1. Cross selling Dr Earl Stevens, October 2009 9. Sales Training 10/08/11 1

2. Customers Desire Up Selling One of the common blocks for most sales people is that they perceive up selling as irritating & undesirable to customer On the contrary customers desire cross selling & up-selling 88 % of customers value service reps who suggest alternative products or services that better meet their needs 73 % are interested in learning about new products or services the company is promoting 61 %t tend to ask service reps about these products and alternatives Customers not only engage in sales discussions with service reps, but they also buy 42 % of customers said they purchased additional products or services “sometimes” or “frequently” Worldwide Survey of Consumers by The Forum Corp. 10/08/11 2

3. Up Selling Helps the Customer When you Up-sell it's a way to further help your customer…to be more powerful, to enjoy more benefits, to maximize the usefulness of the products or services You are making informed suggestions as a knowledgeable representative Why don’t you open an FD to put in your excess cash in the bank account You are apprising customers of options they may not be aware of Offer – Buy 2, Get 1 Free You are often anticipating future needs A tie to go with the 3 piece suit that you have brought 10/08/11 3

4. Up-selling is Complete Selling Up selling is "complete" selling If you are selling a matching tie with the three piece suit, uncovering a need by asking the question leads to complete selling From the customer's standpoint, completing a satisfactory purchase Saving his an additional trip to buy the tie 10/08/11 4

5. Complete Selling: Types Sell more of what your customers are already buying Customers have certain buying habits OR generally there are some hot selling items (based on sales data) Other music CDs featuring your customers' favourite artists Software companies are buying training in grooming & etiquette Sell complementary products and services Products that can be sold in conjunction with other products Fries/Potato Wedges with Burger Easy up-sell that can be made at the point of purchase Music CD + CD carrying case Introduce non-complementary products and services Current customers possess a degree of trust in your business and this can be converted into sales of products not directly related to the customers' existing purchases customer who typically buys music CDs can be introduced to videotapes and DVDs 10/08/11 5

6. Complete Selling :Points to Note Ensure that the customer is satisfied with first sale Factors most strongly affect their willingness to consider purchasing additional products or services. Satisfaction with current purchase How well additional products or services fit the customer’s needs Price Focus on customer needs-not yours. Sell with integrity Don't try to sell the customer something you wouldn't buy if you were ‘them’ It’s easy . It is a ‘by the way’ presentation Since it's done after the customer has decided to go ahead with a purchase, the hard part of the sales conversation has already been done. You've got to assume that the customer will naturally want this. Begin the up sell with a brief benefit, then if possible, add something unique about what you're selling. Up-selling is just presenting the information in a "by-the-way" assumptive manner 10/08/11 6

7. Complete Selling: Points to Note Be prepared with positive aspects when selling expensive alternatives. Customers will ask why they should choose these Why should I buy Polaroid glasses instead of plain Recognizing sales opportunities is a matter of observing ‘body language’ and ‘reading’ customers Signals to look for : uncertain body language, looking around, scanning the counter , hesitation in ordering, or studying menus for a long time Excellent service would be to go and sell to these customers Remain in Control One of the key phrases that will end a large, multiple-item sale with a whimper rather than a bang is…‘Would you like anything else?' This is not proactive and does not put you in control." Instead, says salespeople should take the lead. Some phrases : Would you like [product X] with your [product Y]. (Example: A Pepsi to go with Crisps.) 10/08/11 7

8. Three Mistakes in Complete Selling The 3 biggest mistakes : No attempt is made to up-sell or cross-sell The salesperson comes across as being pushy To avoid sounding pushy, particularly if the up-sell requires some elaboration, ask for the customer's permission to describe it Continuing to sell after the customer says he’s not interested The up-sell is made in an unconvincing manner so the customer generally refuses Service through sales not ingrained Little product knowledge Emphasizing features rather than benefits Selling something that the salesman would not buy himself 10/08/11 8

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