“To try to persuade a customer to buy a more expensive item or to buy a related additional product at a discount.”
But, I have a new term to consider: authentic upsell.
Sounds ironic, doesn’t it? Is there even such a thing? Yes!
When done from integrity and a place of authenticity when you value your prospect and even more so – value the products or services you provide.
We’re exposed to upsells all the time – and the idea used to gross me out. I made a decision to buy – and I’ve not even RECEIVED what I purchased – and yet you’re asking me to buy even more?! But, then I realized two things.
1. We live in a world of upsells. You go through an upsell process all the time the second you step into a grocery store or department store or sit down at your favorite restaurant. And think about how online shopping works – it’s upsell all over the place. And we respond to it! You just never noticed it… which leads me to the second realization I had about upsells.
2. When an upsell is done from a place of integrity and authenticity (authentic upsell) – it doesn’t “feel” like an upsell at all. It’s natural. It makes sense. You welcome the idea and are generally receptive to it because the offer doesn’t seem to be “inauthentic” or “incongruent.”
The idea is this. You know better then your buyer or client what they need (and want) most. It might be perhaps offering additional services or products on top of what they have already purchased. And, consider this. Once they’ve made the decision to buy – they are in a completely different mindset from BEFORE they bought. They are more receptive to additional or complimentary offers – but only if they are done out of integrity and authentically.
The catch is this – the upsell has to make sense. You don’t want to bundle in a product or service that is completely NOT related to what they just purchased. Be sensitive to their feelings and make sure they are starting off on the right foot. But, be open and real with them about offering something in addition to what they just purchased that will add even MORE value to what they’re about to receive.
So, how can you apply this to your business? Don’t worry – you don’t need a high-technical system or process in place to make it happen. And, even if you don’t sell your products or services online – you can implement a semi-manual system for now to further enhance the buying process (and your revenue!)
It can be as simple as displaying the upsell offer on the thank you page online AFTER they buy; or including it in the email auto-responder after they have made their purchase. Even if it’s not online – it could be as simple as emailing them afterwards inviting them to supplement what they’re about to receive.
The key is this – it’s gotta be real and not salesly. We all can pick up on that (including your new client or buyer.) So, be respectful and transparent about what you’re offering –and if it’s from a perspective of authenticity – you’ll not only do great things for the revenues of your business – but also for your clients.
Until Next Time… Learn It, Love It, Live It!