Up-sell or Not!

In the culture of selling (professionally), we are taught to up-sell. We are trying to entice the customer into spending more money, either leaving with two items or one item with the highest price point. The metrics are calculated within a special system that identifies the salesperson, amount spent and number of items. The metrics measure not only the associates performance but the store's performance as well. Now, with an understanding of how most retailers work, you will understand the situation below and how the associate could have created a win-win for herself and closed the sale much sooner. 

So, I was shopping in a prestigious shopping center located in a very affluent area. The assumption is that every customer can afford everything they touch. The thing is, just because one can afford something doesn't mean it should be purchased. So, I mosey on into this plush and proper baby store where headbands started at $30, etc. I'm browsing and admiring all of the beautiful dresses and fine woven sweaters and cardigans. Another mother was shopping for her two girls: a two month old and a four year old. The mother was debating between two dresses; one frilly with pink and white stripes in two different sizes and one solid pink dress with a subdued ruffled trim for an infant. The debate took place at the cash-wrap with the associate. As I was walking by, the woman asked me what I thought about the dresses she had chosen. The question was if the solid pink for the infant would match the pink and white frilly that was intended for the four year old. The real question was if it was appropriate to spend so much on a dress for an infant to only wear once, whereas the pretty pink and subdued was priced a little less that the other frock. The intention was to have the girls in matching dresses. She asked if the pinks in each dress complimented the other. I agreed that the pinks were close enough to wear for a picture. I also explained that a hair accessory could be worn by the infant that accentuates the floral applique on the frilly dress. The woman agreed and she already had something at home to accessorize the baby and both girls would have a new dress. So, she asked the associate what her thoughts were and the associate continued to push for both frilly dresses. I think the woman was set on the plan I suggested and got the pink, ruffled trimmed dress with a cute headband for the infant and the pink frilly frock for the four year old. 

The lesson for the associate is to listen to what the customer is saying and when the sale is slipping, don't push for the item the customer is contemplating against. Instead, provide some options for the customer and allow the customer to make an informed choice on their own. Doing so, the associate is removed from the decision and the customer is now in control. It's a win-win because you get the two items sold to satisfy the store's goals and the customer is happy. Don't up sell and loose the sale for pushing for too much. Remember, you want the customer to return and trust your opinion on the next visit.
#customers #shopping #cutegirls #dresses #spring #salesassociates #headbands #springtime