Summary of Upselling Techniques (That Really Work!)

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Upselling Techniques (That Really Work!) book summary
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Like many busy people who need to absorb or teach information in a hurry, Stephan Schiffman never met a bullet point he didn’t like. Indeed, his staccato chapters depend on them like a fast food meal needs quick hits of French fries. You probably couldn’t present a comprehensive sales training course without mentioning Schiffman, who’s been a high-profile sales training leader for more than 20 years. Although his advice is as sound as ever, this book has an episodic structure that seems jumpy. However, the book is written for busy sales professionals, and Schiffman’s first rule of sales is to know your audience. Sales executives and business travelers will find this an easy, useful read. Because of its business relevance, heartily recommends this book to trainers, sales managers and those on the front lines looking for ways to make the most of every deal.

About the Author

Stephan Schiffman has written dozens of books and is a leading sales trainer. His client list includes many top companies. His previous books include Cold Calling Techniques (That Really Work!), The 25 Habits of Highly Successful Salespeople and The 25 Most Dangerous Sales Myths and How to Avoid Them.



Upselling Defined

Companies are constantly trying to upsell consumers. Common examples include:

  • A consumer responds to a TV commercial, calling an 800 number to buy a product. The operator offers an additional product at a special discount.
  • When a customer receives an order from a manufacturer, the package includes an offer for an extra product or service.
  • After consumers buy products or services, they get sales calls offering more products.

When you sell something new to an existing client, that’s upselling. Upselling an existing customer costs much less than finding a new one, a process that takes time and involves expensive marketing.

Conversational Upselling

"Do-based questions" are an essential element of upselling conversations. These questions focus on customer behavior rather than on thoughts, feelings or opinions. Ask customers what they do with your product, how they do it, how they used to do it and why they do it. Ask about their sales cycles, their production issues, their markets and how they respond to change. If you ask customers what they would like to improve about their businesses, you’re likely to...

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