Sales Tips - Upselling

I took my car into the quick lube-while-you-wait place. About 10 minutes into my wait, an attendant approached me, got down on one knee, and like a
surgeon consoling a family after completing an operation, said, "Mr. Sobczak, your air filter is showing quite a bit of wear. The factory does suggest replacing them at regular intervals. May we provide you a new one?"

Sure. A few minutes later, he was back.

Same heartfelt look and tone: "Mr. Sobczak, we checked your wiper blades, and it looks like they might not be doing a clean job of clearing the windshield, have you noticed that?"

Yeah. Actually I have.

"Should we replace them?"

Sure.

As I glanced up from the sports page a few moments later, he was lurking again: "Mr. Sobczak, your transmission fluid does appear rather old. Do you know when you had that changed last?"

Gosh, I can't recall. (Transmission fluid? It has fluid? I know squat about cars.)

"We could change that for you. It won't take long. Should we do that?"

Uh, yeah, as long as it's dirty like you said. This guy was doing a great job of cross-selling and upselling.

He continued wearing a path to my chair; I passed on the PVC-something or another, but I took the passenger-side blinker bulb...because he asked.

I entered intent on spending about $30; I felt pretty good leaving for just over $90. I truly felt like the guy had my best interests in mind.

If he didn't bring these things to my attention, I would have been in a WORSE situation.

And what I learned is what I tell people all the time: when you ask more, you'll get more.

This guy wasn't pushy, he simply was capitalizing on an opportunity to more fully service a customer.

Are you missing any opportunities?

Don't.

I hear excuses from reps who sometimes don't ask because they feel like they are being pushy. Actually by not asking, they are doing much greater harm to the customer.

Ask more often, and you're guaranteed more success.

Sales Tip contributed by Art Sobczak, President, Business By Phone Inc.

Read more sales tips
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The Sales Process
Good Closers
 

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Telephone prospecting and closing tips from Business By Phone