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The Magic of Upselling

Nov 26, 2021

In this week's episode Debbie and Bertie as we delve into the magic of upselling! We'll discuss what it is and how to do it effectively!

 

Transcript

 

Bertie: And we were ready. It's the favourite bit. We live. Good morning.

Debbie: We are live. And we are alive. Thank God, alive and alive. I'm talking about upset.

Bertie: We are quick. I think I could get the ball in time. There we go. With the magic of selling it's because everything worked today. There's no technical issues just didn't

Debbie: know what to do.

It it's joyful. Finally, after a year of doing these, we have made it seamless with no technical

Bertie: hiccup. Anyway. Good. Yes. Welcome. Anyway, thank you. If you're watching us live, thank you for listening to the podcast. And if you are watching this live, you can hit the like button and ask us questions in the comments as we go along.

So upselling it's magic. Isn't it. It's magical.

Debbie: Why is it magic? Uh, well, I suppose the thing is, if you've got clients that are already buying from you, you've already got past all that stuff of having to find them, of having to build that know like trust. And actually, if you can get people to put a little bit more in the car or work review in a different way, it's kind of easier to get them past the post.

Isn't it? Because they've, they've already built that relationship with you. So imagine. You'll just utilizing the amazing marketing that you've already been doing and that relationship that you've already built to kind of grow your

Bertie: business. Well, the calling it magic, cause that's, what's at the bottom of the screen now.

I know it is, but I think, yeah, let's do. I mean, just, just for the, uh, for, for the viewers, listeners, whoever, whoever is that, I mean, upselling, right? It's um, I think it's D it's definitely underused and any business in, you know, this isn't just about online. This is about, you know, if you've got retail, it's that, you know, it, like McDonald's do it so well then that you want fries with that, you know, probably not the best example for promoting healthy living, but it's, it is it is that just upset and sometimes.

Asking for the upset asking if somebody wants something else with whatever it is they're purchasing. And a lot of people don't do it. It's one of the things that like having worked in retail is really drilled into you, like sell the account card, ask this, ask that, you know, all of those things. So, yeah, upselling, I think for smaller businesses is misunderstood and underused.

Would you say. Yeah.

Debbie: And I think there is a, there is a feeling that it feel, it can feel a bit car salesman, ish. Maybe it's like the dirty side of, of selling. Cause it feels like they've already bought from you and then you try to get them to buy more. And isn't that just a bit crafts and a bit, you know, feel a bit uncomfortable.

So I think. Maybe it's the terminology and that idea of just pushing for extra, that kind of turns people off a little bit, I think. And probably that's partly why it's under utilized.

Bertie: Yeah, I think so. I caught, you know, I mean, people do this badly. People do do it in a really like, um, uh, what's the word I'm looking for?

Thing. Yeah. Disingenuous way. I mean, yeah. Car cars, a great example. So like when I've bought cars before, like this sort of years ago, and then sort of like bought one on finance and then, um, Then went into collect the car and then had to sit through an hour of paperwork when they're not really doing anything, they could have done all this before, but actually it's to sell me to gap insurance and all the other stuff.

And then scaring me in that if I crashed the car, I'm going to lose thousands of pounds. I think that sort of know. And upselling technique. I don't like that sort of stuff. Yeah. I think the thing that we're talking about is literally just presenting something that you have already and just asking, possess them once.

Like, what do you know about this? Would you like to buy it? And if they say no, they say no, we don't have to really go into, uh, you know, the pushy sales car selling technique, just asking, asking somebody if he wants something else, is his magic.

Debbie: Yeah. And I think I can think about it from, um, kind of retail as well.

Like some clients that I work with that may be sales stuff online. So they have kind of like product based businesses, a way to do that might be to say, Like, I dunno, if you put so much in your shopping cart, then you get free postage. And that encourages people to spend a little bit more because people are like, I want that free postage.

And then you say, oh, you know, I've done it. And I'm like, what else could I buy from the shop and start putting extra stuff in. And as a retailer, that's going to help your profit margin because if you get every customer through the door, spend a little bit more money that makes your business more profitable.

I think for my business, because I'm a coach, how. Uh, or how I do upselling is essentially the number one way is at the end of that coaching service, I say, would you like to carry on working with me? So they kind of bought a service. It's like a package that has a beginning and an end. And then it's like, would you like to do more?

Would you like to carry this on? Let's explore what that would look like. And so I've kind of, they've already bought the product, you've built the relationship, and then you're looking at how you could take that further and kind of keep that relationship going. And so that, that element of kind of upselling works for me, but it's kind of at the end of that relationship when the relationship would end.

And I always kind of say to people, you know, what are you asking people to do next? Like what, what's your up for next? You know? So if somebody does like an online course of yours, w what's the next thing, cause what you don't want to do is get lots of people that are doing various things with you and then have nothing left for them to buy from you.

Because once people have enjoyed the experience, they probably do want the opportunity to do more with.

Bertie: Absolutely. Absolutely. And it, yeah, it's, it's, it's having your products, having whatever it is you're selling. Yeah. Laddered structured in that sort of way, because you've just given a really good example of where you would sell again at the end.

And somebody really has that relationship. But also if you plan this correctly, you can do that at the beginning. So, you know, your, your one-to-one coaching, uh, you know, it's not, it's not a cheap product, is it? Someone would just buy, so what you can. Is, you can have cheap products or free downloads or anything that then people can lead back to whatever, sorry

Debbie: that they can do at the very beginning of spending all the money.

