Upselling and Cross-Selling are effective ways to increase both revenue and GP. If done correctly, it results in a customer that feels they have received additional value, and not that they have been sold extra ‘stuff’. Just selling more to increase the ticket size does nothing for customer loyalty and satisfaction – if anything, it creates the perception that visiting your store can be a more expensive exercise than anticipated.
We do appreciate that selling ‘outside the list’ can come across as a predatory exercise, but when done correctly, it is not only in the customer’s interests, but creates additional value, loyalty and trust. And some delight. But the benefits don’t end there – the pharmacist, dispenser and front shop staff get that unique feeling of satisfaction of having provided value beyond the norm – literally improving someone’s day (and sometimes their lives) because of the knowledge and skills they possess.
This course is provided face-to-face and online. The face-to-face method is preferred, as these allow for the necessary ‘stretch’ exercises where knowledge is turned into actual behaviour change.
Programme
09:00 Welcome and introductions
09:30 The anatomy of a sale
10:00 The impact of upselling and cross-selling on business health
10:30 The difference between money and value
11:00 The Upsell
11:30 The Cross-sell
12:00 Sales challenge exercise
12:30 Close