Up-selling is a sales technique whereby a salesman attempts to have the customer purchase more expensive items, upgrades, or other add-ons in an attempt to make a more profitable sale. Up-selling usually involves marketing more profitable services or products, but up-selling can also be simply exposing the customer to other options he or she may not have considered previously. Up-selling can imply selling something additional, or selling something that is more profitable or otherwise preferable for the seller instead of the original sale.

Examples

Some examples of up-sales include:

• adding side dishes and/or hors d'œuvre to a food order
• suggesting a premium brand of alcohol when a brand is not specified by a customer (such as offering Captain Morgan if a customer simply requests a "Rum and Coke").
• selling an extended service contract for an appliance
• suggesting a customer purchase more RAM or a larger hard drive when servicing his or her computer
• selling luxury finishing on a vehicle
• offering tripod, filters, and lens wipes with a purchase of a camera
• suggesting a brand of watch that the customer hasn't previously heard of as an alternative to the one they are considering.

Techniques

Many companies teach their employees to up-sell products and services.

A common technique for successful up-sellers is becoming aware of a customer's background and budget, allowing them to better understand what the particular person might need.

Another way of up-selling is by creating fear over the durability of the purchase. This is particularly effective on expensive items such as electronics, where an extended warranty can offer peace of mind. This also works with things like expensive leather shoes, where the salesperson suggests that you also buy the waterproofing spray, "to make the shoes last longer".

See also

• Bait and switch
• Cross-selling
• Loss leader
• Sullivan nod

References