sized burger and a hot apple pie, but this is to demonstrate the difference between Up-selling and Cross-selling.
Think about it, if you went into a famous burger chain and the counter assistant said “would you like to go large on that?” – that’s Up-selling.
If they said would you like a “burnie hot apple pie with that?” – that’s Cross-selling.
Think about what you can do to encourage customers to spend more money with you. Do you have a package or service that may be larger in size or more deluxe – where the customer would be willing to pay a premium for a larger package or for an additional service? You will, of course need to be careful that the product or service matches the customer’s needs and wants – if not they may feel cheated or over-charged for services that they do not need.
Do you have additional products or services that the customer isn’t aware of but they may find useful – the last thing you would want is the customer going elsewhere not knowing that you could have provided that service.
If they have faith in you, they could well see you as a one-stop shop – they have done all the hard work finding you and you have done the hard work up until now providing a great product or service, why would you not want to develop that relationship?
Remember, you are looking to develop a relationship, not just see your customers as one-off transactional buyers – where’s the customer or brand loyalty in that?