Upselling: what it is, how it works, how to apply it and strategies
Posted: Mon Jan 20, 2025 8:39 am
Have you ever had the experience of making a purchase and then suddenly being tempted by an additional offer that you simply couldn’t resist? That’s exactly what happens in the exciting world of upselling.
Continue reading this article to understand more about this technique, how to apply it and have effective results in your company!
Understand what upselling is
Let’s imagine the following scenario: you’re about to book the perfect hotel room for your dream vacation, an experience that promises comfort and coziness for the whole family. The hotel attendant, always attentive to your preferences for traveling with your family and your love of food, makes a special suggestion. He proposes a suite that not only offers the ideal space, but also includes an exclusive gourmet dinner at the hotel restaurant. Wow! This is exactly what we call upselling, a clever strategy that enhances your initial purchase, making your experience even more incredible, while bringing additional benefits to the business. As we explore this concept in this post, think about how you can apply this valuable tactic to your own business to delight your customers .
Upselling: why use it in your business
According to a 2022 HubSpot Blog study that surveyed more than 500 sales professionals, it was discovered that 72% of salespeople who upsell reported that this strategy is responsible for up to 30% of their sales.
As your business begins to take a more strategic approach to its customers, it’s only natural that focusing on customer experience becomes even more important. After all, customers who have already enjoyed good results along with a great experience tend to make more frequent purchases than new customers.
According to a report by SignalMind, the probability of upselling to existing customers is quite high, ranging from 60% to 70%, compared to new customers. Therefore, if you neglect to upsell your existing customers, you are missing out on several opportunities to increase your sales and profits. It is a valuable opportunity that cannot be ignored.
Discover how to apply upselling
Let’s now look at some fundamental steps to apply upselling in your business. Keep reading!
Know your audience
When you gather information, organize data, and analyze the profiles of your ideal customers, along with the feedback they provide , you can create unique personas for your existing audience. This opens the door to better understanding each customer’s individual goals and challenges, which makes it easier to identify complementary products that truly meet their needs.
Think of it as discovering a treasure trove of upselling opportunities after a purchase. With this detailed information, you can offer products and services that make sense, increasing customer satisfaction while boosting your company’s revenue.
Remember that success in upselling isn’t just about selling more, it’s about providing indonesia telemarketing data genuine value to your customers’ lives and building lasting relationships.
Develop customer journeys
Businesswoman with arms crossed, above a hologram image of growth graphs, representing the results obtained by upselling.
By understanding the customer journey , how your customers use your product, and how it drives growth, you set the stage for something even more amazing: new sales when those customers share positive results and become true ambassadors for your brand. But wait, timing is crucial. In the early stages of the customer journey, right after a purchase, they may not be ready to consider additional offers. That’s why patience and following a well-defined roadmap are essential. Wait until your customers see the true value of your product and are excited to expand their relationship with your company.
This journey-focused approach ensures that upselling offers are received in the best possible way, which is great for both customer and revenue growth for your business.
image with shades of blue, a cell phone and a tablet appear in the layout and next to it is written: Free eBook Customer Journey: A step-by-step guide to improving your customer experience and increasing your company's profits.
Think about the problems and offer solutions that match the products
Before you make any offers, it’s super important to take a look at your product offerings and understand where your customers are in their journey. This will help you identify the challenges they typically face and find products that might be the perfect solution.
When you genuinely care about solving your customers’ specific problems, you show that you’re willing to help, which builds trust and loyalty. And by offering solutions that fit their problems perfectly, you greatly increase your chances of upselling success, which is great for increasing revenue and keeping customers happy.
So, always remember to take the time to understand your customers’ challenges. This is a super important step to make upselling really work.
Practice active listening
To truly understand our customers’ problems and provide them with appropriate solutions, we need to learn to listen carefully to what they have to say, including their needs, wants, and concerns. When we hone this skill, we’ll be better equipped to identify the right moments to present upsell offers.
By listening to the signals customers give us during a conversation, such as seeking additional resources or clearly striving to achieve their goals, we can personalize our offers much more effectively. Active listening not only strengthens communication with customers, but also makes upselling offers more relevant and more accepted. This is great for growing our business and keeping our customers happy.
Encourage your sales team to upsell
We know that the hustle and bustle of everyday life can make our team hesitant to stay in touch with our current customers. However, it’s super important to create an environment that encourages these check-ins, showing that they are incredible opportunities to understand our customers’ needs and offer solutions that really make sense.
One strategy that really works to encourage upselling is to set up these biannual check-ins. Here at Br24 , for example, our team makes a point of talking to customers, assessing how they’re progressing and whether they’re satisfied. These conversations are great for uncovering opportunities to expand the relationship with the customer and personalize offers based on what we already know about their situation and history.
