Go to McDonalds and they will usually ask, if you haven’t ordered them, “Would you like fries with that?”
Go to the hardware store and buy and hacksaw and the sales associate might ask, “Would you like some extra blades with that?”
What’s the difference between these two? Both are virtually the same questions, but they have two somewhat different reasons for the questions.
The McDonalds example is about the up-sell, or so it seems. If it wasn’t fries, they might ask about hot apple pie. Two reasons to ask the question at McDonalds: one is to sell more to a customer and two is customer service – to enhance the meal. That’s right, enhance the meal. I can’t think of any meal that wouldn’t be better with those delicious McDonalds fries.
The hardware store example is 100% about customer service. Hacksaw blades dull and even break. Having extra’s is a convenience and even an insurance plan. You don’t want to be in the middle of a project, have the blade break and have to go back to the hardware store to get another one. The sales associate isn’t trying to sell more blades to increase the sale. This is simply about making sure the customer has what he/she needs. In other words… customer service.
It is okay to up-sell. I encourage my clients to do so – but only if it meets that crucial requirement, which is to deliver a better service experience. Making more money is more than okay, especially when it enhances the meal. If I have to spend more money to get what I really want, have a better meal, avoid an inconvenience, etc. then please… sell me more!
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a professional speaker and author, Shep helps companies develop loyal relationships with their customers and employees. For more information on Shep’s speaking programs and books, please contact (314) 692-2200. Email: email@example.com Web: www.hyken.com. For information on customer service training, go to www.TheCustomerFocus.com.