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Posted: Wed May 28, 2025 5:09 am
you’ve got the signals. Now how do you go for the upsell? The key is a combination of preparation and timing: stay up-to-date on product or service knowledge and customer insights. Then, tailor your offer to specific needs as soon as they’re articulated. The key is framing every upsell as a value-first solution — that’s how you build loyalty. Here are six best practices:
1. Make it easy for customers to contact you
upselling is not all about outreach. If you’ve landed a successful first sale, customers might have questions about your product or service. Prospects might also come directly to you when they’re ready to buy. Both of these are perfect opportunities for upselling, but they’re only possible if it’s easy to contact you.
Make sure a “contact us” phone number and email are prominent on your website. Activate a chatbot that can answer basic questions and triage customer support. And don’t let those contacts go cold – follow up on any leads within 24 hours.
2. Confirm the latest features of your product or service before customer outreach
chances are, your product or service portfolio is constantly changing. New america phone number list features, new models, new subscription tiers. Before you ever reach out to a customer, get to know the latest so you can be prepared to explain the benefits if upsell signals arise. Watch demos, sign up for free trials, and talk with the product or service development team regularly to make sure you have the latest information.
3. Respond as soon as upsell signals surface
part of the secret sauce to upselling is timing. When the customer tells you about a need or problem, introduce your product or service as a solution. If you stay on top of customer research and your product’s newest features, it will be easy to connect their needs to your offerings.
4. Always focus on value
your goal in upselling is to create the most impactful solution possible. You may be tempted to go for an upsell simply because it will help you hit quota, but that may wreck the relationship with your customer. Instead of asking, “how can i get more money out of this deal?” ask “knowing this customer and my product, how can i help them hit their goals?
1. Make it easy for customers to contact you
upselling is not all about outreach. If you’ve landed a successful first sale, customers might have questions about your product or service. Prospects might also come directly to you when they’re ready to buy. Both of these are perfect opportunities for upselling, but they’re only possible if it’s easy to contact you.
Make sure a “contact us” phone number and email are prominent on your website. Activate a chatbot that can answer basic questions and triage customer support. And don’t let those contacts go cold – follow up on any leads within 24 hours.
2. Confirm the latest features of your product or service before customer outreach
chances are, your product or service portfolio is constantly changing. New america phone number list features, new models, new subscription tiers. Before you ever reach out to a customer, get to know the latest so you can be prepared to explain the benefits if upsell signals arise. Watch demos, sign up for free trials, and talk with the product or service development team regularly to make sure you have the latest information.
3. Respond as soon as upsell signals surface
part of the secret sauce to upselling is timing. When the customer tells you about a need or problem, introduce your product or service as a solution. If you stay on top of customer research and your product’s newest features, it will be easy to connect their needs to your offerings.
4. Always focus on value
your goal in upselling is to create the most impactful solution possible. You may be tempted to go for an upsell simply because it will help you hit quota, but that may wreck the relationship with your customer. Instead of asking, “how can i get more money out of this deal?” ask “knowing this customer and my product, how can i help them hit their goals?