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Upselling - Part 3: The Supporting Product

In our Upselling Part 2 post, we discussed the alternative product as an upselling option… suggesting a completely different product which is an upgrade to what the customer had originally intended to buy, such as suggesting they purchase a Professional text stamp instead of a Printy.

In this installment we will look at an even more popular upselling option: offering a supporting product.

A supporting product is one that is used to improve the longevity of the item the customer is purchasing, or to make it less expensive down the road. You can think of supporting products as an add-on of sorts to the “main” product that the customer is buying.

For example, if a customer purchases a rubber stamp, suggest to them a pad and some refill ink to go along with it. If it’s a self-inker, recommend replacement pads. If it’s a pre-inked stamp, suggest re-fill ink. These products add value to the whole purchase and are directly related to the original purchase.

Also, it is important to incentivize the customer to purchase supporting products, like offering them at a discount, for example. If there is no financial advantage for the customer to purchase a supporting product now, then they will delay that expense as long as they can, and when the time comes that they do need to purchase them, they may not even come back to you.

It is important to remember that for upselling to work it must be practiced by all who have contact with your customers. Sales representatives, customer service, even your website, must all support the practice and use it at every opportunity. It must be second nature to them. Everyone working together will not only result in increased sales, but increased customer satisfaction with you and your company as well, making it a win-win for everyone.


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