Lesson notes, exercises, downloads, and recommended reading are below the video. On mobile, the video will rescale when you play it.

Sales Optimization: Upselling, Down-selling, and Cross-selling

A good salesperson never wants to leave their customer without making the best sale they can. So you need to learn the art of the upsell. And, for that matter, of the cross-sell and the down-sell.

The Book of the Course!
Sales Skills: A Management Courses Introduction
This book gives a broad introduction to the topic, for managers and professionals who don’t want or intend to specialize in sales and selling. And as a fast start for someone needing to make a start in selling, for whatever reason.
Get the kindle Exclusive book from: https://geni.us/TL5BKeD

Watching this video is worth 3 Management Courses CPD Points*.
🔎 See below for details

Sales and Selling Skills
This video is part of course module 8.4.3
Program 8: Managing Customers and Clients
Course 4: Sales / Selling Skills
Section 3: Selling Techniques

Other videos in this section include:
🎬 You Need a Sales Strategy: Which One? https://youtu.be/oOsZg7tQcII
🎬 Cold Calling to Get a Sales Appointment https://youtu.be/WKL1IcRZzLk
🎬 The 1-2-3 of a Successful Written Sales Proposal https://youtu.be/WSQkW0MrFPE
🎬 Pricing and Fear of Price https://youtu.be/Sp6NTiFtzQE
🎬 Account Management: Account-based Selling https://youtu.be/YfyQFfEOCyk
🎬 The Complex Sale: 101 https://youtu.be/7ZelzJSnu8A

An upsell is when you can persuade your customer to buy a more expensive product or service than they had already planned.

A cross-sell is when you can persuade your customer to buy an additional product or service that is related to the one they have already committed to buy.

A down-sell is where someone has declined to buy your product or service offer. So, you offer them an alternative product or service, at a lower price

6 factors combine to make upsells, cross-sells, and down-sells particularly easy and effective online:
1. User tracking and big data
2. Marginal costs of sale are low
3. Automation
4. Multiple tiers
5. Abandoned cart
6. Once hooked…

An order bump is an add-on product (a cross-sell) that your customer can add from directly within the order page. So, when they have confirmed a purchase, before the website processes payment, you can offer an additional product or service before your customer hits the pay button.

Why this works so well…
1. Commitment and Consistency
2. Weber’s Law

1. Next time you are shopping – look out for the upsell, cross-sell, or down-sell (1 MC CPD Point)
2. Notice the impacts that Commitment and Consistency, and Weber’s Law have on you (2 x 1 MC CPD Point)
3. How can you implement these ideas into your own sales process? (2 MC CPD Points)

Free Resources

🧰 CPD Tools – https://gum.co/MC-CPD
Paid resources
🧳 Management Courses Onboarding Kit – https://gum.co/MC-ObK ($3)

There are many books that introduce sales and selling. These are the ones I have, and can recommend:
📖 To Sell Is Human https://geni.us/L2EQmt
📖 The Only Sales Guide You’ll Ever Need https://geni.us/AEAVD5
📖 The New Strategic Selling https://geni.us/Zt2Z9n3
📖 SPIN Selling https://geni.us/Ir5xu
📖 The Psychology of Selling https://geni.us/AjR8AA

⭕️ Links to our book recommendations are affiliated through Amazon and help support our free videos

Managers Need a Basic set of kit to do your job well. Here are my top recommendations: https://kit.co/MikeClayton/manager-s-work-kit (the links are affiliated)

You can record your Management Courses CPD points on our free, downloadable CPD record log.
📓 Download it at: https://gum.co/MC-CPD
Each video has two levels of MC CPD points. For this video:
– If you simply watched the video, record 3 MC CPD points
– If you also carried out all of the recommended exercises, score a total of 8 MC CPD points

00:00 – A good salesperson…
00:26 – Upsell, Cross-sell, Down-sell
00:37 – You’ve done the hard work…
01:12 – Why do we Upsell?
01:57 – What is an Upsell?
02:36 – What is a Cross-sell?
03:57 – What is a Down-sell?
05:15 – Upselling, Down-selling, and Cross-selling online – why it works so well
05:35 – Reason 1
05:59 – Reason 2
06:19 – Reason 3
06:33 – Reason 4
06:54 – Reason 5
07:08 – Reason 6
07:32 – What is an Order Bump?
07:55 – Why do Upselling and Cross-selling work?
08:37 – Weber’s Law
10:23 – Commitment & Consistency + Weber’s Law

#ManagementCourses #Sales #Upsell


Daniel Pink: To Sell is Human
The Miller Heiman Strategic Selling Methodology
Sollution Selling: Neil Rackham’s SPIN Selling
Mary Kay Ash: The Mary Kay Way of Selling
Dale Carnegie: How to Win Friends and Sell to Them
The Complex Sale: 101
Account Management: What is Account-based Selling?
Pricing and Fear of Price
The 1-2-3 of a Successful Written Sales Proposal
Cold Calling to Get a Sales Appointment
You Need a Sales Strategy: Which One?
How to Qualify Your Sales Prospects
What is the Sales Funnel?
5 Components of a Powerful Sales Attitude
Sales Success Tips: Sales Do’s & Don’ts
Master Selling: Why People Do and Don’t Buy
After-Sales Activities [Sales Process Part 9 of 9]
Seeking Commitment – Closing the Sale [Sales Process Part 8 of 9]
Handling Objections to the Sale [Sales Process Part 7 of 9]
Presenting Solutions [Sales Process Part 6 of 9]
Diagnosis: Diagnosing the Customer’s Need [Sales Process Part 5 of 9]
Opening the Sales Meeting [Sales Process Part 4 of 9]
Sales Meeting Rapport Building [Sales Process Part 3 of 9]
Pre-Sales Activities [Sales Process Part 2 of 9]
Sales Prospecting [Sales Process Part 1 of 9]
The Sales Process – a Summary of the 9 Step Selling Process

Mike Clayton

About Mike Clayton 

Dr Mike Clayton is a (former) Project Manager and now a management educator. Having trained thousands of people at live workshops, seminars, and conferences, he now delivers training mainly via video. He has 14 books with international publishers and runs two successful YouTube channels. He is also the founder of OnlinePMCourses.com

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