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How CRM Can Maximize Upselling & Cross-Selling Opportunities

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  • 0:03 Upselling & Cross-Selling
  • 0:59 Why They Are Important
  • 2:06 Tracking Buying Patterns
  • 3:03 Increasing Sales Opportunities
  • 3:44 Lesson Summary
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Lesson Transcript
Instructor: Savannah Samoszuk

Savannah has over eight years of hotel management experience and has a master's degree in leadership.

Your current customers are great clients to upsell and cross-sell to. You have already invested in building the relationships, and you can keep your customers' loyalty by upselling and cross-selling. Using your CRM can help in both of these areas.

Up-Selling & Cross-Selling

In today's business world everyone is a sales person. Most businesses have caught on that they need to use their entire team to sell their products and services. There are many opportunities to sell, which is why it is important to train your team on selling techniques. Upselling is the sales technique where additional products or services are added to the original purchase. For example, Erin is buying a new cell phone and the salesperson suggests adding a cell phone case to her purchase. This is an example of upselling. Cross-selling is a sales technique where the salesperson will suggest a different product or service based on the buyer's history or preferences. For example, while Erin is buying the cell phone, the salesperson could suggest buying a tablet. This is selling a different product to an existing customer. Both techniques are important and can be maximized by using your CRM information.

Why They Are Important

Upselling and cross-selling are techniques that target your current customer base. This is important because attracting new customers is more costly and time consuming than using your current customer base. You can also build customer loyalty by upselling and cross-selling. Your customer will trust the salesperson's suggestions if they have had positive past experiences with purchases from that salesperson. This will help to build a stronger relationship with customers and build customer loyalty.

For example, Fred calls in to pay his cable bill and the salesperson notices in the CRM that Fred is a sports fan and has added certain sports channels. The salesperson notices that the current package Fred has does not have the most sports channels so he suggests a sports package to Fred. After changing to the sports package, Fred was very happy that he was not paying for channels he didn't watch and that he now has all the sports channels. This shows how cross-selling made Fred a loyal customer, and it built a relationship with that customer. Sometimes customers do not know what they need and this is when cross-selling can make a huge impact.

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