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What cross your mind when you hear 'UPSELLING'?
Before we dig in, let's understand the definition of UPSELLING, according to two big companies focusing on sales and customer service.
Upselling is a sales strategy that involves encouraging customers to buy a higher-end version of a product than what they originally intended to purchase.
Upselling is a sales technique where you try to sell an advanced or premium version of the product or service the customer is using or trying to purchase.
Notice the word 'STRATEGY' and 'TECHNIQUE', which means that upselling is
a skill that can be learnt.
To enhance customer experience
To enhance customer experience
Our main, top-of-mind goal is all about what our guests will experience from our product & service.
To showcase
To showcase
Upselling is a great way for you to showcase your services and product range, offering more options to your customers, who might not be aware of the upgrading options.
To boost your revenue
To boost your revenue
Revenue will flow in when guests have the best experience.
Without experience, guest will easily find another company who can give what they expect.
The probability of selling to an existing customer is 60-70%, while a new prospect is 5-20%.
So...here are some guidance on how to increase you probability to sell.
1. Know Your Product Inside Out
1. Know Your Product Inside Out
It’s important to be well informed about the product or service you are selling and prepared to help customers and offer individualized support as needed.
If you are unable to answer questions or address individual issues, they could lose faith in your company or product.
2. Know Your Customer & Their Needs
2. Know Your Customer & Their Needs
Thorough knowledge of your clients is essential to upselling. Understanding customer wants, needs, and preferences increases their trust in your relationship.
How do we know our customer?
Communication
Listening
Observation
3. Make Suggestions Based on Customer Preferences
3. Make Suggestions Based on Customer Preferences
Customers can easily be alienated if they feel like they are being pushed to buy something that they don’t need. Instead, it should be clear that making the purchase provides them with a real added value.
Make customer service a priority – remember rule #1: to enhance guest experience
Upsell, don’t oversell
Upsell that is too expensive from the original purchase could drive the customer away. The general rule of thumb is that an upsell should not increase the total price by more than 25%.
4. Know Your Timing
4. Know Your Timing
Pay attention and observe the guest situation before trying to do any upselling.
Make sure the guest can listen to your upselling pitch and not distracted by other things.
For example, when your guest in the restaurant look busy with the laptop or phone, or when their kids are catching their attention, wait until everything is settled down, then you can try to open the conversation and start upselling.
5. Know Your Pitch
5. Know Your Pitch
When you approach your customer with an upsell, it must be perceived as a service to meet their needs
The best pitch is when your upselling deal is offered as a solution to a problem
6. Practice
6. Practice
Create your own pitch, googled the perfect words
Practice with your friends as a team before your shift
Create your own upselling pitch within your own department
7. Set the Target
7. Set the Target
Set a realistic target for your yourself/team
Monitor the progress and the result
Evaluate and make improvements
GROUP EXERCISE
GROUP EXERCISE
Work as a group within the same department.
Select your upselling product and create your own upselling pitch
Set a realistic target for yourself/team for the next 1 week or month
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