Upselling is a Craft

On wedensday I was upsold by probably the most natural salesperson I have come across in retail sales in the last ten years.

Imagine going into a coffee shop/restaurant, being greeted with a natural warm smile. Your order being asked for in a caring manner. After placing my order, I then heard, in a simple carefree manner " two shots ?" I replied " sure... good idea ".

About two seconds later my rational brain kicked in and I realised I had just been Upsold. But not only that, I suddenly noticed my coffee was been made in a simple clean, zen like manner. The young lady was an expert at making coffee. There was no fuss,huffing or puffing,face pulling or suchlike to try and give you the impression that this was hard work and you were lucky they were taking the time to make your coffee to order.

I have never had my cofffee made in such a serene zen like fashion.

Now lets compare this to what happened to me about an hour and a half previously. I had driven across the city to go to my lawyer's to sign some papers. Arriving early and parking up, I remembered there was a coffee shop next door. ( hadn't had my second cup of Joe yet ).

I walked in to a clean bright shop. Nobody at the counter, when out from the back a body appears and I was greeted by what can be only described as " Polite,sloppy indifference ". They half flounced shuffled across the floor, heading to the door to show me how to close the door properly. While at the same time turning their head and asking for my order. Can't explain the feeling,yet all I wanted to do was to get out of there as quickly as possible. I quickly scanned the menu to order the cheapest and smallest cup of coffee permissible.

Let's go back to the lady who upsold me. By placing an order with two shots, my coffee had gone up in price by 50 cents. If this young lady was converting 7 out 10 customers to two shots she had just increased sales by $3.50 an hour ,say. Eight hours = $28 increase in sales for that day. If the shop is opened six days,that young lady is bringing in $168 extra a week just in coffee sales alone. That means $672 extra revenue per month, which equals $8064 per year in sales, by asking one simple question " two shots ".

As mentioned previously she was a natural. She was dressed smart,warm smile,personable and outstanding at her job. But as I watched her make the coffee, you could tell she had been trained well. She made coffee in a simple serene way. She asked the Upsell question in a polite natural manner. You did not feel as if the person serving you was going through a mental sales checklist.

This is a craft that takes time to learn and be comfortable with. It is not something you can round up your staff for and give them a 15 minute sales lesson and expect your sales to soar into the realm of your fantasy. it is a process. It is about coaching, feedback, questions and answers. It is gently moving people forward and giving recognition for a job well done and applauding when they practice what they learn.

Imagine employing four people and each of them where able to Upsell a minimum of $8064 by adding 50 cent onto 7 out of 10 orders. Now imagine your business and adding $3 onto 7 out of 10 orders. How much extra revenue would this bring into your business ? How secure would your business be in twelve months time ?

How much time and money are you investing into your staff becoming the most natural UPSELLERS ever. It is a craft. It does take time. But the rewards are Extra Ordinary.

Because which would you rather have ... an ordinary or an Extra Ordinary business ?  Only you can choose !

Colin Myles
Straight Talk.Better Business.

Author ; 5 Keys to Doing Business with the Right People

Author ; 7 Reasons Your Business is Dead

p.s.
" It is the gentle who have strength,sinew and courage - not the complaining and indignant. " Marcus Aurelius