I don’t know about you, but I would rather sell to a happy customer than sell to a cold lead.
I know that if my timing is right and my story fits with my customer’s goals, my chance of winning the sale is substantially higher than with someone I just met.
So why do some sales people avoid the upsell? We have excuses:
- Don’t want to ask too much of a happy customer
- Afraid of rejection
- Worried that the situation has changed and don’t want open the door to a competitor
- The incremental sale isn’t as big as a new sale
- Too busy with bigger fish
You get the idea.
The bottom line is, we don’t upsell, because we haven’t done the groundwork to prepare for the upsell. We sold what they wanted at the time and avoided the discussion of spending more money in the future.
You need a process for upsells as much as you need one for new sales. The last thing you want is to call to check in and get, “We don’t need anything right now, everything is fine.” It’s hard to sell into that. More importantly, an answer like that means you haven’t done the work you need to make the upsell.
Here are the secret hacks for upsells:
- Prepare your customer for the upsell from the very beginning. If they know it’s coming, they won’t be surprised by your call, in fact, they will be expecting it.
- Make sure your upsells are part of your funnel and have a strategy for following up.
- Know and remember your customer’s goals are and how they fit with your product – you will need that later.
- Use their own success matrix to determine when to approach them for the upsell.
- Create opportunities along the way that demonstrate your interest in their success.
If you are doing transactional sales that require you to focus on the upsell in the first call, here are some hacks to consider.
- Make sure you understand what the customer is trying to accomplish, not what they want to buy.
- Speak their language. Stop telling them about what you want to sell, and talk to them about what is important to them. Ask what they want to accomplish and what they want to avoid.
- Make sure they know that you are going to help them buy the solution that fits their needs, and you aren’t going to encourage them buy something that is too big or too small.
- Upsell when it’s appropriate. If they don’t need it, or want it, don’t sell it. Introduce it and perhaps they will buy it another time.
If you are client focused and understand their needs, you will be able to help your customer figure out what the best solution is for them today, and at what point they need to be looking to upgrade or buy additional products. If you are having trouble with the upsell, it is either because your customers simply don’t need what you are selling, or you are not speaking their language.
Get more sales tips in the RingLead ebook, Sphere of Influence Selling: An Inside Sales Approach to Crushing Your Quota.