McDonald’s was one of the first companies to introduce the world to add ons and the art of upselling and cross-selling. “Do you want fries with that?” offered insight into purchasing behavior and changed the way businesses speak to customers (as well as altered our waistlines).
Once customers decide to buy a product or service, they are primed to buy more. Customers want to say ‘yes,’ because what is a burger without fries? This article will discuss the ins and outs of upselling, cross-selling and how Start Booking helps you deliver add on services or products quickly (without extra calories or any hassle).
The science of add-on sales and complementary products
Upselling and cross-selling are not trickery but valuable opportunities to increase sales while creating happy (and repeat) customers. To know how to utilize these strategies in your business effectively, let’s define upselling and cross-selling.
Upselling and Cross-selling
Cross-selling is a complementary product or service offering, while upselling offers an upgrade or premium choice on a product. Adding a foot massage or callus removal to a pedicure at a nail salon is one example of an upsell. An example of cross-selling would be to encourage your customer to purchase a manicure in addition to a pedicure appointment.
Adding offerings, either through upgrades or complementary services, is beneficial to profits. Businesses are statistically more likely to sell to a repeat customer than attract new clients. According to Annex Cloud, a customer loyalty and experience software leader, the probability of selling to an existing customer is between 60 percent and 70 percent. In comparison, the chances of selling to a new prospect land between 5 percent and 20 percent. Furthermore, happy and satisfied customers are 87 percent more likely to purchase upgrades and new services.
Upselling is generally easier than cross-selling (which is not too surprising when you think about it). It’s easier to sell an item related to what a customer already purchased than to sell them something new that is related yet different.
How Start Booking helps businesses beyond automated scheduling
What if you could upsell or cross-sell before your customers arrive at appointments? Instead of asking salon clients at their appointments if they would like nail art on their manicured fingers, you can use Start Booking’s powerful features to include add-ons at the time of appointment scheduling.
If you are a fitness professional, the WordPress booking plugin allows you to offer single or recurring events, group or individual classes. Complete customization and the software’s powerful flexibility allows you the freedom to deliver services and products clients want. Additionally, you will save time and energy managing bookings because communication, payment and scheduling happen on one platform, in one space (forget the post-it note days and archaic filing systems).
Use Start Booking to add on profits
Start Booking includes many powerful features to simplify your business and increase sales. Here are three ideas of how Start Booking can level up your profits (without being annoying or awkward about upselling or cross-selling).
Option A: Include a corresponding service or product
A burger is better with fries. A computer needs a printer. An iPhone rocks with AirPods. Life is filled with products that add value when combined as a pair. What your business can offer is no different. To add sales and increase profits in your company, think about the items, services, or products that pair nicely with what your customers already love. If you are unsure of a cross-selling opportunity in your niche, ask your clients in a simple, five-question survey (but make sure to incentivize a survey with a giveaway or raffle). The easiest way to find out what your client needs or wants is to put yourself in their shoes.
Option B: Class upgrades
Start Booking allows businesses to customize appointment scheduling so that a client can purchase single, multiple, or recurring services. One way to add on sales is to offer promotions for purchasing additional classes. For example, when booking one class, a self-coach can offer a limited time discount of a free session if a five-session package is purchased. For upgrades and discounts, remember the theory of FOMO and limited-time availability. People don’t want to miss out. Products and services that include ‘time limits,’ will be more effective than offerings with unlimited availability.
Option C: Add on tips
Although not precisely an upsell or a cross-sell, Start Booking includes the ability to add a tip during a product or service purchase. Your customers will appreciate the ability to easily add tips instead of awkwardly realizing they forgot to bring cash to an appointment. Businesses can conveniently manage and distribute tips in whatever way fits the brand best.
Small and mid-sized businesses, with a commitment to their customers, do not use upselling or cross-selling as sleazy sales tactics. In contrast, successful companies focus on the customer experience and deliver value at every point of interaction. From the first sale to additional offerings, Start Booking allows small businesses to do what they do best— connect with customers in a personalized and meaningful way.