Sales is like fishing; the team is constantly trawling for new leads, doing all they can to ensure a bite. Making new sales is the driving factor behind any B2B organisation, and sales teams tend to devote a good chunk of their time to achieving this. However, upselling existing clients – even tricky ones – is a difficult, yet rewarding approach to driving business success.
Upselling existing clients – even tricky ones – is a difficult, yet rewarding approach to driving business success.
Unfortunately, much like fish, customers can be skittish and wary of upsells. For that reason, it makes sense to identify good and bad habits, such as the three below, and invest in sales training for your team.
1. Keep it simple
If a client has already made a purchase or locked into a contract with your company, they don't want to be offered a dozen more options. Rather than bombard them with new proposals, Business.com suggests that sales people keep things simple and choose one, maybe two, potential new options. This way, the client doesn't get overwhelmed by the choices.
The same goes for your pitch – rather than push the upsell really hard, which could easily scare the customer away, it makes sense to present the option and its benefits, then step back and let the client decide what they think.
2. Keep it relevant
Customers know when they're being sold the most expensive option, especially if it isn't particularly relevant to their business, and they'll run in the opposite direction. The best way to avoid this is by tailoring the upsell to the client – what, specifically, will benefit their business? If you're going to push a product that comes at an extra cost, you better be prepared to make a good case for why the client needs it, says Forbes writer Neil Patel.
3. Keep it honest
Most importantly, be upfront with your customers. In order to keep them from swimming away from your hook, it's best to be as honest and transparent about the sale as you can be, according to HubSpot contributor Morgan Jacobson. This is especially true with regards to cost – make sure there aren't any hidden fees, and if there are, let the client know in advance.
In some cases, sales teams might feel like they need an extra skills boost to be the best they can be. That's where Artisan comes in. We offer our HotSales training and development courses to teams around New Zealand, so get in touch with us today to learn more about how your team can reach its full potential!