When Upselling and Cross-Selling Means Caring

I was at a pharmacy recently, looking for a specific brand of cough syrup.

I had to get it from the prescription counter, which was fine.

But what wasn’t cool was that, as I was heading back to the main counter to make the payment, suddenly the sales assistant hurried over with something extra in hand.

“Here are some tablets for soothing sore throats."

There was no question or conversation, just a direct statement. Like a judge’s decree.

Looking at the pills, I was taken aback and asked: “Was it free? Did I ask for it?”

The sales assistant looked a bit flustered and sheepishly replied, “No.”

No explanation, no nothing else.

Smelling some underhanded tactics, I added: “I know you want to upsell or cross-sell, but that’s not the way.”

Then with a straight face and ignoring my remark, the sales assistant simply processed the sale for the cough syrup. Only.

I guess my words hit a nerve. 😄

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The Good That Came Out of It

Nevertheless, there is something good that comes from this. Of course.

It gives us a chance to talk about upselling and cross-selling in sales, terms that people usually confuse or… abused!

Upselling is when we promote an upgrade or a more expensive item of the same type or category.

Whilst cross-selling involves suggesting a different type of product altogether.

According to Sir Zhafrin in his book Masterpiece Niaga, effective upselling and cross-selling have two key elements:

1. Thoughtfully completing what the customer needs
2. Making the customer’s life easier in the near future

While it is true that upselling and cross-selling often require customers to top up their money or spend a little more, the goal is to make it easier for them to get what they need, whether all at once or through a follow-up.

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It Should Never Be About Just the Sale

However, don’t upsell or cross-sell just for the sake of making a sale.

Do it because we genuinely care and want the best for our customers.

When done right, the added product or upgrade should improve our customers’ life, leaving them happy and satisfied with their purchase.

Upselling and cross-selling aren’t wrong, but do them the right way.

Ask, understand and offer relevant solutions with clear choices.

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When Cross-Selling Felt Like a Ploy

I had a similar experience recently at a bookstore.

After I paid for a novel, the sales assistant told me that the book I had just purchased “wasn’t a good read” and recommended another “must-buy” book.

That got me thinking: “If that’s true, why didn’t they mention it before I paid? Why bring it up and condemn it after I made the purchase and make me doubt it?”

While I understand that the art of upselling or cross-selling is by leveraging people who are in a buying mood, this is not the way.

It all felt like a ploy to cross-sell another book.

Especially when they didn’t have a book return or exchange policy. Huhu.

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Examples of Thoughtful Upselling and Cross-Selling

Now, is there any example of upsell or cross sell with customers’ best interest in mind?

There are many, of course.

Here’s an example of upselling.

When a customer selects a basic cotton shawl and is about to pay, the shop assistant makes an upsell offer:

“Nice one, Madam. We also have a similar style with diamante detailing for just RM25 more. It would be perfect for formal occasions. Would you like to check it out?”

And now, here’s an example of cross-selling:

When a customer selects a basic cotton shawl, and knowing that it would help her complete her hijab look effortlessly, the shop assistant offers a cross-selling suggestion:

“Would you like to add an inner neck or a brooch too, Madam? It will complement your look and keep the shawl securely in place all day.”

No pressure, just choices. Thoughtful, right? 😉

You can always sell something. I suggest selecting a benefit-focused product that solves a real problem.

- Neil Patel , "How To Upsell Any Customer"

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Upsells and Cross-Sells with Heart

A true sales rockstar has empathy and sincerely cares about customers.

We know that leaving customers feeling unsatisfied or cheated isn’t good for future sales. Other than it may go viral, rated poorly on Google or the online shopping platform, it can cause customers to shy away.

So, operate with integrity and honesty.

Upsell and cross-sell with heart.

That’s the only way to close deals successfully...

To get repeat business....

To combat customer churn...

And sleep soundly at night.

That’s how we truly become sales rockstars! InsyaAllah 😊