Up selling is about asking the Right Questions

Up selling (cross selling, suggestive selling) is about listening and asking the right questions to fully diagnose the customer’s “pain”.

That requires prior preparation regarding your products, the customer profile( RFM Segmentation is a useful tool), customer needs and expectations and based on that to define your Unique Selling Preposition (USP). VRIO Analysis is strategic tool that is often used for USP definition.

Once you have the above information, then you will be able to formulate effective questions to identify your customer’s “pain” and furthermore lead the customer to feel the “pain”. That is the point at which customers buy.

Yiannakis Mouzouris
B.Sc. Mech. Eng., M.Sc. Mgt
Business Consultant / Trainer