How to Upsell and Cross-Sell in Retail: 6 Pointers to Implement in your Store

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Picture this: You’ve just about closed a sale, and the shopper made up their mind to buy a product. What do you do?

Do you ring up the sale and send them on their way?

Or do you try to find opportunities to increase their basket size?

If you picked the first answer, chances are you’re leaving a lot of money on the table and need to think about how you can increase add-on sales.

Two of the best ways to do this is through upselling and cross-selling.

Upselling and cross-selling defined

a. Does the product complement the item that the customer is buying?

Upsells and cross-sells only work when they’re relevant to the original purchase. When you’re upselling or cross-selling an item, see to it that it’s a) a better version of what they’re buying or b) a product that goes with their purchase.

b. Will this product really benefit them?

Sometimes, an add-on item may complement another product, but it won’t benefit the customer. For example, while a certain type of lens may go with that camera your customer just bought, it wouldn’t be a good cross-sell if they don’t have a need for it.
If you answered “Yes” to all three questions, then you can proceed to suggest upgrades or additional products. And to help you close more sales, here are some proven pointers you can incorporate into your strategy.

c. Are they open to spending more?

If the customer has made it clear that they’re on a budget or they’re only after one product, then respect their wishes and don’t try to sell them anything else. You might send them packing if you insist on upselling or cross-selling.
If you answered “Yes” to all three questions, then you can proceed to suggest upgrades or additional products. And to help you close more sales, here are some proven pointers you can incorporate into your strategy.

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