When You and Your Customers Make the Products Together

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So how do you upsell—and make customers happy doing it?

But what are the different upselling techniques and which one is right for your business and customers? This item might have been overlooked by the customer. These are combined together and sold as one product, usually at a discount. Similarly, companies make the mistake of offering too many discounts, thereby cheapening their product in the eyes of the customer.

This should be based upon your product and your experience selling it. From there on, you can pair products together based on your margins and ultimately what your customers want. Decide whether to cross-sell, upsell, or bundle. Remember to only upsell items that will add value to the customer experience. Determine how to do it. The most common way to upsell is during the conversion process: at the signup stage, checkout stage, or payment stage.

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How to Upsell the Right Way - Keap

You must strike a balance, too: if you bombard customers with promotional messages at the wrong time, you will just turn them off. When they require clarification about a feature or are looking for a solution, an upsell can be used to point them in the right direction.

How to Understand Your Customer So Well That Your Product Will Sell Itself

Best of all, it solves a problem that they had in mind when contacting you in the first place. Think of transactional emails you send to the customer such as receipts, invoices and notifications. It may seem like strange advice at first. Why should you downsell at all? By listening to your customer you may realize that they have no need for your higher priced option. Upselling and cross-selling have obvious benefits for any company, no matter what the industry: more revenue.

The problem is, savvy customers can see right through the "You may also like … " line, and often stick with the original purchase. And this can feel even tougher if you work in customer success -- where your job isn't technically sales, but you might find opportunities to make sales in your calls or emails with customers. For example, if your customer has successfully enjoyed using your product for a few months, you will be the best person to mention another product they can use with it -- or alongside it -- to get better results.

When you can convince your customer that your suggestions are for their benefit, then you can master the art of upselling and cross-selling. So, how can you go about doing that? Keep reading to learn how to use upselling and cross-selling to your advantage.


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Upselling is encouraging the purchase of anything that would make the primary purchase more expensive. Cross-selling is encouraging the purchase of anything in conjunction with the primary product. For example, it would be upselling to offer the purchase of ink with a printer, but it would be cross-selling to offer the purchase of a scanner with a printer. Cr oss-selling and upselling are often used interchangeably, but different scenarios with different customers can call for one specific approach over the other.

The word "upsell" is applied to pretty much any instance where you suggest or push a product in addition to the one being purchased. By knowing the difference between upselling and cross-selling, you put yourself at an advantage. Upselling is encouraging the purchase of anything that would make the primary product more expensive. For instance, a camera might come with an offer of batteries, and a printer purchase might prompt the suggestion for ink.

Cross-selling is the suggestion of any other product to be purchased in conjunction with the primary product -- a scanner suggestion when a printer is purchased or a conditioner suggestion when shampoo is selected. 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. Once buyers have a product in mind, they don't really want to be distracted by something else.

1. Focus on the shopping experience, not the buying experience.

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.

Want More Product Recommendation Tactics?

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. If you've ever waited on the phone for a customer service rep 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.

Your product should not look or feel complex. It could be the design, usability or even extended warranty. Make sure you provide at least one WOW element with your product. Competition is tight, and you need to work out ways to can cut down the manufacturing cost and deliver the best experience to your customers without charging exorbitant prices.

This is the era of customisation and personalisation.

Offering such an option instantly makes your product popular among your target audience. Incorporate live chats across all social media platforms, easy return policies and flexible terms of purchase to ease the buyer experience. Make your product convenient to purchase across all platforms, whether it is the offline store or on your website. If you are selling something that doesn't already exist in the market, make it a point to educate your customers by sharing relevant information through blogs, video marketing and other sources.

Keep them engaged with interesting facts about your product. Create visual stories that attract your target customers.

Ecommerce Marketing Essentials: 17 Actionable Tactics to Drive More Sales

Your advertisements should leave people feeling good about their purchase. Creating sad and antipathetic campaigns will only backfire and negatively impact the credibility of your business. Putting up behind-the-scenes videos, introducing your staff and sharing real testaments are great ways to make people fall in love with your brand. Contribute to social causes. Find a niche that has less competition and create solutions that cater to the needs of the masses.

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