I know I know.
Your staff hate up-selling. They think it’s pushy.
Some staff still think customer service is all about the warm cuddly “How’s the weather discussion”.
That may be fine, but… Customers don’t expect to waste their time. They expect to be sold to, and expect to be cross sold.
We conducted a survey of 485 shoppers and asked the following:
How do you feel about up-selling where you are asked if you would like to buy a bigger version or complimentary product?
The answers were surprising!
- 5% said they would be insulted
- 14% are neutral
- 56% accept it as part of retailing
- 25% are glad to be given the opportunity
When you talk to your staff about cross selling, share these statistics. Often the customer is happy to hear about the offer.
You’re not doing them a disservice, but doing them a favour.