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Up SellingorCompleteSelling:
Lets Sell
Just OneMore Thing
http://www.flickr.com/photos/cgoulao/407196929/
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Customers Desire Up Selling
One of the common blocks for most sales people is that they
perceive up selling as irritating & undesirable to
customer
On the contrary customers desire cross selling &
up-selling
88 percent of customers value service reps who suggest
alternative
products or services that better meet their needs
73 percent are interested in learning about new products or
services the
company is promoting 61 percent tend to ask service reps about
these products and alternatives
Customers not only engage in sales discussions with service
reps, but they
also buy
42 percent of customers said they purchased additional products
or
services sometimes or frequently
Worldwide Survey of Consumers by The Forum Corp.
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http://www.flickr.com/photos/peoriaphoto/176296901/
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Up Selling Helps the Customer
When you Up-sell it's a way to further help your customerto
be more powerful, to enjoy more benefits, to maximize
theusefulness of the products or services
You are making informed suggestions as a knowledgeable
representative
Why dont you open an FD to put in your excess cash in the
bank
account You are apprising customers of options they may not be
aware of
Offer Buy 2, Get 1 Free
You are often anticipating future needs
A tie to go with the 3 piece suit that you have brought
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Up-selling is Complete Selling
Up selling is "complete" selling
If you are selling a matching tie with the three piece
suit,uncovering a need by asking the question leads to complete
selling
From the customer's standpoint, completing a satisfactory
purchase
Saving his an additional trip to buy the tie
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http://www.flickr.com/photos/18727335@N02/2742524821/
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Why Complete Selling
Why complete selling is so profitable: Caselet
Customer buys a bike with EMI of Rs. 395 for 48 months.
Very little resistance to adding Rs. 10 to the monthly payments
for
anti-theft locking system.
For you, however, that additional sale is significant,
Adds up to a Rs. 480 sale, with a huge profit margin.
It only takes 30 seconds to make that extra 480 sale, then
you're
making more money for the company than with any other activity
youdo.
If your salary is Rs. 30 per hour then doing the math, the 60
seconds you
take to up-sell costs the company about 50 paise.
If it only costs the company 50 paise to make Rs. 480, that's a
huge return
on investment.
The fact that it's attached to a 25,000 sale is completely
irrelevant. So, complete selling is one of the highest and best
uses of your time.
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Complete Selling: Types
Sell more of what your customers are already buying
Customers have certain buying habits OR generally there are some
hotselling items (based on sales data)
Other music CDs featuring your customers' favourite artists
Software companies are buying training in grooming &
etiquette
Sell complementary products and services
Products that can be sold in conjunction with other products
Fries/Potato Wedges with Burger
Easy up-sell that can be made at the point of purchase
Music CD + CD carrying case
Introduce non-complementary products and services
Current customers posses a degree of trust in your business and
this canbe converted into sales of products not directly related to
the customers'existing purchases
customer who typically buys music CDs can be introduced to
videotapes andDVDs
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Complete Selling :Points to Note
Be prepared with positive aspects when selling expensive
alternatives. Customers will ask why they should choose these
Why should I buy Polaroid glasses instead of plain
Recognizing sales opportunities is a matter of observing
bodylanguage and reading customers
Signals to look for : uncertain body language, looking around,
scanning thecounter , hesitation in ordering, or studying menus for
a long time
Excellent service would be to go and sell to these customers
Remain in Control
One of the key phrases that will end a large, multiple-item sale
with awhimper rather than a bang isWould you like anything else?'
This is notproactive and does not put you in control."
Instead, says salespeople should take the lead.
Some phrases :
Would you like [product X] with your [product Y].(Example: A
Pepsi to go with Crisps.)
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Three Mistakes in Complete Selling
The 3 biggest mistakes :
1. No attempt is made to up-sell or cross-sell
2. The salesperson comes across as being pushy
To avoid sounding pushy, particularly if the up-sell requires
some
elaboration, ask for the customer's permission to describe
it
Continuing to sell after the customer says hes not
interested
3. The up-sell is made in an unconvincing manner so the
customergenerally refuses
Service through sales not ingrained
Little product knowledge
Emphasizing features rather than benefits
Selling something that the salesman would not buy himself
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Master Sun Projects
Large & Medium Cap Companies
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You see, all the right things are written in books and
research papers.
The trick is to ensure that there is no gap between
what is written in the books and your vision; from
what is happening on the shop-floor and what is going
on in the marketplace.
That is execution. That is what makes the difference
Mukesh Ambani
www.mastersungroup.com
[email protected]
Sarvajeet : +91 9920803060
Jasravee : +91 9892301590Office :+91 22 65209702
mailto:[email protected]:[email protected]
