Here are some of the common instances where cross-selling and upselling occur:
1. Sales Reps and Customer Success Managers
As detailed in the examples above, cross-selling and upselling happen at the point of sale with a salesperson, after a customer has been using a product for a while with a customer success manager, or at various points during the customer journey.
Sales reps and CSMs can also propose cross-sells and upsells more indirectly via email by asking customers to check out new products or services on their own — and having the customer come to them with questions.
2. Customer Education
Blog posts and knowledge base content also provide compelling ways to start the cross-sell or upsell process. Where customers seek out information on their own — whether that be through knowledge base articles, blog posts, or watching videos — marketers and CSMs can include copy letting them know about additional products or upgrades they can try to make their experience even better.
3. Online Stores
Have you ever spent time online shopping and then received the “you may also be interested in” another item from the website? That tactic represents another form of upselling or cross-selling.
Ecommerce websites can prompt upselling and cross-selling depending on which products the visitor clicks on and selects to encourage them to keep buying more.
Bolster your sales with upselling and cross-selling.
Cross-selling and upselling aren’t always straightforward. Doing either right takes real tact, optimal timing, keen awareness, and empathy. If you can keep a pulse on how your customer is feeling, have an idea of the features or products they stand to gain the most from, and know when they’ll be most receptive to an additional offer, you’ll be able to upsell and cross-sell with the best of them.
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