Sales Quote Of The Day

The reason it seems that price is all your customers care is that you haven’t given them anything else to care about – Seth Godin 

Today’s Sales Nugget

When is the right time to upsell?

A lot of sales professionals upsell too early or do not upsell because of the fear of losing the existing customer. Have you been there? If yes, here is what you need to know.

Every single customer goes through multiple frames during the life-cycle and each frame defines the level of resistance the customer has or positively the level of trust they have on you.

A Suspect Frame – the customer has maximum resistance and least trust

A Prospect Frame – the customer has minimum resistance and good trust

A Customer Frame – the customer has no resistance but may have resistance towards other products that you wish to sell

A Loyal Customer Frame – least resistance and high trust for your everything that you wish to offer.

Life Time Customer Frame – No resistance and complete trust for everything that you sell

Much before you decide to upsell is to identify which frame is the customer in and then choose to upsell. Your job is to ensure they move from one frame to another as early as possible and as easily as possible. The moment you find them in the least resistance frame you can upsell and  cross-sell.

Sales Action

1) Shift the frame of the customer faster by offering them great customer service.
2) Upsell at the right time.

 

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