Upselling your products or services is a great way to boost revenue. Unlike selling to new customers, you’re reaching out to those who already are familiar with your business. However, upselling is a technique that can backfire if you present options in the wrong way, and you don't want to alienate your existing customers with this technique. Here are three ways to avoid common upselling mistakes.
1. ACKNOWLEDGE THE CUSTOMER’S DECISIONIf your customer is happy with a specific product or service, and you steer them towards something different, they may feel like their first choice was wrong or ill-informed. Never present an upsell in a way that could embarrass customers. Acknowledge the good choices they've made, and present an upsell as a possible alternative with additional features that enhance the original product or service.
2. AVOID REFERRING TO ONE PRODUCT AS ‘BETTER’The way you contrast and compare your product offerings has a big impact on the success or failure of upselling. For example, if a new customer chooses a basic entry-level product and you suggest a “better” option, you may cause a customer to wonder whether the basic option is worth the investment. In some instances, customers may reject both the upsell and what they originally wanted, and you could lose the sale altogether. When talking about basic products and upsell options, present all features in a positive light. Don’t characterize one product as being better than the other.
3. LET THE CUSTOMER REACH A CONCLUSION ON THEIR OWNWhen you acknowledge a customer’s preferences and explain how product features can work for them, they will feel empowered to decide which product is best for them. That’s a much better way to upsell than telling the customer what they should do. To ensure future investments, always leave room for a down-the-road upsell. Explain to customers that as their business grows, you have additional product features that may be beneficial to them in the future.
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