Up Selling or Complete Selling: Let’s Sell Just One More Thing http://www.flickr.com/photos/cgoulao/407196929/

Customers Desire Up Selling One of the common blocks for most sales people is that they perceive up selling as irritating & undesirable to customer On the contrary customers desire cross selling & up-selling 88 percent of customers value service reps who suggest alternative products or services that better meet their needs 73 percent are interested in learning about new products or services the company is promoting 61 percent tend to ask service reps about these products and alternatives Customers not only engage in sales discussions with service reps, but they also buy 42 percent of customers said they purchased additional products or services “sometimes” or “frequently” Worldwide Survey of Consumers by The Forum Corp.

One of the common blocks for most sales people is that they perceive up selling as irritating & undesirable to customer

On the contrary customers desire cross selling & up-selling

88 percent of customers value service reps who suggest alternative products or services that better meet their needs

73 percent are interested in learning about new products or services the company is promoting

61 percent tend to ask service reps about these products and alternatives

Customers not only engage in sales discussions with service reps, but they also buy

42 percent of customers said they purchased additional products or services “sometimes” or “frequently”

Worldwide Survey of Consumers by The Forum Corp.

http://www.flickr.com/photos/peoriaphoto/176296901/

Up Selling Helps the Customer When you Up-sell it's a way to further help your customer…to be more powerful, to enjoy more benefits, to maximize the usefulness of the products or services You are making informed suggestions as a knowledgeable representative Why don’t you open an FD to put in your excess cash in the bank account You are apprising customers of options they may not be aware of Offer – Buy 2, Get 1 Free You are often anticipating future needs A tie to go with the 3 piece suit that you have brought

When you Up-sell it's a way to further help your customer…to be more powerful, to enjoy more benefits, to maximize the usefulness of the products or services

You are making informed suggestions as a knowledgeable representative

Why don’t you open an FD to put in your excess cash in the bank account

You are apprising customers of options they may not be aware of

Offer – Buy 2, Get 1 Free

You are often anticipating future needs

A tie to go with the 3 piece suit that you have brought

Up-selling is Complete Selling Up selling is "complete" selling If you are selling a matching tie with the three piece suit, uncovering a need by asking the question leads to complete selling From the customer's standpoint, completing a satisfactory purchase Saving his an additional trip to buy the tie

Up selling is "complete" selling

If you are selling a matching tie with the three piece suit, uncovering a need by asking the question leads to complete selling

From the customer's standpoint, completing a satisfactory purchase

Saving his an additional trip to buy the tie

http://www.flickr.com/photos/18727335@N02/2742524821/

Why Complete Selling Why complete selling is so profitable: Caselet Customer buys a bike with EMI of Rs. 395 for 48 months. Very little resistance to adding Rs. 10 to the monthly payments for anti-theft locking system. For you, however, that additional sale is significant, Adds up to a Rs. 480 sale, with a huge profit margin. It only takes 30 seconds to make that extra 480 sale, then you're making more money for the company than with any other activity you do. If your salary is Rs. 30 per hour then doing the math, the 60 seconds you take to up-sell costs the company about 50 paise. If it only costs the company 50 paise to make Rs. 480, that's a huge return on investment. The fact that it's attached to a 25,000 sale is completely irrelevant. So, complete selling is one of the highest and best uses of your time.

Why complete selling is so profitable: Caselet

Customer buys a bike with EMI of Rs. 395 for 48 months.

Very little resistance to adding Rs. 10 to the monthly payments for anti-theft locking system.

For you, however, that additional sale is significant,

Adds up to a Rs. 480 sale, with a huge profit margin.

It only takes 30 seconds to make that extra 480 sale, then you're making more money for the company than with any other activity you do.

If your salary is Rs. 30 per hour then doing the math, the 60 seconds you take to up-sell costs the company about 50 paise.

If it only costs the company 50 paise to make Rs. 480, that's a huge return on investment.

The fact that it's attached to a 25,000 sale is completely irrelevant.

So, complete selling is one of the highest and best uses of your time.

