This document explains upselling in libraries, which involves suggesting additional materials to patrons based on their interactions while respecting their privacy. Success in upselling focuses on enhancing the patron experience rather than merely increasing circulation. Strategies include creating engaging displays, offering tailored suggestions, and training staff to upsell effectively without overwhelming patrons.

2. What is an upsell?
• Upselling: convincing the customer to purchase a
more expensive version of the product, purchasing
add-on products, or purchasing an upgrade.
• Cross-Selling: convincing the customer to purchase
related products or services.

3. Definition for this presentation
Library Upsell:
The Library Upsell is suggesting additional materials for checkout
based on current and past interactions with the patron, while
also maintaining careful consideration to privacy.
Success of the Upsell:
Not based entirely on an increase in circulation; but also, on
patron experience.

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Be Positive
Be casual and conversational
Listen
Adjust suggestions based on interactions
Read body language
Be honest/keep trust
Know your product

5. How can upselling be used in libraries?
• Create eye-catching minidisplays (Point of Sales); Know
what is on them.
• Have relevant titles displayed
before and during a program.
(Mention these at the start of
programs, not at the end.)

6. Improve Customer Service
• Help them find related titles they were
unaware existed
– Oh, did you know they made a sequel.
– This is inspired by a true story, we have the
biography.

7. Adjustments for Libraries
• Don’t overwhelm your patrons with too many
suggestions, or keep the conversation going
too long.
• Avoid upselling on private topics like divorce,
health, or finances (unless asked for
suggestions).

8. Who can upsell?

9. Training
• Ask your staff questions about your product.
• Run through quick “act it out” sessions.
• Address any concerns: “Patrons will get angry
if we try to upsell them.”
• Quotas: I recommend that we leave this to the retailers.

10. Tips and Techniques
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Put the item in the customer's hand.
Use positive language and nodding.
Limit your suggestions to 1-2 items.
Use your judgment and vary your sales pitch
by customer.

11. ACT IT OUT

12. What not to do…

13. ACT IT OUT

14. QUESTIONS, COMMENTS, CORNY
LIBRARY JOKES?