Getting Comfortable With Upselling

Getting comfortable with upselling

Would you like fries with that? If you’ve ever been to a fast-food restaurant, you have likely heard those words before. This is a classic example of upselling, a sales strategy that businesses use to introduce clients to additional products and services. While you may not be in the fast-food industry, upselling is a valuable strategy for your business. It gives you the opportunity to increase sales and generate more revenue while providing your clients with products and services that they need. Use the following strategies to confidently and effectively upsell your clients.

Options Are Key

Many businesses feel uncomfortable upselling to clients because it can be perceived as “pushy”. A good tactic to move from this uncomfortable feeling is to instead approach upselling as simply providing your clients with options. If you identify an opportunity to sell your client a product or service that you feel better fits their needs, simply use the phrase: “We offer another option that I think you would like.” This subtle shift in language portrays your business as helpful and serves to please your clients. Creating a better option is after all the backbone of upselling.

Judge Wisely

All of your clients have one thing in common: they don’t want to be sold a product or service that they don’t need. Before attempting to upsell your clients, you need to first identify if it is relevant to their needs. If a salon client has just received a new haircut, it’s not exactly relevant for the hair stylist to suggest hair extensions. In this example, suggesting a new hair color or highlights would be a better upsell choice. Upselling relevant products and services will help generate more sales for your business and improve overall client happiness.

Show The Bigger Picture

The key to completing an upsell is making sure that the client can see the big picture behind your suggestion. If you simply suggest an additional product or service without any context, clients are likely to decline. Clearly explain why you think the upsell is a good idea. Pitch the idea behind the upsell, how it will be beneficial in the long-run and provide as much detail as possible. When the client can see the big picture, they will start to believe that the upsell is a good idea too.

Once you get in the habit of accurately identifying upsell opportunities, suggesting additional products and services to your clients will come naturally. By using the strategies above you can create a better experience for your clients, resulting in a huge win for your business.

Don’t be afraid of customer surveys

Don't be afraid of customer surveys

Customer satisfaction is the most important aspect of your business because without loyal customers your bottom line will suffer. The strategy behind keeping your customers coming back is ensuring that each touch-point in their journey is positive. Your business can track their satisfaction with customer surveys, a method that may make you nervous. But don’t be afraid of customer surveys. They can expose issues you may be unaware of like long hold times for phone calls.

Here are some reasons why you shouldn’t be afraid of customer surveys.

Your online reputation will be protected

As customers are checking out at the end of their visit, have your front desk hand them a customer survey. Keep it short with 5 questions or less to ensure they complete it before they leave. This will give them the opportunity to critique any part of their visit that didn’t go well, and most likely prevent them from complaining about it on social media since they already got it off their chest.

For customers whose satisfaction surveys are positive, your front office can utilize that to boost your business’s online reputation. The strategy is simple: send a daily or weekly email to happy customers asking them to leave you a review on Yelp, Google or any review site that is important to your business. Link directly to that site within the body of the email to make it as easy for the customer to complete as possible. This can be done more efficiently with an automation software.

The feedback can help your business

Surveys can expose process or team issues, as well as highlight an employee’s exceptional performance. Review your customer surveys once every quarter and meet with your team to go over good and bad experiences that stood out. It could serve as a training session in ‘what to do’ in situations that have arised, or may arise in the future.

At the end of the year you can also recognize an employee who handled a difficult situation well, or helped pave the way for a more efficient process that needed adjusting.

Customer surveys are a way to empower you and your staff with information on what your customers are truly expecting. Spend time perfecting the questions you will ask, and consider leaving the last question as a free form field so that the customer can be specific in what worked or what didn’t.