Up-Serving is the New Up-Selling: How to Get on Board
In today’s world of increasing competition, there are two ways to approach the eyewear sale—up-selling and up-serving.
Up-selling is the age-old idea of always offering “fries to go with that shake.” The goal? To get customers to buy more and generally increase your sales transaction amount.
Tip: To practice up-serving, first take a look at each step in your sales cycle.
Up-serving, on the other hand, is a newer idea that is one part sales and one part customer service. Basically an educated twist on up-selling, up-serving is about making customers even more satisfied with their purchase decision and increasing their satisfaction.
In the eyecare setting, this translates to providing better health care and a higher level of service for the patient. The goal? To make patients even more satisfied and increase business by offering excellent service.
How can you encourage a culture of up-selling in your business? These 3 tips might help:
- To practice up-serving, first take a look at each step in your sales cycle. Determine those specific steps and write them down.
- Then, take a good look at each step and consider how each one could be made more satisfying for your patients and customers. How can you implement more listening time with your customers? What pertinent questions can you ask that will enable you to craft the right solution for their needs, even if it’s a more affordable one? This is a simple but important process that will change the ways in which your employees approach a sale.
- Meet with your sales staff to discuss your sales steps and the ways in which you’re converting them from up-selling steps to up-serving steps. The world’s finest sales organizations use up-serving to obtain excellence—and your business can too.
Do you use up-selling or up-serving in your business?
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Erinn Morgan
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