Upselling? Isn’t that just a way to make more money? Doesn’t it mostly benefit the seller? Not at all. Upselling, when done correctly and with the customer’s best interest in mind, is a great way to improve your overall customer experience.
When you upsell, you’re convincing a customer to purchase a more expensive version of an item, or perhaps an additional item which will add value. Upselling is a key technique to increase profit, of course, but it can also help a customer purchase something they may not even have considered, but which they find valuable.
There are many different ways to upsell, each one providing added value to your customer. The key is to know your customer and know your product, so that you can provide that customer what they truly need.
Upselling isn’t just a sales tactic—it’s a way to make your customers happier.
Take Advantage of Storewide Sales to Upsell
One of the best times to upsell is when your shop is having a storewide sale. Why? Because all your products will have a higher perceived value during a sale—including the higher-priced ones. There’s also a built-in sense of urgency when there’s a sale, and customers will want to take advantage of this.
Sales and storewide promotions are the perfect way to start upselling to customers if you’ve never done it before. They’re much more likely to purchase something that you recommend to them since it’s “on sale”. Your profit margin increases, and your customer goes home with something even better than they expected to purchase.
A key to successful upselling is knowing everything about each of your products. This doesn’t just apply to you, but to all of your staff as well. Make sure they are fully knowledgeable about each flower, each arrangement, and every possible add-on. This makes it MUCH easier for them to upsell, as they’ll be confident that what they’re selling will be the best option for the customer.
The most important point when upselling is to understand your customer and what they need or want. This means asking a lot of open-ended questions to determine what they consider valuable and important. Maybe they chose a standard bouquet from the cooler, but would be happier with a bouquet that has a specific color scheme or type of flower. Once you know what they want, don’t be shy about offering it!
You can add urgency by offering the custom bouquet at a limited-time discount, which will still increase your profit margin. It might be a bit more expensive, but they’re going to be happier with it in the long run—and happier with their overall experience in your shop.
What it all comes down to is putting your customer first. Upselling, when done with the customer’s best interest in mind, is a win for everyone!