![]() ![]() Think about how these align with your company’s solutions. After asking your open-ended question, listen for need or problem signals, like “I’m struggling with…” or “I don’t have enough of …” Ask probing questions to go deeper into the issues they bring up. The flip side of open-ended questioning is active listening. I can suggest this new training as sales conversations progress. When I ask: “How have you been doing?” I often hear things like, “It’s been really busy, and I haven’t had much time to spend at home,” or “It’s been a little slow - which is nice, but would love to really dig in with some new customers.” This information helps me scope more tailored training they might not have considered. This happens all the time in my conversations with clients. Think of it as information harvesting - an opportunity for your prospect to open up about their needs, state of mind, current situation, and general interests. Showing basic concern for their well-being builds trust and engages them in a conversation that can yield new information an upsell might address. Start every sales conversation with an open-ended questionĮvery conversation with a prospect or customer should begin with an open-ended question about how things are going. Combine open-ended questioning with active listening and careful research to get the signals you need. But those cues often don’t surface on their own. How do you identify opportunities for upselling?Īn upsell can happen at almost any stage of the sales process – if you read the cues. This is especially true during economic downturns – when business slows and new leads are harder to come by, the cost to acquire new customers increases. ![]() According to Harvard Business Review, it costs five times more to win a new customer than to keep current ones. The greatest return on investment for your team is always going to come from your existing customers. ![]() When you can meet your customer’s needs, they’re more likely to stick with you. It also builds customer loyalty by solving a pressing customer problem. Upselling delivers a higher-value deal than an entry-level sale, helping reps hit quota and sales teams meet targets quickly. Why is upselling important and what are the benefits? This isn’t an upgrade to the sales training it’s a related purchase. In the same example, I might ask the customer if they’d like to order several of my books at a discounted price. Instead of selling just one training session, I have the potential to sell four.Ĭross-selling looks different. To upsell, I might offer a premium package at a discount that includes refresher classes once every quarter. Let’s say a customer hires me to do a one-time sales training session. Upselling involves upgrading a customer to a more expensive product or service, while cross-selling is about selling complementary add-ons to something the customer has already purchased. This builds trust, which lays the foundation for a long-term relationship and customer loyalty. Successful upselling follows the same guiding principles as first-time sales: Yes, it helps you hit your sales quotas, but it should ultimately be a way to deliver value and help your customer achieve their goals. Upselling is when a seller encourages a customer to buy a more expensive version of a product or service than they originally intended. ![]()
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