Lesson 10: Providing a Complete Solution: Up-Sell, Cross-Sell, Add-On
Back to: Customer Service Excellence: The GUIDE Way
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Suggesting additional products is part of extraordinary customer
service, not pushy selling. Offer coordination advice and useful
information about each add-on.
| Technique | What it means | What you could say |
|---|---|---|
| Up-selling | Offer a higher-value option. Always begin by presenting the higher-priced option. |
“This model has the aluminium trolley and silent Hinomoto wheels. Let me show you.” |
| Cross-selling | Offer products from another category to the same customer. | “Would you also like to see our ladies’ collection of purses? We have some lovely colours.” |
| Add-on selling | Offer accessories that complete the purchase. | “Our sturdy travel locks will help keep your valuables safe.” / “This leather wallet will go very well with your attire.” |
| Family & friends | Offer products for people close to the customer. | “Would you be interested in seeing something for your family or friends?” |
Key takeaway: Look for up-sell, cross-sell and
add-on opportunities during the hands-on demo, while the customer is
most engaged.