Upselling Without Fear:Locking Customers Into Your Products

Presented by Linda Mechem!

Providing your customers the opportunity to upgrade their purchase after the decision to buy has been made

UPSELLINGOffering an existing client or customer the opportunity to buy other or different products once you’ve established a buying relationship with them

CROSS-SELLING

FEAR

1. Fear of rejection!2. Choosing upselling or client referrals!3. Complaints of being too pushy!4. Cancellation of completed order!5. Customer being put off by upselling

and going comparison shopping!6. The upsell not being convincing!7. Not being familiar enough with

products and services!8. Preferring to leave well enough alone!9. No sense of urgency on the part of

the salesperson!10. Not understanding the art of upselling

EMO

TION

AL INTELLIGENCE

Self-confidence

Fear

1. People like to buy from people they like.

TRU

ST 2. Consistently display good social skills.

3. Consistently work to build rapport.

4. Behave in a trustworthy fashion.

1. People like to buy from people they like.

TRU

ST 2. Consistently display good social skills.

3. Consistently work to build rapport.

4. Behave in a trustworthy fashion.

QUESTIONS1. Is this person a new prospect or an

existing customer?!

2. What’s their financial status?!

3. Are they brand conscious?!

4. Do they know the product?!

5. What motivates them to buy?!

6. What do they want in general?!

7. What do they worry about?!

8. What are their potential hot buttons?!

9. What can I do to encourage them?

QUESTIONS10.How does the product benefit them?!11. What is most important to them?!12.What are they least likely to

care about?!13.What influences their behavior?!14.What do I want them to think, learn,

or do?!15.What emotional factors might play into

their decision?!16.What impressions do I want to convey?!17.Whom do they look to?!18.What can I do to surprise them?

1. People like to buy from people they like.

TRU

ST 2. Consistently display good social skills.

3. Consistently work to build rapport.

4. Behave in a trustworthy fashion.

Being a Good Communicator

1.The person who speaks first sets the tone for the conversation.!

2.The person who asks questions guides the conversation.!

3.The person who listens controls the outcome of the conversation.

1. People like to buy from people they like.

TRU

ST 2. Consistently display good social skills.

3. Consistently work to build rapport.

4. Behave in a trustworthy fashion.

1. People like to buy from people they like.

TRU

ST 2. Consistently display good social skills.

3. Consistently work to build rapport.

4. Behave in a trustworthy fashion.

NEGOTIATIONNegotiating and persuading are far more successful than

arguing or pushing.To be loved and valued

To be in control

To have sound self-esteemNeeds

NEED

S1 Love and value

NEED

S2 Control

NEED

S3 Self-esteem

It’s not what yousay but how you say it that makes a difference.

93% of communication is

through body language.

BODY LANGUAGE1. Voice pitch

2. Intonation

3. Gestures

4. Eye contact

5. Proximity

6. Facial expression

How much power you have

How much you like someone

How responsive you are

1. Be clear.

2. Be comprehensive.

3. Be calm.

4. Be caring.

1. Don’t take it personally.

Naysayers2. Have plan B and plan C ready.

3. Suggest a postponement.

3 Magic Phrases

1. I respect …!

2. I appreciate …!

3. I agree …

!

vs.!Pushy

Persistent

ASSUMPTIVE

1. Ask questions that use visual images.

2. Use words with impact.

3. Summarize with other powerful questions.

4. Use open-ended questions to uncover needs.

5. Use closed-ended questions to uncover facts.

1.The person who speaks first sets the tone for the conversation.!

2.The person who asks questions guides the conversation.!

3.The person who listens controls the outcome of the conversation.

30% Talk

70% Listen

Restate what you’ve heard.

Confirm with the customer.

Allow the customer to expand.

Sales!Cycle

CONFLICTIS NECESSARY.

Merely the presence of incompatible or opposing ideas

CONFLICT

Power Phrases1.Help me understand.!2.Let me make sure I understand

you clearly.!3.Are you aware …!4.Your intentions are not clear to me.!5.What did you mean by …!6. I see. Tell me more.!7.That’s an interesting perspective.!8.What else do I need to know?

1. Conflict is an opportunity for growth.

2. Conflict is an agent for change.

3. Conflict can result in win-win.

CONFLICT4. Conflict is inevitable.

1.Good idea … Let’s think it over together. What are your concerns?!

2.What will be different in a day or week from today?!

3.Wonderful, then your order is firm. Let’s get the paperwork filled out.!

4.Why do you think it would be better to wait until then instead of solving your problem now?!

5.Let’s talk about options that will fit your budget.

1. Visualize.

2. Use the assumptive close.

3. Use hands-on demonstrations.

4. Focus on their needs.

5. Offer incentives.

6. Provide reassurance.

7. Have a great attitude.

8. Avoid key mistakes.

9. Use their knowledge.

10. Don’t forget bundling.

Welcome toUpselling Without Fear: Locking Customers Into Your ProductsQ&AWith Linda Mechem

Thank you for joining us today!