“Do you want to supersize that?”
It’s a pure example of upselling – described as encouraging the purchase of something that would make the initial purchase more expensive.
Some salespersons will try to sell “something” to everyone and anyone – regardless of whether or not the customer actually needs additional purchases – but when you focus on your customer, upselling benefits both you and your client.
Here are eight ways to get customers to spend more – without being pushy.
1. Figure out what your customer’s goals are and create an upsell offer
Smart upselling requires knowing what motivates consumers to purchase. To upsell right, you need to get into the customer’s head:
- What are their goals?
- What challenges do they face?
- What stands in the way of their goals?
If you know what your customer wants, then you can tailor your offering to their specific needs. This, in turn, will build loyalty, and make them more likely to accept your upsell – and come back again.
2. Choose a “quality over quantity” approach and make extra sure your upsell is displaying relevant results
Featuring too many recommendations distracts from the purpose of the page and risks annoying customers. This is especially annoying for the user when your offer is not 100% relevant to their wants and needs.
That’s why it important to:
- Display upsells on pages that your research suggests will be effective.
- Deliver products that your customers actually will find useful.
When the customer adds flowers to the shopping cart, Proflowers suggests a morning delivery:
It’s a good example of upselling – nobody wants to be stuck in their apartments and houses for the day to receive flowers. The upsell is relevant, but also just easy to accept or decline.
3. Take a walk in customer’s shoes and design multiple upgrades that apply to real problems that they’re facing
You must put yourself in the shoes of your customers and look at your services or products from a different perspective to understand how they can make your customers’ lives better. With the customer in mind, design upsells.
One simple way to do this through multiple upgrades that can help your customers reach their goals.
Look at how Trello does so by offering additional features to different types of users with one goal: to pump up their productivity and strengthen collaboration.
4. Research more relevant upsells by segmenting your customers
Customers are not just portraits hanging on the walls, but real people with stories and lives. Building customer personas is a great way to segment your upsells to the right customers.
For instance, look at Mailchimp with four different plans depending on the size of their clients’ audience. Why not segment customers based on how many clients they have? That way, you’ll know immediately who you can offer additional features that supplement their plan.
5. Make sure your price is reasonable
Successful upselling is all about customer delight, so the key lies in convincing your customers that your offers will be of real benefit to them.
But sometimes, even the perfect upsell is too expensive for your shoppers. Offering a discount will help make your upsell easier for customers to accept.
Check out how GoDaddy does this when you buy one of their hosting plans:
The longer their customers stick around, the better for GoDaddy. By adding big discounts to longer hosting plans, GoDaddy provides real value for their customers while driving more sales.
6. Remind customers of their progress and promote upsell offers
The best upselling opportunity is when your customer reaches a defined success milestone that has a logical opportunity for expansion related to it.
In the example from Grammarly below, the user is shown what they’ve accomplished with the company. The subject line “You sure have a way with words” alongside personal stats give a confident boost.
Towards the end of the message, there’s a catch. Grammarly changes from reflecting on the past to discovering new opportunities. The offer to upgrade is located next to the advanced issues that they missed out on by not having the premium account.
7. Use social proof
People trust popular products. Labels like “Best seller”, “Top Pick”, or “Stuff Choice” may nudge them a little closer to buy it.
As for SaaS companies, you can show your customers how other users improve their significant metrics. Asana is a good example of upselling appropriately. Look at the social proof that they add when upselling customers to their Premium plan:
8. Bundle products together
One way companies sell more is through bundling – offering 2 or more items at a discounted price. Companies often use this strategy to promote unpopular stuff by pairing it with a popular product.
Say that you’re a clothing retailer with a skirt priced at $50 and a blouse at $25. Your skirt is flying off the shelves, but no one’s biting at the blouse. By suggesting a bundle of one skirt with one blouse for $55, you could move your blouse stock and potentially get more loyal customers in the process.
Let Recom.ai – Upsell & Cross-sell do the heavy lifting for you
Our app gives you the ability to offer more expensive or better products at the moment of purchase. Each upsell offer is displayed as a pop-up and contains the product name, description, discount, and call-to-action button.
To incorporate in-cart upsell pop-up into your webstore, you need to:
- Set up trigger conditions based on the number of products in the cart or the dollar value of the purchase.
2. Set which products will be recommended as upsells.
3. Set discount in a certain amount or % or the upsell item cost and hit “Publish” .
Some stores using Recom.ai have got conversion rates of 45%! Could you be making more? You bet, and you can get started today!
Recom.ai makes it easy for you to create effective upsell and cross-sell campaigns. With our analytics, you can take these campaigns to the next level. You see how much money your widgets have earned while learning more about your audience. By reviewing this information, you can continue to optimize your marketing strategies.
Learn how to upsell your customers the right way and create a seamless customer experience
When done right, upselling can drive more sales and increase your customer retention. A 2018 report reveals that current customers who engaged with product recommendations (by clicking on it or reading a description, for instance) were 55% more likely to purchase during that shopping session. For first-timers, that figure was a great 70%.
Keep in mind that the key lies in relevancy. Make extra sure your upsell helps your customer achieve their goal.
When you learn how to upsell effectively, you’ll make it easy for customers to find what they want to purchase. The smoother you can make their experience, the more positively they will think of your company – and bring more revenue to your company.