The Art of Upselling and Building Rapport
As a retail training expert, I love to analyse customer experiences and step into the shoes of a mystery shopper. During a recent visit to a premium jewelry brand, I encountered a missed opportunity for the salesperson to create rapport and successfully upsell.
After browsing the collection, I requested a pair of earrings to match a necklace. The salesperson offered me earrings from the same collection, but they didn't meet my expectations. When I inquired about other options, she attempted to upsell me a larger and more expensive pair that didn't align with my personal style. Although I politely declined, it left me with the impression that my preferences and style weren't taken into account, especially since I had specifically mentioned my taste in jewelry just minutes earlier when looking at the previous pair she had shown me. Plus I was wearing my workout gear, no make-up, ready to hit the gym and was wearing small earrings…
Another missed opportunity arose during the payment process when the salesperson needed to update my information in their CRM system. It was at that point she mentioned having a friend in my town and our shared love for dogs. While this personal connection was a nice touch, it occurred too late in the sales conversation.
What could have been done differently? Here are three ideas:
Listen carefully
When a customer asks for something specific or expresses a preference, take note of it. This shows that you are paying attention and care about their needs.
Observe the customer (in a subtle way)
Look for details such as what they are wearing or how they are interacting with the product. This can help you make personalized recommendations.
Build rapport early in the sales conversation
Find common ground early on, and use it to build a relationship with the customer. Don't wait until the end of the interaction to create a connection.
My inner critic was a little more content when I left the store. Yet, I am convinced that if she had tried to connect with me earlier, I would have been more open to her suggestions. While upselling is an important part, I believe it should never be done at the expense of the customer's preferences or style. By listening carefully, observing the customer, and building rapport early in the sales conversation, we can create a positive and personalized experience that ideally leads to successful upsells.
Best regards,
Your friendly Mystery Shopper