Cross-selling and upselling are often used interchangeably, but involve different methods to bring about the same result: higher sales and profits for the business, greater client satisfaction, and better customer experiences.
When done right, cross-selling and upselling are among the most effective yet inexpensive strategies at your disposal that can generate your business a higher revenue, improved brand reputation, and increased customer loyalty. Otherwise, you are running the risk of losing your clients’ trust and their business.
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Reputable outbound call centers employ only the most innovative and proven cross-selling and upselling strategies to bring the most value to their clients’ customers. To help you bring impressive results to your business, we have gathered the best cross-selling and upselling strategies employed by the experts in different outbound call centers. Read on for the top three cross-selling and upselling strategies you can apply in your business today:
1. Show that you want to give them value, first and foremost. Showing your customers that you are on their side — that you want to make their life better, easier, happier — by offering them your product is proven to make them more receptive to hearing your offer, and acting on it. When you successfully link the benefits that they will get from upgrading to your latest cable plan, or including extra pillow cases with their intended bed sheet purchase to how their life will improve with it, your cross-selling and upselling efforts will be well-rewarded. Expert outbound call center agents do this by listening actively and emphatically to their customers on the other end of the line.
2. Use their buyer persona profile to your advantage. This is where your CRM comes in, which is a technology many outbound call centers rely on. Many businesses do have some sort of customer information database, but the sad reality is that not all these businesses utilize these invaluable records to their advantage. A lot of cross-selling and upselling mistakes can be avoided if only businesses referred to their customers’ purchase history, wish listed items and profile first before offering them their latest product. The major benefit of reviewing your customers’ profile is you can personalize or tailor-fit your message and product recommendations to them. Taking a more personalized approach in your cross-selling and upselling may cost you more time, but it will reward you with more satisfied clients and a higher chance of success.
3. Make it easy and risk-free. The idea of spending more money is something we are all allergic to, so remember to highlight the benefits for your customer during your cross-selling and upselling. To further reinforce this, offer them exciting, exclusive freebies when they add your offered product to their shopping cart, such as a money back guarantee, extended warranty, discount coupon valid on their next visit, or free delivery when they reach a particular purchase amount. The point is to make it easier and beneficial for them to say yes to your offer. Highly trained outbound call center agents make it a point to highlight the answer to the question in the minds of their customers during the cross-selling and upselling phase: what’s in it for me? When you show them it’s practically a no-brainer for them to upgrade or include another product to their purchase, you earn not just more profit but also happier customers.
Regardless of your business or industry, applying these cross-selling and upselling strategies can help you create more positive customer experiences and achieve a healthier bottom line.