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How to Use Up-selling to increase Sales & Improve Customer Service

I recently started a weekly 30-minute planning and accountability session with a fellow business owner and we somehow ended up talking about sales. In particular, she mentioned her sister’s bakery that offers not only birthday cakes but a variety of accessories such as birthday cards, balloons and candles. It really brought me back to my McDonald’s days where it was mandatory to suggest 2 apple pies for $1.99, or large size your fries and drink for only 0.60  cents. Thinking back, that was and still is a great opportunity to increase revenue today. You see, you’re not really selling, you are simply complimenting an existing purchase- Up-selling! I’ve been doing this for years as a part-time server so for me, it’s become second nature and I have huge plans to continue offering complementary services to existing clients now. 

Here Are Some Tips on How to Up-sell or Add on to Your Services 

Create Packaged Tiers for your Offerings

Think about the range of customers you serve. From solo-preneurs to corporations to governments, and how you can provide something for your client range. Give the packages a name. for my all in one business management app, I offer The Gold Starter, The Gold Essentials and The Gold Business. So I have something for everyone who's looking an all in one business management app no matter if you have one client or hundreds.

Couple Products & Services

While you may offer services, there might be an option for other tangible upgrades. E.g. A therapeutic massage company might offer massage oils or even self-warming pads for an achy body. If you constantly think about client needs in your industry, you’ll be amazed at all the a la carte options you would come up with.

Recently, I have been working with clients that are not necessarily new to business, but new to transferring them into credible and trustworthy ventures so their clients get confidence in their offerings.  Due to this need, I have started offering a suite of new business services just for them! These include domain name purchases, business email services and even official registration offering. I don't just offer these, I guide them through the whole process and some I even manage on my client's behalf so they have one less item to worry about. 

Follow Up

In my follow up post, following up is a great time to offer your customers complimentary services. E.g. You have a client not completing their purchase life coaching courses, offer an upgrade that comes with monthly 1:1's so that they can accomplish their personal goals on time. You're not selling- you’re assisting your client on a more personal basis. It’s like going to the dentist for a cleaning and they discover a huge cavity, it only makes sense for the dentist to book you immediately for cavity fill. It has to be RELATED. You’re not selling- you are offering what’s best for the customer in that exact moment.

Just Ask

If you have a service where you book appointments, after the appointment during check out and a personalized conversation, ask to book another down the road. Clients want less to do and with one item out of the way, is one less item on their to-do list plus a sale for you. Talk about a win-win. I can spot a lost business opportunity anywhere and I see small business leave money on the table all the time.  Go ahead this week, see how many people will rebook with you when you ask in a month right away. Even if it's just one, it's one more sale.

When I was a server at Cora, my favourite up-sell was offering white cheddar and caramelized onions on top of home-fries that already came with the meal. I favoured this up-sell because home-fries were apart of almost every meal. I had an up-selling strategy as well and I could turn breakfast for 2 into a $60 bill and a $10 tip not to mention customers who had a blast with me.  I love selling, because it's not selling if you're offering is just right.

You might be thinking what the heck does up-selling has to to with client experience or customer service. It has everything to do with it! I still remember the day I purchased a pack of frozen chicken fingers and not get offered the plum sauce while cashing out. I was livid when I got home. Not sure how many people say no to plum sauce with fingers. How do you think my customer experience went? Not good and I never forgot. 

Benefits Of Up-selling

It shows that you are really being proactive about customer need.  

Make more money. Up-selling is a great way to increase customer lifetime value.

Customers become more aware of the other services you offer. Sometimes it’s not that obvious. 

Continue engagement and building rapport with your clients. Increasing touch points almost always result in more sales. 

I really hope you enjoyed this week's post, let me know what up-selling ideas popped up while reading my post.

Hello, thanks for stopping by, learn more about why I love client experience and truly believes it matters most for your business to be successful.

Thank you for reading my post. If one of my tips make you say ooh, go ahead and comment below. Can't wait to hear from you.

Shauna T.