Respect customer's choice

Do not upsell in a way that makes customers feel pressured to buy more. This will make them uncomfortable and may not return to purchase in the future. Most importantly, you must choose the right upsell time, and mention it as a suggestion or offer.


If the customer refuses, respect their choice. It is important that you acquire and retain customers, sometimes building trust goes a long way. Be patient and believe in future opportunities.


Optimize customer survey before chatting
With pre-chat surveys, customers can provide their information or use their own Facebook or Google+ accounts to fill out the survey. As a result, you can understand the information of your customers as well as their wishes. You can also add information about your business sector as well as business size to the survey if you are a B2B company. If your company is B2C, you can ask for more information related to the product, for example, if you sell clothes, you can ask more about size, style ... in the survey. This information will help you get closer to upsell opportunities. However, it must always be optimized so that these surveys are not a hindrance for customers.


Take advantage of exchange history
Mike Brooks, author of Mr. Inside Sales has made the point: Many sales reps (up to 80%) do not have the necessary information to base an upsell and therefore it is not convincing. If there is a history of communication, the consultant or sales representative can have preliminary information about the customer as well as their needs and can make appropriate suggestions.


Upsell-grape-lich-su-chat
Exchange history provides preliminary Job Function Email List information about customers and their needs.





As can be seen, effective upsell is always based on understanding customer needs. The flexible use of features from  the online support solution will help you get closer and read the customer's wishes even when they are still "ambiguous". Even in the event that the upsell is not successful, you can still have future opportunities thanks to the trust your customers have in your business.


By Kevin Gao


Related articles:


Effective Upsell Strategy
Apply Upsell in SAAS and E-commerce businesses.