Monday, 24 September 2012

Upselling provides profit, guest satisfaction

Upselling provides profit, guest satisfaction

Upselling is something we are all exposed to from time to time. And whether you sell meals, bedrooms or widgets, it's a technique that can help your bottom line. When done well, upselling can give your customers a better experience.
Wikipedia describes upselling as “a sales technique whereby a salesperson induces the customer to purchase more expensive items, upgrades, or other add-ons in an attempt to make a more profitable sale.” I’m not sure I like this description. It implies that upselling is one-sided in favor of the business, with little benefit to the customer at all.
Although upselling usually involves marketing more profitable services or products, it also can simply expose customers to other options they might not have considered. Upselling implies selling something that is more profitable or otherwise preferable for the seller instead of the original sale. But is it just about increasing the customer spend, or is it also about giving the customer a better experience overall—offering them something they forgot to order or never even thought of?