Are you maximizing profit with every customer by up-selling? If you’re not, you’re leaving money on the table; potentially a lot.
What is up-selling?
According to Wikipedia, Upselling (sometimes ‘up-selling’) is a sales technique whereby a salesperson induces the customer to purchase more expensive items, upgrades, or other add-ons in an attempt to make a more profitable sale.
If you consciously think about it, you will find that you are being up-sold at almost every purchase you make everyday. When I think about it, I can easily remember the last few times. Last time I was at Carl’s Jr I ordered just a 6 dollar burger and the employee asked if I’d like a cold drink with that for only $1. At first I was going to say no thanks but then I thought “only a dollar? Sure I’ll take it.” They made $1 more than they would have on a high profit product like soda just with a question that only took about 3 seconds to ask. Last time I was a Target I was asked if I wanted to open a Target charge card. I declined on that one but I’m sure not everyone does.
The point is that we are constantly being up-sold as if we don’t even know what’s best for ourselves. Do you think your customers truly know what best for their home? No, you do. You are the expert.
So why is there so much up-selling going on?
Because it works. It’s a quick and easy way to add to the bottom line.
Think about it. Imagine a customer has called you to come over and install a kitchen faucet. You get there and begin the work and notice the valves and water lines look old. You can easily say “Ya know, now is a great time to replace these valves and water lines. They are looking pretty old and may give out soon. I can replace them with new ones for $XX.” This sentence takes a few seconds to say and I bet you’d close more than half your customers with it. Not only that, but they will also appreciate the recommendation. Make sure you stock extra parts such as these so you don’t have to make a trip just to get them. If you do have to make a trip, you’ll be eating away at that high margin up-sell.
When you begin to think about it, you will realize that almost every project done in a house can be up-sold in some way. The trick is to do it in a “by the way” sort of manner. “By the way, your plumbing under the sink looks like it’s in need of repair…” You need to make sure that you don’t come off pushy. You need to assume that the customer naturally wants what you are going to offer them.
Up-selling is going to take a little practice to get it to become a natural habit but once you incorporate it as an everyday business activity, you will see sales increase. You don’t have to keep getting new customers to make more money. You can easily take your existing customers and make them more profitable.
As I write this I can’t help but think about the many customers that I forget to up-sell to. Not only did I leave money on the table, but I also could have genuinely helped out many of my customers by offering something extra through an up-sell. Don’t leave money on the table, practice up-selling today.