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It's a matter of trust

Since a company has spent time building a relationship with a customer, trust is already a given.
Satis ed customers already know that the company they are dealing with can provide them with
high-quality products and services, and based on their relationship, they expect to continue to be
satis ed.

Upselling, however, is not just another sales strategy, but more of a delicate balancing act. No one
likes to feel cheated or treated only as a source of pro t. Because of this, upselling is based on
relationship rather than persistence, which could include a series of discounts, exclusive offers,
special prices and incentive programs. An example would be a discount given to the customer if they
refer the company to a friend, or a loyalty program where customers can earn points to claim a gift
or reward. Therefore the customer should feel that they are getting something of greater value and
feel good about their choice.

Cross-Selling Example

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Upselling or cross-selling?

While closely related, cross-selling and upselling have differences, since upselling is about upgrading
the company's relationship with its customer, while cross-selling is about adding a related service or
product that may (or may not) be cheaper or necessary.

• 20% to 30% of most revenue is generated through upselling
• Supplemental cross-selling in COFFEE/FAST FOOD stores can bring a revenue increase of
over 40%
• The rst and most important factor for a successful upsell is suggesting the appropriate additional
product
• The other two are excellent product knowledge and proper salesperson training
• 6 out of 10 customers will buy more or additional products after the third suggestion from the
salesperson
• Large COFFEE/FAST FOOD companies generate over 25% in new revenue per year from upselling
& cross-selling
• 4 out of 10 customers are likely to buy products from the competition because they have never
been offered an upsell
• The three most common reasons for refusal in upselling are the salesperson's manner, lack of
knowledge of the proper suggestion and lack of appropriate products

Upselling Example