The Art of Upselling

Upselling gets a bad rap.  When a decorative plumbing and hardware sales professional suggests either more expensive products and/or additional products that will deliver years of pleasure to clients, that should be viewed as a positive and differentiator to deliver compelling customer experiences.  There’s nothing wrong with suggesting a complete line of bath accessories, bathroom lighting, steam systems, towel warmers, mirrors, storage solutions, or a host of other products beyond basic plumbing fixtures.  Every bathroom needs lighting.  Every bathroom benefits from a toilet paper holder, towel bars and robe hooks.  If your showroom does not provide them, the client will be forced to source them elsewhere and that other place may be a competing decorative plumbing and hardware showroom, or even worse, online or a home center.

Upselling often has a negative connotation that a sales professional wants to pad a bill by suggesting additional purchases.  Too often sales professionals predetermine what a client is willing to pay, or place values on products based on their preferences and biases.  They sell through their wallets instead of the client’s.  When someone makes an effort to visit a decorative plumbing and hardware showroom, there’s a reason.  They know they are not at a home center or wholesale distributor.  Consumers come to showrooms for advice, for affirmation and for peace of mind. The come to showrooms to satisfy wants, not needs. 

Let’s agree to eliminate the term upselling and change it to making a complete sale.  The additional items that may be desired to make a complete sale are easily identified by asking the right questions and actively and intently listening

Making a complete sale provides additional benefits and enjoyment possibilities for showroom clients.  It will help clients live a healthier, happier and less stressful lifestyle.  Making a complete sale helps showroom clients get everything they may want or need for their bathroom renovation.  When you can provide a complete service by leveraging your knowledge, expertise and experience, you provide a service that can’t be matched online or by competitors whose skill sets are limited to taking orders.  And when you provide a complete service, your average sales, margins and commissions increase, and so do customer loyalty and referrals.