The tradition of adding some extra sales with what the customer originally intended to buy has passed on down the years. In the modern concept of business, when the waiter asks you if you want to have fries with the food that you ordered, that is an example of cross selling. Lead generation companies have worked on their goal to hike up sales by using the techniques of cross selling and up selling. Telemarketing agents working on projects are trained to try for cross and up selling so that the client can benefit more from what they are paying for. The modern consumer’s confusion to read his own mind while buying something, is a reason why such methods yield greater results these days than ever before.
The basic trick to make successful cross selling is to keep things natural. Consumers know when you are pushing too much to make a sale. That’s when they freeze up and refuse to budge. The outbound call center agent has to approach the customer in a casual way. For example, when the customer is buying shoes, you can offer to sell socks. However, if you try to sell a shirt from the same brand, the customer will clamp up! You have to keep an eye out for these opportunities to make better telemarketing approaches. There are times when the customer does not know their own dormant demands. You have to spark that. You have to make them need something that they didn’t think they needed. The ideal way to do it is to study the buying patterns of the consumers. You can do so by studying the data available with you.
Consumers are sold on information. The more informed you are about the buyer’s mentality the better chances you have of clinching the sale. Customers feel impressed when the telemarketing services agent informs them about the competition and how they are better. They feel that they are in good hands when they are told facts and figures. But it’s never a good idea to cramp them with information. Tease them and make them ask for more information. When they want to know more, it only proves that they are interested in the conversation. Keep dangling the carrot till they make up their mind and decide to buy it.
Your chances of making a successful cross sale also depends on the choices you have. If you are doing sales lead generation for a client/brand that has a long chain of products/services, you are better off. Customers like a wide array of choices because that makes them feel special. As a telemarketer, if you can provide them with that range, you are increasing your chances of making them agree to some extra purchases. The BPO agents can derive added benefits if the cross selling products/services are not carrying astronomical price tags. The expensive items don’t do well in cross selling. Consumers never make heavy purchases as a complement to something that they already have on board.
We have lead generation agents who are skilled in cross selling and up selling. We also train them with the help of in-house BPO trainers so that they can deliver greater results.