Maybe you are not into the hard core sales pitch. Most people aren't. Lucky for you, neither are your customers. However, if you are not suggestive selling to your customers, you could be missing out on extra sales. Think of your favorite fast food joint asking you, "Do you want fries with your meal?" or "Would you like to make that sandwich into a meal for only a dollar more?" To be successful at suggestive selling, here are a few tips.
- Customize your offers to the specific customer and their original purchase. The busy mom in her workout gear that buys a salad does not want fries with it. He or she may want a smoothie, though.
- Don't be pushy. After they say "no" the first time, you could get the sale by saying, "Are you sure? It's only a dollar." However, for every sale you get, you have probably irritated 20 other customers. It's not worth it.
- You may have more than one offer, but know your limit. Two would be acceptable. Three would be pushing it. More than that and you are just being a pest.
- Read your customers' reactions. Do they seem open to your offers? Or are they sighing and rolling their eyes. If it is the later, quit while you're ahead. They've already made up their mind and you would be wasting your breath.
- Make sure you explain the benefits of the product or service you are suggesting. Instead of saying, "Do you want fries with that?", say "You can add fries to your order for only 30 cents. They are guaranteed hot and fresh." Asking a yes or no question, makes it too easy for your customer to say "no."
Remember that suggestive selling is for every business, and it is easy. Don't think of it as selling, think of it as offering your customer something that you think they might need or want. It's a service, not a sales pitch.
Great tips about adding to the initial sale. Sometimes its hard to go for more but if I read the customer right they will tell me when to stop.
ReplyDeleteGreat reminder. Sometimes we get too caught up in the moment, and forget to think forward.
ReplyDeleteGreat points, Jen! I especially like #1 & 5 ... it all comes down to listening to the customer & selling what makes sense for them.
ReplyDeleteGreat article Jen.
ReplyDeleteI particularly like your fifth point about refarming you upsell. Yes or no questions limited conversation. It's the same as the "Can I help you with anything?" A negative response will cut off discussion where as "How has your day been?" can develop into a conservation and build rapport.
I tell sales people that all of the time. If I order a meal, ask me if I want pie. If I buy shoes, ask me if I want an extra pair of laces or offer me a deal on another pair. don't JUST take my money and say thank you. try to upsell. even if one customer out of 10 buys something extra, it is a sale that you didn't have before.
ReplyDeleteInteresting reminders about the two sides of the sale: the sales person who needs to ask and the customer who appreciates when someone listens to them. Selling works well when these match.
ReplyDeleteThank you all for reading and for adding such rich additions to the conversation.
ReplyDelete