The Art of the Upsell: Jancyn Mystery Shops Help Improve Sales Competency

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Jancyn clients report enhanced consumer satisfaction and value while increasing their bottom line.

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In the world of business, the phrase “There’s no second chance to make a good first impression” rings true for most business owners. Similarly, you may not get a second chance to upsell your products or package deals. When your front line personnel, such as servers or clerks, interact with guests, this is the perfect opportunity to promote your products and encourage consumers to purchase complimentary items. Asking needs based questions allows customer facing staff to make suggestions for an additional purchase.

Another companion skill to the upsell is the concept of the cross-sell. This amounts to recommending to consumers complementary items to their original purchase. Whereas an upsell may mean making the small order of fries a large order of fries, cross-selling is also suggesting matching earrings with the necklace or taking a whole pie to go. In any of these scenarios, the end result is a boost to the company bottom line. "In a study by Ashley Verill of Software Advice magazine, retails experienced an average 20% increase in sales with upselling. This applied to both local and national retailers."

As part of any new employee orientation and training, upselling should be a key proficiency taught to the trainee. There is a certain skill to making the upsell and cross-sell suggestions to consumers both helpful and casual. Customers tend to shy away from pushy salespeople and gravitate towards the employee they feel has their best interest at heart. As the upsell occurs, the associate should provide a pleasant experience while still offering them a deal that cannot be resisted. And in fact, it should be the case the patron does come away with a better value with their additional purchase.

One way companies can be certain that their employees are effectively upselling their products is by way of a mystery shopping program. According to Vicki Dempsey, Vice President of Jancyn Evaluation Shops, “Whether the product being sold is a meal, a pair of shoes, or an upscale apartment, every line of business benefits from an effective upsell. Usage of a mystery shopping program such as ours provides feedback as to which employees are, or are not, effectively trained to upsell at each and every customer encounter.” Mystery shopping programs can be custom designed to the specific needs of the business and can address concerns pertinent to the brand values. It is a method to make sure that the employees are communicating effectively with customers and successfully upselling targeted products.

With a mystery shopping program, companies can identify those employees that may be in need to additional training and can also be used to reward exceptionally well performing employees. It can also provide crucial insight from the consumer angle and provide data that will allow business owners to continue to refine their sales techniques in order to maximize profits. States Dempsey, “The only effective upsell is the one that results in additional sales, while at the same time enhancing consumer satisfaction and value. If both of these occur, then repeat visits will ensue and revenue will naturally increase.”

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Vicki Dempsey
+1 408 267-2600 Ext: 300
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John Dempsey
408 267-2600 202
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since: 12/2010
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