How to Upsell: 7 Ways to Build Trust With Your Customers
Have you ever been in a situation where you were trying to upsell a product or service, but the customer just wasn’t biting? It can be frustrating, especially if you’re confident that what you’re selling is exactly what they need. How to upsell successfully to your customers depends on building trust with them.
If your customers trust you and believe that you have their best interests at heart, they’ll be much more likely to say yes to your offer. So how do you build trust with your customers? Here are 7 tips on how to upsell:
What is upselling?
Upselling can be a great way to increase sales while also helping customers get the products they need. By offering a higher-priced version of an item, you can help shoppers upgrade their purchases and get the most out of their shopping experience.
The two tactics of increasing sales while helping customers can be done correctly to achieve the same goal.
It’s important to know when to up-sell or cross sell. Do it at the wrong time and it could damage your relationship with the customer.
If you try to sell a customer something that isn’t right for them, or if you come off as too aggressive, you risk losing the initial deal.
The most important part of sales is making sure you’re providing value customer services. While making a deal that will benefit you is important, it’s even more important that the customer is happy with the deal.
a. Does the product complement the item that the customer is buying?
Upselling and cross-selling can be extremely effective selling techniques, but only when they are done correctly. Make sure that when you upsell or cross-sell an item, it is relevant to the original purchase. This way, you can be sure that you are offering your customers products that they will love and use.
b. Will this product really benefit them?
While adding on accessories or complimentary products to a product can be a good idea, it won’t always be helpful to your customer. For example, while a particular lens may work well with your camera, if the customer doesn’t need it, it won’t be useful to them.
Before selling a customer more merchandise, get to know them first. Ask how they plan on using the product and if there are any items that would complement it. This way, you can provide them with products that they will actually benefit from.
c. Are they open to spending more?
If a customer has made it clear to you that they are only interested in buying one specific item, then don’t try to sell them any other products. This could lead to them feeling pressured and uncomfortable, which may result in them leaving the store.
If you answer “yes” to all three of these, then you can go ahead and recommend any upgrades to the product. And to help boost your closing rate, here are some customer upselling tips you can implement into your process.
How to Upsell: 5 Upselling Techniques for Salespeople
Upselling is a win-win situation for both sales reps and their employers. It increases your revenue and customer retention.
However, some people may be turned off by upselling because it can sometimes feel like you’re being sold things you don’t need or want. Because of this, many salespeople find that they experience a resistance when attempting to sell more to a client. This occurs because the client senses that the salesperson is trying to sell them something, and resists or pulls away.
When trying to up-sell a client, it’s best for your sales team to be upfront with customers and only suggest products or services that you think will be of value to them. By being transparent and only recommending what you truly believe in, you can maintain the trust you have with your client and avoid putting them under any undue stress.
Here are 8 of the top upselling techniques that you can start using today.
1.Cross-Selling – The Key to Cross-Selling
Technically, cross-selling is the process of offering your customers products and services that complement the ones they’ve already purchased. But it’s really just a variation of upselling, with similar benefits.
To successfully sell more products, you need to pitch them in a way that relates back to their original purchases. For example, domain registrars like name.com will register your new website’s name.
Cross-sales and up-sells are quite common. For instance, electronics stores will often offer a “warranty” or “replacement plan” that will cover the cost of fixing or replacing the item you bought.
Offering additional products or services to your customers is a great way to boost sales. By offering them products that are relevant to their purchases, you can ensure that they’re getting the most out of their order. for example, As you checkout, we also offer other domain variations, better security features, or additional email addresses.
2. Ways to Improve Your Upsell Timing
If you’re trying to sell something, it’s important to time it right. Don’t give the customer a reason to say no.
After the customer has purchased, focus on up-selling.
Don’t try to force an up-sell on a customer. Instead, first close the sale, then follow up later with the up-sale.
Make it easy for the person to say yes again in the future.
As a sales professional, it is important to keep track of your client’s progress in order to time your next upsell correctly. By helping them achieve their goals, you make it much easier to upsell in the future.
After you show your skill and usefulness, you can talk more easily about future chances.
Once you’ve reached a certain number of customers, it may actually be worth upgrading your service or purchasing other value added services.
3. Ways to Improve Your Sales Conversations
The Socratic Method involves asking questions and answering them in order to draw someone out. This can be used to uncover any hidden assumptions.
When you speak with a medical professional, think of it as an opportunity to ask important questions. By asking the doctor questions, you can gain a better understanding of why you need it.
Instead of pitching your product right away, try asking more questions after your initial sales pitch. You might uncover more upselling opportunities.
If things go smoothly, then you can continue your conversation in a more normal way.
4. Ways to Build Trust With Upsells
To close an up-sell, you should create a feedback system in your sales pipeline. This will make it much easier for you to know whether or not the customer is interested.
After 45-seconds, it’s wise to re-engage with the person you’re talking to by asking them how their day was, what they’ve been up to, or what their plans are for the upcoming weekend.
Does this make sense to you? Does this work?
Keep them engaged by getting them to say “yes” or “okay” or “I understand”. These are small moments where you can close the deal.
They build trust with upsells by making it easy for them to say yes.
It’s a good idea to prepare for common objections to your sales pitch. That way, you’ll be ready to handle them if they come up.
Offering a money back guarantee can help alleviate any hesitation a customer may have about purchasing an up-sell. Make it as easy as possible for them to decline the offer.
Offering a money-back guarantee can work wonders, as can offering a free trial.
When presenting new products or services, be sure to provide some sort of proof of success. You can do this by including client testimonials, sharing relevant case studies, or mentioning any press coverage.
5. Show Compassion & Empathy
People like to buy from people they like. If you come across as being too greedy, you will lose the sale.
Don’t talk about yourself. Instead, focus on your prospect’s challenges, needs, and questions.
Building trust with your customers and showing them that you care goes a long way in closing sales.
Remember that you shouldn’t try to push an up-sell on a customer. Instead, focus on their long term value and benefits.
If something seems off, then say something. Something like:
It sounds like you’re going through a tough time. I’m here for you and I want to help however I can. Please let me know if there’s anything I can do.
Sometimes, it’s helpful to cut right to the chase – this gets straight to the point and provides a human interaction. Chances are, they will tell you why they feel off and allow you to continue your sales pitch.
If you get a positive reaction, you’ll know that you’re onto something with the upsell. If you get a negative reaction, you’ll know that you’re not wasting your time with the upsell.
Now you know how to upsell your customers. By following these upsell strategies you will be good to go. To build trust with upsells;
1. Show compassion and empathy. Put yourself in your customer’s shoes and understand their needs.
2. Be transparent about what you’re selling. Don’t try to hide the ball or mislead them in any way.
3. Offer a money-back guarantee or free trial period so they can see for themselves that your product is worth the investment.
4) Build rapport by getting to know them as a person, not just a potential sale. Find out what interests them and connect with them on a personal level