Female employee upselling a customer.

Boost your sales with upselling and cross-selling

Getting new customers is crucial to your business, but making the most of your existing customer base is just as important. Upselling and cross-selling are popular sales techniques that not only enhance your customers’ experience but can also boost your bottom line.

The best part? Upselling and cross-selling are easy to do. With a few simple tactics, you can drive more sales and maximize the value of each existing customer you have. Let’s look at what upselling and cross-selling are all about and how you can apply these techniques to your business.

What is upselling?

Upselling is when you encourage your customers to purchase an upgraded or more expensive version of your product or service.  By offering an upgrade, extra, or premium option, you can both increase the value of their order and generate a larger, more profitable sale.

For example, let’s say you own a personal training business. Upselling would be to offer your customers an option to upgrade their package at a discounted price (four training sessions a week versus three). With upselling, you’re not only providing more value, but also increasing your revenue from an existing customer.

What is cross-selling?

Cross-selling is when you encourage your customers to purchase additional products or services related to their primary purchase. Let’s say you own a coffee shop, cross-selling would be to offer your customer a small pastry or snack to go along with their drink.

Cross-selling works best when the additional product or services you’re offering is of a lesser value than the initial product. And as you get to know your customers and build a relationship with them, it becomes easier to make recommendations that help provide value and enhance their experience.

Quick tips for upselling and cross-selling

Are you ready to start implementing upselling and cross-selling into your sales strategy? Here are a few tactics you could use:

1. Add premium options: This one’s a no-brainer. Offering a premium option allows you to tap into a customer base looking for higher quality, advanced features, or a superior customer experience.

For example, let’s say you own a car detailing business. Of course, you would want to offer different packages at different price points. But you should also include a premium option with all the bells and whistles that would attract a more discerning customer willing to pay top dollar.

2. Offer incentives: Offering a discount is a great way to encourage upselling and cross-selling. And the best tactic to entice customers with a relevant offer is to run a small discount or promotion. You already know your customer is interested in your product or service, so a discount could be the push they need to increase their order value.

For example, let’s say you own an online clothing store. When a customer purchases a pair of pants, you could have a pop-up appear on the checkout page that offers them a deal on a complementary T-shirt. Pop-ups are great because you can have a relevant upsell or cross-sell offer displayed to each customer on your site without having to reach out to them personally.

3. Try bundling: Bundling is simply putting together packages that combine complementary products at a slightly discounted price compared to purchasing them individually. This way, you can highlight the value of getting more for less.

One example would be if you owned a landscaping business, you could bundle a package that includes lawn care and tree pruning. Chances are your customer will purchase both if they can do so with one single purchase versus two.

4. Provide a loyalty program: Loyalty programs can be an excellent avenue for you to upsell and cross-sell to your customers. By offering rewards and discounts for repeat purchases, you can motivate customers to keep coming back. It’s also a great way to get your customers to try new products or services.

Let’s say you own an online gift shop. You can offer a loyalty program framed as a “VIP Club”, where members get early access to new products, enjoy member-only discounts, and receive personalized recommendations based on past purchases. It’s not only a great way to retain customers, but also an enticing way to attract new ones.

5. Send follow-up emails: Email marketing can really help you upsell and cross-sell to your customers. Whether you send one right after a customer makes a purchase or further into the customer journey, one effective way would be to automate the process.

For example, let’s say you own a house cleaning business. You can send an automated email promoting related services such as window cleaning. Or you could send one offering a limited-time upgrade opportunity, like a deep clean versus a regular one.

The bottom line

By implementing upselling and cross-selling strategies effectively, you can tap into the potential for increased transaction values, improved customer experiences, and the development of long-lasting loyalty. The most important thing to remember is to not only focus on making more sales, but providing your customers with real value.