Upselling and cross-selling: happy customers and more turnover in one

Upselling and cross-selling: happy customers and more turnover in one
Meanwhile in Snackbar Jan. Jan: “So, sir, you want three fries. I assume you want mayonnaise with that? Fries without a snack are like a bicycle without handlebars, my wife always says. Would you like to add three XL frikadelle specials? Shouldn't you miss a drink for thirst? And do you want to eat the fries cold or warm when you are at home? Warm... that's what I thought, then we'll just add a Snackbar Jan warming bag for a few extra euros. Anything else?"

This is an example of a snack bar owner who has mastered the art of upselling and cross-selling. If you do not have the skills of snack bar owner Jan or no snack bar at all, but as an e-commerce company you are curious about how you can increase your turnover and customer satisfaction with upselling and cross-selling, then the tips below can help you on your way.

Upselling meaning

Before we continue, first briefly explain the meaning of upselling. Upselling is a sales technique in which you offer customers an upgrade of an existing product: the mayonnaise with the fries. Airlines do this, for example, by offering a seat with extra legroom and Apple markets Pro models of telephones and computers with slightly better specifications.

Cross-selling meaning

Cross-selling is not about upgrading a product, but about offering a completely new product to a customer: often related to another chosen product. So the customer buys a laptop and you offer it a laptop bag, or paper at a printer, socks with running shoes and so on.

6 tips to get more out of upselling and cross-selling

1. Be relevant

Sauce is a relevant upsell for fries and a battery for a digital camera. Think carefully about which of your products belong to one group and try to offer the most relevant products to your customers.

2. Limit the choice

The bigger the selection the better, right? This is certainly not the case in the case of upselling and cross-selling. Marketing research shows that it works better to show a limited number of products when upselling and cross-selling. The customer will then more quickly make the choice to quickly purchase that product: especially if it (tip 1.) is relevant.

3. Offer bundles

No matter how relevant your upsell or cross-sell is, the price will increase and the customer does not always want that. To give your customer a financially attractive choice, it can help to offer the product in a bundle at an attractive price. This sales strategy is also called 'product bundling'.

4. Make it personal

Even though customers choose to buy online, they still want the most personal shopping experience possible. You can do this, for example, by sending customers a personal message while shopping online, recommending a product or asking if they need help. WiQhit is an example of a tool that allows you to organize this process smartly and automatically. It also helps to translate the service experience that people have in a physical store to online as much as possible. 'Guided selling' can offer a solution here: check out Aiden's tool, for example.

5. Use smart tools

Above we already mentioned two tools that you can use to get more out of your upselling and cross-selling: and they are not the only ones. In today's digitalized world, there are more and more software tools to intelligently automate marketing processes: make use of them.

6. Dedicate your customer service

Good customer service can give your upselling and cross-selling a big boost. It is important to have as much information as possible from a customer, so that you can offer him or her a tailor-made product. With Belco's customer service software you can automatically see a customer's most important data, for example the contact and order history, on the so-called customer card .

By actively thinking along with a customer, you can offer an upgrade or an extra product based on a service idea instead of a sales idea.

Do you have any questions regarding this blog? Let us know! Wondering if Belco is something for you? Try our software for free for 2 weeks and experience what it's like to work in an all-in-one customer service environment.This trial is completely without obligation and stops automatically after 2 weeks.