Most people do.
It’s like going to the mall, grocery store, fast food / restaurants and department stores – right at the point of checkout they ask the big question(s):
- Is there anything else I can help you with today?
- Oh by the way, did you see that xyz is on sale today only?
- Would you like for me to add to add xyz to your order?
- Would you like to add an apple pie to that order?
- etc., etc., etc.
Or the infamous commercials we see on television…
“BUT WAIT! There’s more…”
If these types of upsells irritate you, then why would you even consider adding it to your check out process?
I know, GURU what’s his or her name told you it should be done – REGARDLESS – of what ‘most‘ people may say.
Most people means:
- Greatest in number
- Greatest in amount, extent, or degree
- In the greatest number of instances
- The greatest amount or degree
- The greatest, best, or most exciting
- The greatest part or number
- In or to the highest degree or extent
Therefore if most people who are searching online for a particular product or service and upsells irritate them, what would your check out process look like?
Now here’s the tricky part…
Some upsells DO work. Sounds contradictory right? Not really.
It all depends on what you’re selling and what the check out process looks like to your potential customer.
Definition of Upsell
Up-selling is a sales technique whereby a saleperson attempts to have the customer purchase more expensive items, upgrades, or other add-ons in an attempt to make a more profitable sale… (source)
Upsell marketing usually works best with ‘physical’ products, like clothes, shoes, home furnishings, toys, baby and wedding shower registries and so on.
When it comes to ebooks, reports, guides – any digital download – I would be very careful about using upsells – especially if it has nothing to do with what they purchased.
This isn’t to say that your potential customers wouldn’t be interested in another ebook or report, but while they did end up on your website for a particular ‘thing’ – it would be best to keep them focused on the original intent opposed to having shopping cart abandonment because of your consistent upsells.
Information overload is like confusion – ‘a confused mind does absolutely nothing.’
If you don’t know how to properly upsell your ebooks, reports, etc., I encourage you to read the right way to do it with “The Upsell Report: How To Get Customers To Spend More Money.”
Probably one of the most common “legitimate” reasons for a person to abandon your shopping cart or ask for a refund is when the product or service doesn’t deliver what was described. You also want to ‘avoid hype’ which creates unrealistic expectations that ultimately lead to disappointment with the order.
You’ll find several ideas to help you understand how upselling works.
The examples, hints and tips found inside this report will make it easy for you to apply it to your own product or service. You’ll even discover how NOT to do an upsell.
Your intent should be to establish trust — hence you’ve established a long term relationship with your customers. If all you’re doing is selling, selling, selling – then that’s how a person will perceive you which equals to – shopping cart abandonment and refund requests.
Get this and you’ll see why you might have shopping cart abandonment:
“People don’t care how much you know, until they know
how much YOU care!”
I’m ‘keeping it real‘,
P.S. Like what you see here at ‘Keeping It Real?’ Subscribe below so you’ll receive a notification every time I add a new post 
{ 16 comments… read them below or add one }
Regina,
I usually don’t like upsells, but a few times in my 9 years online career, I was actually glad for the upsell. But, like you mentioned, it WAS related to my original purchase, and it actually made my use of the original purchase more meaningful and easier.
.-= Adriana @ My Online Business Journey´s last blog ..How to Host your Own Blog World Tour Review =-.
I do have an upsell to my products, it is related to what I’m selling, and available without fanfare or much explanation at checkout. About 1/3 of my customers by the “upgrade”.
I get tired of “would you like to save 10% today by opening a Target card?” I do not mind “would you like fries with that?”
Great point Regina. I have seen as many as 8 up sell down sells on a free product that you just pay for shipping. It gets to be a bit much. In some cases it makes sense, it is very important to know you target audience.
I recently purchased a $1 item that had 6 upsell pages. By the end, I was wishing I hadn’t signed up at all! I don’t mind a page or 2, but 6 is way to many!!
.-= Don´s last blog ..3 Simple, Healthy Meal PlansYou Can Start Right Now =-.
The problem with Upsell is it supposed to be Up-help
Everybody’s doing it and they’re all dong it wrong! Starbucks, McDonald’s and even the USPS are using this dastardly tactic — the thing is it works enough – enough people say OK sure I’ll have a scone.
The other thing is it drives people like me crazy…because…as politely as they do it IT IS ABOUT THEM and I want it it be about ME, ME, ME
So here’s how you fix that – Upsell sure no problem but develop your tactic (script if you must) thinking about ME – then your Upsell will sounds like the Up-help it was surely meant to be. Want so see Up-help in action call Uline 1-800-958-5463 or drop by a Chik-Fil-A
.-= mike gibbons @buttonguy´s last blog ..GOOG 411 Easy-Peasy Free Charlotte Info and Phone Numbers =-.
I don’t have an upsell either; then again, one has to be selling enough products to even want to consider an upsell. Just asking, but do you also NOT create mailing lists, which, in my opinion, is just another way of upselling?
.-= Mitch´s last blog ..More Promoting And Marketing =-.
Hi Mitch, that all depends on what the list is created for. If it’s just a list to build a great subscriber based then that’s the original intent – to build a list and perhaps to offer a product or service in relation to a free offer, that’s cool because afterall we are in business… however…
Like Don mentioned above, 6 upsells to one offer – that’s a bit irritating
You must have been reading my mind when you wrote this one Regina. I almost hate to buy anything because the upsells go on and on and on these days. Maybe we should invent a password that means not to all and save everyone some time and energy. I try to put myself in the other persons shoes when it’s a live transaction because that could be me but that being me is exactly what keeps me from doing upsells.
Thanks for giving another way to approach a tough necessity.
