The Dying Art of Upselling

In the past month of I have being up sold successfully three times. At no other times was an upsell attempted. All three were in the hospitality sector.

Even though I have been in other hospitality outlets and purchased some clothing and other retail items, where a small upsell could have been attempted, not one sales person did so.

The best of the three, was at a motorway rest stop. I went to order an espresso and immediately the sales assistant said " Double ", "Yes " I replied. Elmer Wheeler would have been proud. There was no long spiel, no attempt to justify, simply one word " Double ". Now imagine the sales increase this bright and switched on sales assistant is gaining by using one word " Double ".

The key here is the use of one word. No long script of hot words and buttons for the sales person to memorise and fret over. The paradox is, the longer the upsell script, the bigger and longer the rejection felt by the sales person.

For upselling to gain traction amongst your sales team, simplify and shorten. One thing that turns your customer off is a long and winding script, that comes across as mechanical, memorised and pushy. The simpler and easier you make it for your customer to say " Yes ", the happier and confident your sales team become. When your staff are happy upselling, your sales go up. When they hate it, your sales go down.

If you have never read Elmer Wheeler, I would encourage you to do so, because he was the true master of the simple upsell.

Colin Myles ; Author

P.S.
" Simplify your sales process, your customer will thank you "