Implementing suggestive selling techniques in your cashiers can be a challenge. That challenge is solved by consistency.
Will your cashier:
- Ask everybody … or anybody …
- Know which upsells to suggest for any given purchase
- Know the right words to say for maximum impact
The likelihood is that there will be inconsistency for many reasons. For one, your cashiers simply are not as invested in the success of your C-store as you are. More often than not, cashiers are either shy about “selling” to customers or they’re not 100% confident in what to say. And really, who has that kind of time? When customers are flying in and out purchasing lottery tickets, drinks, snack items and more, most employees are doing good just to keep up with what’s placed on the counter, much less mentally ticking off potential upsell products.
Successful suggestive selling and upsell programs require ongoing commitment from you to ensure your cashiers get the training they need.
With each of your store clerks and cashiers at varying levels of experience, maturity and professionalism, how do you meet these challenges?
For starters, establish clear guidelines and best practices for delivering upsell opportunities. For example:
- Suggest additional items related to original purchases, such as a fountain drink to go with a sandwich choice
- Always offer larger sizes when available, such as moving from a bag of pop-corn to the economy-sized bucket
- Present all upsell offers with a friendly cheerful smile
And the biggest secret of all – using the power of specificity.
There can’t be any confusion when your upsell is presented, make it specific and include the price. For example:
“Would you like to add a medium-sized fountain drink to your sandwich order for only 59-cents more?”
Specifics make it easy for your customer to say yes without having to think about the offer. Furthermore, simple presentations, no more than a sentence, keep the transaction (and the line) moving along.
But how do you put this together into a formal selling system, producing predictable, measureable and sustainable results?
Compatible with your existing Topaz or Ruby/Sapphire point-of-sale, Lift Retail is an exciting breakthrough, combining retail sales technology and your VeriFone POS to boost in-store sales by as much as 5%.
The Lift Station targets every customer with a transaction-specific offer.
When an item is scanned, the transaction is analyzed to suggest the optimal upsell offer to the customer. Simultaneously, your cashier is presented with a simple sales script (on a small screen only they can see), proven effective at turning merchandise. Cashiers are given the exact words to say, making it easy to present every customer a way to add an extra item to their purchase.
Click Here to discover how the LIFT Retail sales system uses a simple three-step process to produce as much as 5% or more in additional sales you’re currently leaving on the table!
Until next time …