Posted in Customer Service, Retail Operations, Selling & Persuasion

Never, never up-sell

Joanie Donnegan shop...

Image by Getty Images via Daylife

One of my clients recorded the best day in 22 weeks last Sunday because a new sales assistant – decided to focus only on this one thing she learned from Sell$mart. (She said she lacked the confidence to try all/more things.)
Before I tell you; here is why it is NOT a good idea to up-sell:

  • Up-selling is poor retail practice.
  • Customers love to buy but hate being sold to.
  • They have trained themselves to recognise when they are being sold to, and will resist.
  • Even if you succeed, they will not have enjoyed the experience, so would have won the battle but lost the war
  • But most importantly it is the wrong thing to do because there is a better way that is proven to increase your average sale.

Always offer/ show/ include your most expensive item when you are in a sales situation.

In some situations (a retailer of billiard tables) increased the average sale by 81.8%, but even if not that spectacular, the best day in 22 weeks isn’t so bad either.
I will spare you the psychology behind this, but suffice to say that if you always include your most expensive option, you obviously cannot ‘up-sell’.
Train your staff to always talk top-of-the line.

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One thought on “Never, never up-sell

  1. hihi … I have actually stumbled upon an post just like this … i know i have been using the up-sail technique but once a read this it made me wonder.


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