This document discusses upselling and suggestive selling strategies. Upselling involves selling a higher-end or more fully-featured version of a product a customer already owns or is buying. Suggestive selling involves recommending complementary products from different categories. Effective upselling and suggestive selling requires understanding customer psychology, having product knowledge, easing decision making, offering value over being pushy, and tracking sales progress to increase average purchase cost, revenue, and customer loyalty. Examples provided include adding cheeses or drinks to food orders and informing customers of new or promotional items.

1. Upselling & Suggestive Selling
Up-selling can be a win-win for everyone,
but the customer must win first.

2. What is upselling & Cross-selling/Suggestive selling.?
Upselling and cross-selling are cousins
of selling.
Lest understand by some examples!

3. 1000
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6. Upselling & Cross/Suggestive
Upselling is a strategy to sell a superior, more high-end version of a product that the customer
already owns (or is buying). A superior version is:
● a higher, better model of the product or
● same product with value-add features that raises the perceived value of the offering
Cross/ Suggestive selling is a strategy to sell products related to the one a customer already owns
(or is buying). Such products generally belong to different product categories but will be
complementary, like socks with a pair of shoes, or batteries for a wall-clock.

7. Importance of Up & Cross/Suggestive Selling
Increases APC.
Increases profit revenue.
Boosts customer interaction with team members.
Increases Customer Loyalty

8. Understand the customer’s psychology
The customer is in buying mood.
He already has made up his mind and is open to any suggestion that will help
him.
All rests on your ability to engage combined with how
much trust you have built.

9. What Upselling & Suggestive selling required.
You can only sell a product if you know it by heart.
All items suggested should be available.
Know prices of all the products in menu.
Knowledge of in store promotions.
Product Knowledge & value.

10. How to effectively cross-sell and upsell?
Upsell and cross-sell works when you are able to ease the decision making process of a customer.
Upsell smart by narrowing choices - Too many choices can be paralyzing.
Offer bundles to reduce decision complexity - Think of ways to reduce the number of
actions in a buying decision. We’ve a limited amount of energy to be spent on decision
making.
Be helpful and offer value, not pushy or aggressive - A key principle in cross-selling
and upselling is to assist the customer.
Be a Sales Consultant Versus a Salesman
Be Relevant to the Customer
Be Proactive

11. How to express yourself.
Recommend: "I think you should also get ..."
Suggest: "You might also want to add ..."
Consult: "I have personal experience with this, and I urge you to ..."
Question: "Have you thought about? ..." "Have you ever tried? ..." "Do you
know about? ..."
Power phrases: "My experience has shown me ..."
Comfort them: "Most guests take ..." “Usually everyone else uses ..."
Ask: “Would you care for? ..." "Would you like? ..."

12. Some examples in our work life.
1. Sandwich - Need to suggest adding on Cheeses or fries, or suggest making it
as a combo.
2. South Indian food – tell the guest that south Indian food goes well with
buttermilk. If they like to add that too.
3. Pizza Pasta - Pizza pasta goes well with cold drinks like Coke, Sprite.
4. Chaat – Chaat blend well with fizzy drinks. The best option is lime soda.
5. Indian – Suggest add on like Butter, extra pav with pav bhaji, Dessert with the
main course.
6. Chinese - Suggest soft drinks with Chinese food items.
7. For retail sweet - Always mention new arrivals and seasonally available items.
8. For retail sweet - Always inform customers about special offers going on in-
store.
We should inform suggest guests about new add on or upcoming product.

13. Let’s focus…
● Lest focus on one product at a time.

14. Let’s create a healthy competition!
● As per current sales trend Drinks & Desserts are less selling products.
● Process
○ Focus products for the month will be shared by mail with the outlet manager.
○ Update on progress will be shared by the corporate team every week.
○ At the end of the achiever will be rewarded.

15. Focus for Feb…
Remember it’s important to track the progress.
Sr. No Product
Last month sell in
Qty
Last month sell in
Amount
Current month sell in
Qty
Current Month Sell
Amount
1
2
3
4

16. ● Target
○ Minimum 50% growth in sales of the target product.
R & R for achievers.
Outlet getting recognized at company leave.
Winner trophy, on a rotation basis to winner outlet at end of
the year outlet scoring maximin win, will we awards the
trophy.
Month gift vouchers to the cashier, outlet managers.

17. Remember - You have to put the needs of your customer first, the money follows!
Thanks!
Keeping growing your no high, Happy Selling!