I don’t know how you might feel, but when I hear the word “upsell” I immediately go to vignettes of people thinking they’re just trying to be sold something. Let’s be real: there may be an element of truth to this, but what really matters is the intent of the upsell.
When we personalize a purchase and plan to execute a buy, we normally want the biggest bang for our buck. I’m not sure we’re going to go right after the absolute cheapest product on the shelf, but I guess that depends on the product, right? So then this becomes a conditional thing in that depending on the nature of the product, we internalize a kind of upsell to ourselves.
Yet, it is often the case when someone else presents choices in the good, better, best divisions, we often take the good based on cost, sometimes paying the price for our decision. Strange how it works.
The other night my wife asked me to go out for a half gallon of ice cream. Of course I complied. As I was exiting the front door she reminded me to be sure and buy the premium vanilla, not the basic private label. Upsell.
At the gas station we make the choice of premium, regular, or mid-grade fuel. Easy-peasey when it’s our own choice to make. By the way, every time I go into our local gas station to buy chewing gum or other things, there is a basket of individually-packaged Kellogs Pop Tarts® in the center of the counter between the cash registers. Without fail the attendant asks me if I’m interested in one for a dollar. I say no, not to spite, but because the attendant is offering me the opportunity to accept or refuse, and I respect that, then offer an answer. My guess is statistically there are some pop tarts being sold because of consistency and the desire to ask in the form of helping, not bothering.
Truth is, upselling is ingrained in us, whether we upsell ourselves, or someone suggests a better choice.
When we upsell, we must know that at the very core the mindset should be to help others by offering them the right to refuse. And if they have questions about any of the choices, we are prepared to answer with productive, informational, evidential details providing the very best platform for them to use in finalizing their choice.
There’s always going to be a time when we are subject to a budget. That is a fact of life. But knowing what’s available always helps.
Remember, upselling isn’t selling, it’s educating and helping. What’s more, you’re empowering the guest to make and own a decision.
Think about the product(s) you represent. There’s a beauty to knowing what to recommend to guests/customers, that by suggesting a better, more fitting product (yes, sometimes more expensive) is not a hindrance, but a help. Often the information we provide becomes the driving force to a decision.
Want fries with that coke?