Do You Want Fries With That?

July 18, 2008 at 5:41 pm | Posted in Customer Service, sales, Sales Training, small business | Leave a comment
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When you order a burger and the salesperson asks “Would you like fries with that,” you’ve experienced a marketing tactic called cross-selling.  This strategy encourages customers to purchase additional products and services that are related to the item they are already buying. Cross-selling doesn’t just work with fast food; it’s also a highly effective technique for any type of sales.  Here are a few ideas to help you achieve cross-selling success:

 

Service with a Smile

The success of cross-selling depends not only on the quality and value of the product, but also the customer service provided.  Customer service begins with the very first encounter, either in person, through email, or on the phone. It’s true that you only get one chance to make a first impression.  Every customer should always be greeted with enthusiasm and respect

 

Listen to the Customer

Many sales opportunities arise by just listening to the customer.  The simple skill of listening demonstrates that you are helpful and approachable.  A good salesperson should be able to take information from the customer and inform them of all the products and services that would be benefit their needs.  Customers appreciate being informed of additional products and services that could provide an added benefit to the item they already intend on purchasing.

 

How Well Do You Know Your Product?

Product knowledge is the key to successful sales.  Successful salespeople know every detail of their products from how they work to when to use them.  It’s essential that this knowledge be relayed to the customer to help them understand why they can benefit from your product.  The product you are cross-selling should either be related or complementary to the original item the customer purchased. It’s unlikely to sell an add-on product or service that offers no additional value to the original product.

 

Don’t Forget to Ask

Many customers walk out the door without ever being asked whether they could benefit from related products.  It should go without saying, but it is necessary to ask the customer whether they are interested. Even the best products and services won’t sell themselves.  Sales must be initiated. 

 

Follow-up

Numerous cross-selling opportunities are lost because the salesperson didn’t take the initiative to contact the customer regarding their original purchase.  A quick follow-up call shows the customer that you truly care about their needs and not just the initial sale.   This is a perfect time to find out whether they could benefit from related products or services. This simple act will open the door to a long-term sales relationship.

 

 

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