We also enjoy working as a team, especially with our Customer Success Managers . They can spot upselling opportunities when customers show interest in growing their business or getting more resources. Working together makes all the difference!
Continue reading this article to understand more about this technique, how to apply it and have effective results in your company!
Understand what upselling is
Let’s imagine the following scenario: you’re about to book the perfect hotel room for your dream vacation, an experience that promises comfort and coziness for the whole family. The hotel attendant, always attentive to your preferences for traveling with your family and your love of food, makes a special suggestion. He proposes a suite that not only offers the ideal space, but also includes an exclusive gourmet dinner at the hotel restaurant. Wow! This is exactly what we call upselling, a clever strategy that enhances your initial purchase, making your experience even more incredible, while bringing additional benefits to the business. As we explore this concept in this post, think about how you can apply this valuable tactic to your own business to delight your customers .
Upselling: why use it in your business
According to a 2022 HubSpot Blog study that surveyed more than 500 sales professionals, it was discovered that 72% of salespeople who upsell reported that this strategy is responsible for up to 30% of their sales.
As your business begins to take a more strategic approach to its customers, it’s only natural that focusing on customer experience becomes even more important. After all, customers who have already enjoyed good results along with a great experience tend to make more frequent purchases than new customers.
According to a report by SignalMind, the probability of upselling to existing customers is quite high, ranging from 60% to 70%, compared to new customers. Therefore, if you neglect to upsell your existing customers, you are missing out on several opportunities to increase your sales and profits. It is a valuable opportunity that cannot be ignored.
Discover how to apply upselling
Let’s now look at some fundamental steps to apply upselling in your business. Keep reading!
Know your audience
When you gather information, organize data, and analyze the profiles of your ideal customers, along with the feedback they provide , you can create unique personas for your existing audience. This opens the door to better understanding each customer’s individual goals and challenges, which makes it easier to identify complementary products that truly meet their needs.
Think of it as discovering a treasure trove of upselling opportunities after a purchase. With this detailed information, you can offer products and services that make sense, increasing customer satisfaction while boosting your company’s revenue.
Remember that success in upselling isn’t just about selling more, it’s about providing indonesia telemarketing data genuine value to your customers’ lives and building lasting relationships.
Develop customer journeys
Businesswoman with arms crossed, above a hologram image of growth graphs, representing the results obtained by upselling.
By understanding the customer journey , how your customers use your product, and how it drives growth, you set the stage for something even more amazing: new sales when those customers share positive results and become true ambassadors for your brand. But wait, timing is crucial. In the early stages of the customer journey, right after a purchase, they may not be ready to consider additional offers. That’s why patience and following a well-defined roadmap are essential. Wait until your customers see the true value of your product and are excited to expand their relationship with your company.
This journey-focused approach ensures that upselling offers are received in the best possible way, which is great for both customer and revenue growth for your business.
image with shades of blue, a cell phone and a tablet appear in the layout and next to it is written: Free eBook Customer Journey: A step-by-step guide to improving your customer experience and increasing your company's profits.
Think about the problems and offer solutions that match the products
Before you make any offers, it’s super important to take a look at your product offerings and understand where your customers are in their journey. This will help you identify the challenges they typically face and find products that might be the perfect solution.
When you genuinely care about solving your customers’ specific problems, you show that you’re willing to help, which builds trust and loyalty. And by offering solutions that fit their problems perfectly, you greatly increase your chances of upselling success, which is great for increasing revenue and keeping customers happy.
So, always remember to take the time to understand your customers’ challenges. This is a super important step to make upselling really work.
Practice active listening
To truly understand our customers’ problems and provide them with appropriate solutions, we need to learn to listen carefully to what they have to say, including their needs, wants, and concerns. When we hone this skill, we’ll be better equipped to identify the right moments to present upsell offers.
By listening to the signals customers give us during a conversation, such as seeking additional resources or clearly striving to achieve their goals, we can personalize our offers much more effectively. Active listening not only strengthens communication with customers, but also makes upselling offers more relevant and more accepted. This is great for growing our business and keeping our customers happy.
Encourage your sales team to upsell
We know that the hustle and bustle of everyday life can make our team hesitant to stay in touch with our current customers. However, it’s super important to create an environment that encourages these check-ins, showing that they are incredible opportunities to understand our customers’ needs and offer solutions that really make sense.
One strategy that really works to encourage upselling is to set up these biannual check-ins. Here at Br24 , for example, our team makes a point of talking to customers, assessing how they’re progressing and whether they’re satisfied. These conversations are great for uncovering opportunities to expand the relationship with the customer and personalize offers based on what we already know about their situation and history.
We also enjoy working as a team, especially with our Customer Success Managers . They can spot upselling opportunities when customers show interest in growing their business or getting more resources. Working together makes all the difference!