Linette – you made me smile about the password thing, LOL! I think upsells have a place… it’s all in how we choose to word them that makes all the difference ~
Judy – yes they do work (for some), unfortunately for a lot of newbies who don’t have a clue why they’re buying all that stuff so it just accumulates storage dust ;-(
Scott – Wow, thanks for taking the time to share your thoughts on this – I like hearing the various ways marketers make sense of it. Can’t really agree however with your mentor re: buyer exhaustion, imo it has a huge potential of returns, i.e., refunds
Nicole – yep, ‘neck deep in a mess’ sounds just like where a lot of newbies end up – and “… Sure they may buy more, but, if they feel icky about their purchase, it may be the last time they do so. Track that!” ~ my point exactly!
Educating people on why we do what we do, *IMO* creates return, loyal customers who trust us to make recommendations to them over, over and over again
Thank you all for super great comments!
This is so true, Regina. If it works though, marketers won’t stop using the technique. When it is very low key, I don’t seem to mind as much especially if the upsell is right along the same lines as the original offer. I suspect that if the abuse of that technique online keeps getting worse, it will stop like the bogus testimonials have had to or people will just stop buying from those sites.
.-= Judy´s last blog ..Hypnosis For Self-Confidence & How I Became A Fire Eating Maniac =-.
When done the right way I really enjoy upsells. For example, nearly every time that I buy a book from Amazon and before I checkout they present me with a list of “People who bought this book also purchased…”
I love that because there are usually books that I hadn’t heard of and look great… so I add some to my collection.
As long as the upsells are complimentary I’m all good with it. If you don’t want it, you just say no and click away. Much like I do at the coffee shop.
In department stores or restaurants there are many times when an upsell is something that I wasn’t aware of and wouldn’t have known about it unless the employee told me about it. So in those cases I’m grateful.
One of my mentors once said that “Most product owners stop selling before your buyer wants to stop buying. If you don’t offer them more they will go elsewhere and get it. You should drive your customers to buyer exhaustion.”
There’s something about that last sentence that sends chills down my spine. It’s not my style. I try to deliver the best service upfront so they don’t need to get anything else… but I know I’m losing out on sales and money because I don’t offer more upsells. Does that bother me that I could make a lot more money if I had more upsells… heck no. If it doesn’t resonate with me and my values I’m not going to do it even if it means making more money.
I would rather over-deliver on the initial purchase and have my customers so pleased that they are looking for more from me.
Ya, ya, I know that the customers has their credit card out during the initial purchase and that’s the optimal time to offer them more… but I would rather get them into my program, using it, and achieving great results with it, instead of overwhelming them with loads of information and product.
There are two programs that I highly recommend that have a brilliant and very effective upsell process. Anyone who makes a purchase usually grabs something else. On average they grab 3-5 upsells. That’s amazing!
The key is that they are all very complimentary products and the purchase experience is phenomenal. And their service is top notch.
With the holidays approaching you better believe that I’ll be looking for the upsell of “Would you like us to gift wrap that for you?”
This is a great discussion. Thanks for getting it started Regina.
Scott Tousignant
.-= Scott Tousignant´s last blog ..12 Weeks Until The NAMS 3 Workshop =-.
Hey Regina,
You and I think alike in so many ways. I posted this comment on a forum the other day and it applies to every area of online business:
“Most people see an opportunity and lose their minds to all reason, jump in hook, line and sinker, and then push until they’re neck deep in a mess.”
So, people think “If I can make more money by offering one upsell, then I should add 8!” Then run off and compile 8 crummy offers that have nothing to do with anything and stick them up there out of greed.
An upsell just like any other piece of an online business should be put in place with the customer in mind, to offer additional VALUE to their buying experience, not to line our pockets and tick off our customers. ((sigh)) While I love testing, and it gives us numbers, it does not evaluate how the customer FEELS during their experience. Sure they may buy more, but, if they feel icky about their purchase, it may be the last time they do so. Track that!
On the other hand, I LOVE upsells, when done right, because I want to increase my overall results from my purchase. So, if I’m buying a smoothie, and the lady says “Did you know that today is our buy-one-get one half price day?” I’ll likely order another one and bring it home to my husband. Now, if she says “Would you like a beef jerkey with that?” No. “How about some batteries?” No. “Do you want a candy bar?” Nope. “How about a coupon for Shoe World?” No. Then it gets pretty extreme.
That’s my rant about upsells.
.-= Nicole Dean, Marketers Coach´s last blog ..Take the guessing & grunt work out of your day! =-.
Great post Regina. I’m one of those that doesn’t mind an upsell, if it is related to what I am purchasing (as with many others that have commented).
The upsells that I don’t care for are the online products that take you through several upsells before you finalize your purchase. I’m okay with 1 or 2 but more than that, even if it’s related to what I’m purchasing, forget about it. I start getting annoyed
.-= Wendy´s last blog ..Computer Related Injuries – Protect You and Your Family =-.
Thanks Wendy… I have to say we’re on the same page!
I absolutely love Mike Gibbons’ viewpoint on it! Definitely a good way to look at it/approach it!
.-= Lisa Marie Mary´s last blog ..Niche Affiliate Marketing System Workshop =-.
Take a look at the check out at GoDaddy… how many darned things do I have to say no on! FAIL!
But Scott makes a very good point with his Amazon reference. I often look at their “you might also enjoy this..” stuff (and often add it on). I agree with Mike’s point too in that if it will actually help me (and not just pad your pocket) I might be interested. Make it about ME and not YOU and I’m ok with that…
.-= Bridgett´s last blog ..Aweber Adds New Form Builder =-.
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