When people talk about upselling and cross-selling, many think about fast-food restaurants where they are asked if you want a large drink and fries on the side? In short, this is the classic up-sell and cross-sell model.
This is something we are used to and have come to expect in cafes and restaurants alike. It obviously works when we want to serve people quickly, yet look for opportunities. And as the saying goes “if you ask enough people, some will say yes”.
Whilst it works for fast-moving consumer goods, it can be ineffective for more sophisticated sales. Customers are more educated and expectations are higher. They want to feel valued, so a more consultative approach is needed.
When I think of the two styles of selling, I am reminded of two contrasting examples I witnessed in a shoe shop a couple of years ago. One was bland and, in my opinion quite ineffective. Whereas the other interaction was engaging and very persuasive.