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Meaning of Cross Selling (CS) &
Up Selling (US).
Need or importance of CS & US.
Essential Skills for CS & US. Essential Skills for CS & US.
CS & USTechniques.
Outcome orTake away
In this module,
You will be able to open doors for additional business.
You will learn how to sell, without feeling hesitation.
You will create added value for your customers, in a way that You will create added value for your customers, in a way that
will make everyone feel they came out ahead.
CS concerns selling those items which are
connected or can be integrated with the
product being sold.
It involves offering the customer items that
compliment the original purchase in some
It is an art of suggesting a customer, products
related to the one for which purchase is already
Customer is motivated to spend on items that
might be required later to get a complete
experience of the product in question.
If you’re selling a laptop, you can offer a laptop
bag, a mouse, or a laptop desk with a cooling
In order to be ready to do the cross-selling you should study
your offers and find complimentary additional products &
services to each offer.
Use your target market knowledge & expertise to find the bestUse your target market knowledge & expertise to find the best
pairs for your customers
Up selling is a sales technique where a
seller tries to sell more enhanced and
expensive products than the product the
customer initially decided to buy.
1. Basically up selling happens when you1. Basically up selling happens when you
decide to buy one laptop, but you buy a
better & more expensive model, because
the seller demonstrated it &
recommended you to buy it.
2. The 32’’TV set instead of 24’’TV set.
The upgrade should cost just slightly more than the chosen
If the price difference is very big the buyer will need to go
through a longer buying decision & may postpone thethrough a longer buying decision & may postpone the
purchase or stay with the chosen product.
It is recommended up sell products that cost not more than
25% more than the chosen products
CS & US is a business practice
in retail, hotel, bank,
marketing and other industries
to introduce customers to ato introduce customers to a
better or complimentary
products once they have
decided to make a purchase of
an item they are interested in.
Where should I use CS and US?
Purchase Cycle Examples
1. Setup box subscription.
3. Supporting or required
Importance of CS & US
To increase revenue.
To hit competition & competitor.
Retain the customers.
Fulfill the customer Fulfill the customer
Increase the customer services &
Build a long term relationship.
Essential of Skills for CS & US
All Product knowledge.
Objection handling skills.
Educating or informing
Techniques for CS & US
to increasing revenue
Choose correct complementary products.
Know how to ask the right questions, gently open the door for
opportunities, & help buyers benefit from buying more.
We will/need to explore ways to make CS & US a win-win We will/need to explore ways to make CS & US a win-win
situation for everyone.
Professionals(You) try to help customers make a better buying