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Would You Like Fries With That?

If you've ever eaten at a fast-food restaurant, surely you've been asked, "Would you like fries with that?" or "Would you like to supersize your meal?" Cross-selling involves presenting customers with complementary products or services to consider above and beyond their initial purchase. Here are a few tips on how to successfully cross-sell (or up-sell) your products to increase revenue:
  • Use cross-selling as a way to help customers try to solve a problem, rather than just to sell more stuff. Educate them on products or services you have to offer that may meet their needs or new items that weren't available before.

  • Suggest relevant items that complement and make the initial purchase more valuable (such as selling a memory card, camera case, and batteries with a new camera). Also consider offering items that vary in price, such as an $8 case, a $15 case, and a $25 case. The least-expensive items will most commonly be added as impulse buys.

  • Position products in lucrative places on your website to cross-sell complementary items, or direct customers to other items they may be interested in. For example, Amazon.com offers suggestions of items that are frequently bought together, as well as "Customers who bought this item also bought XYZ."

  • Promote bundled packages that provide a price break to purchase extra items together. For example, "Save $15 when you purchase our XYZ camera, case, and memory card value bundle."

  • Reinforce cross-selling efforts with customer testimonials or expert recommendations. Popularity sells, and people are more likely to follow suit when they see what others are doing.

  • Timing is key when up-selling products. Don't try to promote an extended warranty until after the decision has been made to purchase an item.
Done properly, cross-selling is an effective way to boost revenues, while at the same time helping customers get more value from their purchases.

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