Yesterday, I purchased an electronic keyboard for my sweetie from one of the big name music retailers, go it home, took it out of the box, and discovered the AC adapter is not included. Unbelievable!
You can purchase an AC adapter separately, or you can load it up with a bunch of batteries, which are also not included.
This would have been nice to know when the purchase was being made. By the time I made the discovery, it was already past closing time, so there was no chance to go back and get it.
A simple up-sell would have actually been appreciated in this case. I am certain you know all about up-selling.
It shows up in the drive-thru as “want fries with that?” And it also can be found in most coffee shops as “do you need any coffee beans to take home?” Even the big box toy retailer maximizes their revenue (and profit!) with a simple, “do you need batteries for that?”
Think about what your customers might need to fully enjoy using your product, service, or treatment, and make sure you give them the option to make that additional purchase from you.
At least make the suggestion. Even if they decline your up-sell offer and regret it later, they will at least recognize that you do have their best interests in mind.
© 2009 YOU ROCK!™ Communications
THE REQUEST LINE IS OPEN! - IF YOU HAVE A QUESTION ABOUT A SALES OR MARKETING TOPIC, OR HAVE A SPECIFIC PROBLEM YOU WANT HELP WITH, SEND ME AN E-MAIL WITH FULL DETAILS AND I MAY GIVE YOU SOME ANSWERS IN AN UPCOMING SALES TIP.
You can purchase an AC adapter separately, or you can load it up with a bunch of batteries, which are also not included.
This would have been nice to know when the purchase was being made. By the time I made the discovery, it was already past closing time, so there was no chance to go back and get it.
A simple up-sell would have actually been appreciated in this case. I am certain you know all about up-selling.
It shows up in the drive-thru as “want fries with that?” And it also can be found in most coffee shops as “do you need any coffee beans to take home?” Even the big box toy retailer maximizes their revenue (and profit!) with a simple, “do you need batteries for that?”
Think about what your customers might need to fully enjoy using your product, service, or treatment, and make sure you give them the option to make that additional purchase from you.
At least make the suggestion. Even if they decline your up-sell offer and regret it later, they will at least recognize that you do have their best interests in mind.
© 2009 YOU ROCK!™ Communications
THE REQUEST LINE IS OPEN! - IF YOU HAVE A QUESTION ABOUT A SALES OR MARKETING TOPIC, OR HAVE A SPECIFIC PROBLEM YOU WANT HELP WITH, SEND ME AN E-MAIL WITH FULL DETAILS AND I MAY GIVE YOU SOME ANSWERS IN AN UPCOMING SALES TIP.