Yeah. And they do do that. Maybe they'll buy like the Facebook ads mini course or the SEO mini course straight off my website that gives them experience with working with me. And then it's like, do you want to work with me? Do you want to work with me one to one, but I think, yeah, you're right. It's about having no, if it's products, think how you can get more things into the cart and if it's services, think how you can ladder those products.

So you do have somewhere for people to go next because otherwise they get to the top of whatever you've got and then they just kind of fall off and then all that kind of effort to get them in there. And it might also be like, Um, subscription offers and that type of thing I think is a kind of, is upselling in a way, because you get somebody to try your product and then you're like, actually, if you subscribe to it, you get a little bit off every product.

And you're building that relationship where people come with you again and again and again. So I think like subscription type stuff is kind of a way to do upselling in a way, because you're making those, you're converting those customers, you know, repeatedly. And they're being loyal with you and you're getting, getting money in the bank.

So I think there's a number of ways that you can look at this idea of upset.

Bertie: Yes that. Yeah, absolutely. And that's the Atlas that the SAS model, isn't it, you know, like just yet the other software is subscription or services as a subscription. Yeah. That's, that's, that's a really good way of doing it. So yeah, I think, I think, you know, going back to like, um, you know, like when we were just talking then about lead magnets, so you were saying you've got like a Facebook ads, mini course, and you've got your coaching, you know, really is positioning.

So you've got like a product for everybody in any budget. So somebody. Start something. And actually that, that products that you're giving is still really super useful. So just because it's free, it doesn't mean that you're just giving people just rubbish, you know, like your, your, your mini courses and your downloads are really, really valuable.

So there are things that people can actually utilize, help grow their business, get them to a certain level. And then you're the first person they will then come to, uh, once they. Uh, once it starts to get more successful because you've helped them in that, in that way, even they haven't necessarily done it in one-to-one.

So I think a lot of businesses can think about it in this way. What can I do to add value to my customers? And, yeah, we're talking about service-based businesses here, but you know, this could be the same for product based businesses, you know? What products could you get people to, you know, what samples may be like if you're selling, I don't know, whatever it is.

Like, there's always something you can do to, uh, that you can get people at a lower price and then upsell them later and it doesn't have to be dirty or sleazy. Yeah. Yeah, exactly. And you know, I think that if that's true to your values, then you don't have, you don't have to go in with that. You know, the icky, sleazy salesman type thing, you know, that's not how I operate and I know it's not how you operate either, but I think just asking, letting people know what you sell is really, really important.

Debbie: Yeah. And I think the idea of being upfront about it as well, and just being like, this is, this is the deal. Do you want it? That's the thing that makes it less sleazy. So I have a client who delivers a product and at the end of the product, you can kind of pay her a monthly fee and she'll make sure that that product, you know, stays in, in the best pest possible way that it can.

She co calls it like a peace of mind. Um, Kind of package and they pay monthly for that, but she tells them at the very beginning, when they find that initial products that she has this thing afterwards. So it's not like she's coming in at the end. Oh, now you've got this product. Do you want to buy this peace of mind thing?

It's that it's upfront, she's open about it. And that means that people kind of, they can see what's happening. It's not like there's like chocolate, the end. Oh, now if you do this extra thing. And so I think there's the thing about being transparent. If you want to move away from sleazy is just being really honest with people and going, this is how I work.

This is how it works to the best of its ability. And this is how I can serve you or help you in the best way you up for it. And then people can just make a choice.

Bertie: That's right. And that's, you know, that's, that's the process you would do in like a discovery call, for example, for something service space, you know?

And I think it's like, if someone's booking a call with you, they pretty much know you're going to have something at the end to sell them so you can frame it exactly in that way. It's like, look, you know, It's just what your problems are. See if we can help. And then at the end, you know, I can to explain how we're going to work together.

It's all framed in that manner. And then there's no, there's no surprise. I think. Yeah. When you get surprises or you suddenly feel on the back for, you have to make a pressure decision, I think that's when it can start to feel a little bit sleazy or like what we're were saying before, you know, this is almost the opposite side to asking.

Discounts, like I was saying senior, I ask everybody and I, you know, I do. And we had a comment at the end. I think just as we got off saying, you'd ask him a small business for a discount is a little bit rude. I don't think it is. I think, you know, you choose to be offended by something. Right. You know? So if you view it's, you know, like, just because of businesses smaller, I don't think we should be perceived that a business isn't making any more.

I think that's something that we had, you know, big businesses lose money. So I think asking for a discount doesn't mean you're rude pushing for a discount or making. So it's very different. I think it's the same when you're upselling as well. So just asking for the sale or asking if they want to buy something else, that's absolutely fine.

But pressuring somebody into buying something, they don't need one Tor, uh, It is a very different, so I think there's, there's an art to this, but I think don't overthink it. Just ask and people can say no, and they're offended by the fact that you've asked them, then it says more about them than it does about you.

Oh,

Debbie: that's a lovely thing to end it on. Isn't it? Um, so yeah, don't be sleazy, be transparent and don't feel like you're going to offend people if you're also discount because that's their thing. There you go. Dish done. Brilliant. We're going to come back next week and I want to talk about printing.

Actually on that version of, of, of marketing and kind of promoting your products, because I've had a couple of examples of that this week, and I'd love to chat this through with Betty and you guys, and then see what you all think. So join us next week, uh, and bring your comments about print. Uh, do you like getting things in the post?

You know, we want to hear from you next week, so hopefully we'll, we'll see you next.

Bertie: We will be really deed Debbie. It's been a pleasure. Thank you very much. And thanks for watching listening everybody. And we'll be back again next week. 10 o'clock 10 minutes, ish of.

 

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