Are you having a hard time to maximize your phone order taking services? Are the sales and revenue not at par with the cost you are spending? If your answer is a resounding yes, then we have the perfect solution to your problem!
Can you believe that 30 percent of sales of eCommerce companies come from upsells and cross-sells? According to Marketing Metric, it is easier to sell to an existing customer, with a 60-70 percent probability, than to a new one with only five to 20 percent.
That means upselling and cross-selling to an existing customer will bring more sales and revenue to your company. It is easier to just recommend a similar product with a higher price (upselling) to a customer who will buy a different one. Also, it is easier to offer complementary products (cross-selling) to customers who are sure to buy from your company.
Different Cross Selling and Upselling Strategies You Can Use On Phone
A customer’s buying experience is different when they are shopping online compared to buying with an agent on the phone. When using phone order taking services, it might be harder for agents to upsell and cross-sell.
Here are some strategies to up your selling game.
First of all, it is important that agents knows what they are talking about. They should possess sufficient knowledge about the products and at the same time, accommodating to the questions and requests of their customers. They must also keep a lively tone to keep the attention and interest of the buyer.
When doing upselling, you should not prejudge the customer. You should not think that they will not want the product and are not interested in an upgrade. Opportunities should always be presented.
When cross-selling, never offer products which cost higher than the original product. That might throw off the customer. VWO has stated that it should be 60 percent cheaper. In addition to that, you should offer additional and complementary products only after they are sure to purchase the first product.
The most important thing to remember when cross-selling is that the product you are offering should make sense. It should be done at the right time with the perfect script or persuasion. You should not bombard the customer with so many products. Offer only up to three products. They might think you are too pushy and they might find you annoying if you keep offering them more.
For example, a customer is buying a bed. What are its complementary products? You can offer pillows and bed sheets as additionals. When speaking with the customer, you should always keep in mind that you are offering it to make their lives more comfortable and easier. Do not offer other furnitures such as drawers or cabinets, especially if the customer did not inquire.
Call center order taking services
Most call center companies have phone order taking services. Contact us now to know more about what we can offer to improve your business!