Complete Selling: Types Sell more of what your customers are already buying Customers have certain buying habits OR generally there are some hot selling items (based on sales data) Other music CDs featuring your customers' favourite artists Software companies are buying training in grooming & etiquette Sell complementary products and services Products that can be sold in conjunction with other products Fries/Potato Wedges with Burger Easy up-sell that can be made at the point of purchase Music CD + CD carrying case Introduce non-complementary products and services Current customers posses a degree of trust in your business and this can be converted into sales of products not directly related to the customers' existing purchases customer who typically buys music CDs can be introduced to videotapes and DVDs

Sell more of what your customers are already buying

Customers have certain buying habits OR generally there are some hot selling items (based on sales data)

Other music CDs featuring your customers' favourite artists

Software companies are buying training in grooming & etiquette

Sell complementary products and services

Products that can be sold in conjunction with other products

Fries/Potato Wedges with Burger

Easy up-sell that can be made at the point of purchase

Music CD + CD carrying case

Introduce non-complementary products and services

Current customers posses a degree of trust in your business and this can be converted into sales of products not directly related to the customers' existing purchases

customer who typically buys music CDs can be introduced to videotapes and DVDs

Complete Selling :Points to Note Ensure that the customer is satisfied with first sale Factors most strongly affect their willingness to consider purchasing additional products or services. Satisfaction with current purchase How well additional products or services fit the customer’s needs Price Focus on customer needs-not yours. Sell with integrity Don't try to sell the customer something you wouldn't buy if you were ‘them’ It’s easy . It is a ‘by the way’ presentation Since it's done after the customer has decided to go ahead with a purchase, the hard part of the sales conversation has already been done. You've got to assume that the customer will naturally want this. Begin the up sell with a brief benefit, then if possible, add something unique about what you're selling. Up-selling is just presenting the information in a "by-the-way" assumptive manner

Ensure that the customer is satisfied with first sale

Factors most strongly affect their willingness to consider purchasing additional products or services.

Satisfaction with current purchase

How well additional products or services fit the customer’s needs

Price

Focus on customer needs-not yours. Sell with integrity

Don't try to sell the customer something you wouldn't buy if you were ‘them’

It’s easy . It is a ‘by the way’ presentation

Since it's done after the customer has decided to go ahead with a purchase, the hard part of the sales conversation has already been done.

You've got to assume that the customer will naturally want this. Begin the up sell with a brief benefit, then if possible, add something unique about what you're selling.

Up-selling is just presenting the information in a "by-the-way" assumptive manner

Complete Selling :Points to Note Be prepared with positive aspects when selling expensive alternatives. Customers will ask why they should choose these Why should I buy Polaroid glasses instead of plain Recognizing sales opportunities is a matter of observing ‘body language’ and ‘reading’ customers Signals to look for : uncertain body language, looking around, scanning the counter , hesitation in ordering, or studying menus for a long time Excellent service would be to go and sell to these customers Remain in Control One of the key phrases that will end a large, multiple-item sale with a whimper rather than a bang is…‘Would you like anything else?' This is not proactive and does not put you in control." Instead, says salespeople should take the lead. Some phrases : Would you like [product X] with your [product Y]. (Example: A Pepsi to go with Crisps.)

Be prepared with positive aspects when selling expensive alternatives. Customers will ask why they should choose these

Why should I buy Polaroid glasses instead of plain

Recognizing sales opportunities is a matter of observing ‘body language’ and ‘reading’ customers

Signals to look for : uncertain body language, looking around, scanning the counter , hesitation in ordering, or studying menus for a long time

Excellent service would be to go and sell to these customers

Remain in Control

One of the key phrases that will end a large, multiple-item sale with a whimper rather than a bang is…‘Would you like anything else?' This is not proactive and does not put you in control."

Instead, says salespeople should take the lead.

Some phrases :

Would you like [product X] with your [product Y]. (Example: A Pepsi to go with Crisps.)

Three Mistakes in Complete Selling The 3 biggest mistakes : No attempt is made to up-sell or cross-sell The salesperson comes across as being pushy To avoid sounding pushy, particularly if the up-sell requires some elaboration, ask for the customer's permission to describe it Continuing to sell after the customer says he’s not interested The up-sell is made in an unconvincing manner so the customer generally refuses Service through sales not ingrained Little product knowledge Emphasizing features rather than benefits Selling something that the salesman would not buy himself

The 3 biggest mistakes :

No attempt is made to up-sell or cross-sell

The salesperson comes across as being pushy

To avoid sounding pushy, particularly if the up-sell requires some elaboration, ask for the customer's permission to describe it

Continuing to sell after the customer says he’s not interested

The up-sell is made in an unconvincing manner so the customer generally refuses

Service through sales not ingrained

Little product knowledge

Emphasizing features rather than benefits

Selling something that the salesman would not buy himself

http://www.flickr.com/photos/giuera-fashion/2267007998/

Master Sun Projects Large & Medium Cap Companies

“ You see, all the right things are written in books and research papers. The trick is to ensure that there is no gap between what is written in the books and your vision; from what is happening on the shop-floor and what is going on in the marketplace. That is execution. That is what makes the difference” Mukesh Ambani www.mastersungroup.com [email_address] Sarvajeet : +91 9920803060 Jasravee : +91 9892301590 Office :+91 22 65209702