We’ve talked so much about pricing and pivoting. Let’s delve into the upsell.
Or as I like to call them: service enhancements.
You should’ve already sold your very best in your core package. Now, we want to offer something that will help them enjoy that service further or add another level of service of convenience.
You know exactly what I mean. You deal with it every day when you hear things like:
“Would you like caramel drizzle with that?’
“Would you like fries would that?”
“Would you like to supersize that?”
“Would you like to make that a combo?”
“What else would can I get for you today?”
That last one is my favorite because it assumes that you’re not done. That’s not arrogance or being “sales-y”. What it says to the consumer is “You’re already here, how can I serve you further?”. Having great visuals or experience allows you o capitalize your client being in the buying mood. At that particular moment, they are primed to buy more of what they want (and to be honest, sometimes what they don’t really need at that moment, but will later).
Don’t believe me? Explain this, then:
You already have everything you need and here come these little temptations while you wait– a little sweet here, a little smut reading there. Maybe you need recipes for everything in your cart? These cooking magazines will help. Do you have gum in your car or purse? Get it while you’re waiting. Worked a thirst or hunger while shopping? Got you covered there too. They’re priced so attractively that you can justify getting them. It’s levels to this…
You’re being upsold in almost every transaction you encounter. So are your clients, it has become a natural occurrence in the sales process. The fact that you are leaving it out doesn’t make you different or nicer. It means you are leaving money on the table.
Get over the thought of you’re being “too” sales driven. Remember, you shouldn’t be selling–you should be enhancing. To enhance, you have to know what you already have. Next, you need to anticipate. What else would really complete the experience or alleviate stress? When you think of it that way, it becomes easier.
- Know your service. What is the supersize, the combo or the caramel drizzle that would make it the ultimate experience?
- Know your client’s expectations of your service. What is realistic? What is aspirational?
- Know what they don’t. What needs do you anticipate your client having later on in the planning experience or wedding day? How could you serve?
- Know to grow. What can be scaled or automated to ensure that maximum profits are made?