August 07, 2019 /
Comments Off on Cross Selling is not an insult

Cross Selling is not an insult

What’s the purpose of shopping. No seriously.

To buy something. And the more value the better.

In my Mystery Shopping business we find that in some industries staff only close the sale 36% of the time. Even worse, they upsell as little as 12% of the time.

Why are staff so reticent?

Well they think it’s rude, un-Australian, Un-Singaporean, un [insert country].

I was just reminded by my staff that a few years ago 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

Don’t presume they don’t like it. They are there to buy, so let people buy. Close the sale.


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