Upselling The Art of the Service Walkaround - ICE Australia

The art of the Walk around including Upselling & Side Selling

A "parallel" journey and experience between the consumer and your business leading to increased profits.

Presented by Matthew Hodson

Definitions :

? The Walk Around is a powerful way of identifying very quickly tools that can be harnessed in the

sales process that you can use to your advantage by being astute and noting opportunities that can be used immediately and long term pre-sale or post sale.

? Cross-selling is the action or practice of selling an additional product or service to an existing

customer. In practice, businesses define cross-selling in many different ways. Elements that might influence the definition might include the size of the business, the industry sector it operates within and the financial motivations of those required to define the term.

? Upselling is a sales technique whereby a seller induces the customer to purchase more

expensive items, upgrades, or other add-ons in an attempt to make a more profitable sale. Upselling usually involves marketing more profitable services or products but can be simply exposing the customer to other options that were perhaps not considered.

REALITY IS .................. In practice, we usually combine upselling and cross-selling to maximize profit. In doing so, your sales team must ensure that the relationship with the client is not disrupted. A common technique for successful upsellers is becoming aware of a customer's background, budget and other budgets, allowing the upsellers to understand better what that particular purchaser "values", or may come

to "value".

Some definitions sourced via Wikipedia

Why the walk around?

? The objective is having consumers trust your judgement and value your

recommendations as you learn more about your customer ? either via a model demonstration or appraisal.

? The result is an increase in turnover and an increase in profitability ? why? ? Post our session, one of the biggest side / upsells - Finance will be discussed

by Julian and naturally offering Insurance goes without saying.

Lets break this down to 3 relevant topics and discuss some insights....

1.Boat sale new or used........ 2.The trade in........ 3.After sales service and repairs.......

"Buying a boat is one of hardest purchase decisions I've ever had to make" Consumer 101, BC and AC

? Often a reply from the buying public ? as the choices are endless, can be subjective. ? Seize this opportunity as the trusted expert and share your recommendations based on

their future intended use.

? This is the time for the upsell.... What, Who &Timing. It doesn't have to be as blatant as

"do you want fries with that"

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