In this third installment of our series on mastering upselling, we’re going to discuss the most critical aspect of success: training your sales team to effectively execute upselling strategies.
Here are my top tips:
Product knowledge
Make sure your team is equipped with comprehensive knowledge about all the products and services you offer. They should understand the features, benefits and potential upselling opportunities for each item. Confidence in their understanding of your offerings enhances their ability to upsell.
Trusted advisors
Teach your sales team that upselling is a valuable service, like a family doctor making recommendations—not a mere sales pitch. When clients recognize that your team’s recommendations are in their best interest, they’re more likely to purchase these add-ons.
Role playing
Conduct regular role-playing sessions where your team practices upselling scenarios. This helps them refine their communication skills, anticipate and overcome objections and learn how to customize suggestions to individual customers.
Effective communication
Train your team to use open-ended questions to reveal customer needs. This demonstrates care and concern for the client, creates differentiation and positions your team as trusted advisors.
Customized recommendations
Your team shouldn’t simply offer the same upsell options to every client. Teach them to customize their recommendations based on each client’s unique situation. A one-size-fits-all approach may come across as insincere, whereas tailoring suggestions builds trust and increases the likelihood they will agree to purchase the additional products or services.
Success stories
Share examples of successful upselling experiences your team has had with previous clients. These are great training aids and demonstrate how it benefits the client, creates loyalty and increases revenue.
Overcoming objections
You should create a list of every possible objection to an upsell—and exactly what to say in response. As you and your team encounter new objections and work out how to overcome them, add them to the list.
Upselling as a solution
Shift your team’s perspective to see upselling as a way to solve problems. When clients feel upselling suggestions genuinely address their concerns, your team will get fewer objections.
Handling rejection
If someone declines an upsell, teach your team members how to accept their decision graciously. When a McDonald’s server asks, “Would you like fries with that?” they don’t get their feelings hurt when you say no.
Confidence boosters
Provide your team with written upselling scripts, visual aids and resources. These tools will build self-esteem.
Incentivize upselling success
Implement a reward system, thus motivating your team to continuously look for upselling opportunities.
Jim is the founder and president of Flooring Success Systems, a company that provides floor dealers with marketing services and coaching to help them attract quality customers, close more sales, get higher margins and work the hours they choose. For information, visit FlooringSuccessSystems.com.
