Selling techniques: Increase your revenue and improve customer satisfaction

Grow your business: Offer more and earn more, without being aggressive

Las upselling or upselling techniques are often misunderstood as aggressive or invasive. However, when properly implemented, they can be extremely effective tools both to increase the revenues of your business as to improve the customer experience.

We've all experienced some form of upselling, whether it's at a restaurant that offers us larger portions at an additional price or at an insurance company that suggests complementary coverage. These techniques work because, when properly applied, they benefit both companies and customers by providing them with more value.

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What is the upselling technique?

Upselling (or up-serving) is a sales technique in which additional products, services or add-ons are offered at a higher price, generating more revenue for the business. This technique isn't about being aggressive, but about helping customers get more value out of their purchase.

Practical example:

If you have a software company, you could use upselling inviting a customer to upgrade from a basic package to a premium one which offers more features, thus improving your experience while increasing your revenues.

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What is the cross-selling technique?

Cross-selling is a tactic related to but distinct from upselling. Instead of offering an improvement to the existing product or service, cross-selling suggests additional products or services that complement the original purchase.

Practical example:

A computer store could offer comprehensive insurance to a customer who has just purchased a laptop, adding value to the initial purchase and increasing revenues.

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How to implement upselling techniques: 6 effective strategies

1. It offers different service packages

One of the most effective upselling techniques is introducing your customers to various service options in package format, known as good, better and the best price. By offering three options with different price and service levels, you can guide customers to the package that offers the most value without looking pushy.

We call this anchoring bias, It is used to direct the customer wherever you want based on the price or type of product you're showing them.

Key to success:

The average package should have a slightly higher price than the most basic one, but offer much more value, thus encouraging customers to choose this option.

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2. Suggest additional or extra services

Tell your customers about additional services or updates that may improve your experience. For example, you could offer an extra hydrating treatment at a hair salon or a special fertilizer when mowing the lawn.

Competitive Advantage:

In addition to increasing sales, you let the customer know more about the options available to them, which can influence future buying decisions.

Read more about the importance of competitive advantage within the market.

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3. Keep your customers informed about all your services

It's crucial that your customers are aware of all the services you offer. The 6 words you never want to hear from a customer are: “I didn't know you did that”, since it means they could look for that service elsewhere.

Strategies to keep your customers informed:

• Regularly update your social networks with information on new and existing services.
• Optimize your website to include a detailed list of all available services and packages.
• Use email marketing to inform your customers about new offers, upgrade options, and more.

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4. Expand your services to solve customer problems

There are always opportunities to expand your service offering based on the needs of your customers. See and analyse if there are any services you could add to better satisfy your customers and increase your revenues.

Practical example:

If an appliance repair customer mentions that they have problems with their mobile screen, consider offering screen repairs as a new service.

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5. Research, get interested and get informed

Constant research on the needs of your customers is key to identifying new upselling opportunities. Communicate regularly with your customers to understand their needs and potential areas for improvement.

Methods for obtaining valuable information:

• Conduct surveys to discover what services your customers are most interested in.
• Observe while working with your customers to identify additional opportunities that align with your business.

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6. Empower your team to increase sales

Your team is the face of your business and plays a crucial role in implementing upselling strategies. Make sure they are well-trained to identify and take advantage of upsell opportunities.

Tips for engaging your team:

• It provides suitable tools such as phones or tablets to facilitate the submission of additional offers.
• Motivate your employees with commissions or incentives to get them excited about the idea of increasing sales.

Learn more tips on how to motivate your team.

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Upselling tips and best practices

Regardless of the upselling technique you use, it's essential to focus on the customer's original need. Upselling should be a natural extension of that need, not an attempt to sell something unnecessary.

Practical example:

If a customer visits a car repair shop to fix the air conditioner, the mechanic might suggest replacing some worn parts, but they shouldn't try to sell a completely new air conditioner if it's not necessary.

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Facilitate upsells with technology

The use of technological tools, such as a CRM (Customer Relationship Management), can greatly facilitate upsells. These systems allow you to make personalized recommendations based on the customer's purchase history, increasing the chances of successful upselling.

taclia as CRM:

taclia is a CRM software that provides the necessary tools for managing your invoices, budgets, services, employees and customers in one place, thus making it easy to customize and optimize your additional sales.

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Don't forget to follow up

If an upsell doesn't happen right away, don't be discouraged. The customer may need more time to consider the offer. Add a note to their file and schedule a follow-up to remind them of the proposal later.

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Conclusion: Use upsells to grow your business

The techniques of upselling are a great way to increase your revenue while providing more value to your customers. With the right strategies, you can turn these opportunities into a mutual benefit, ensuring that both your business and your customers win.

Remember, The key to successful upselling is to focus on customer needs and offer solutions that truly provide value to them. By doing so, you not only increase your revenue, but you also strengthen your relationship with your customers, which translates into long-term loyalty.