{"id":23406,"date":"2021-07-06T10:37:52","date_gmt":"2021-07-06T10:37:52","guid":{"rendered":"https:\/\/www.heartinternet.uk\/blog\/?p=23406"},"modified":"2021-07-06T10:37:52","modified_gmt":"2021-07-06T10:37:52","slug":"6-tips-for-upselling-and-cross-selling-in-ecommerce","status":"publish","type":"post","link":"https:\/\/www.heartinternet.uk\/blog\/6-tips-for-upselling-and-cross-selling-in-ecommerce\/","title":{"rendered":"6 tips for upselling and cross-selling in ecommerce"},"content":{"rendered":"

In a recent Heart Internet survey, we discovered that 51% of our customers have experienced lower sales during the past year.\u00a0<\/span>\u00a0<\/span><\/p>\n

With the knock-on effects of Covid-19 still being felt, we understand how important it is for businesses to make those extra sales to help boost their margins.<\/span>\u00a0<\/span><\/p>\n

When it comes to ecommerce sales, upselling\u00a0and cross-selling are\u00a0essential\u00a0tactics\u00a0for gaining those extra sales.<\/span>\u00a0<\/span><\/p>\n

In this blog we reveal some top tips for offering upsells and cross-sells that really work.\u00a0<\/span>\u00a0<\/span><\/p>\n

Upselling vs cross-selling; what\u2019s the difference?<\/span><\/b>\u00a0<\/span><\/h3>\n

Upselling\u00a0<\/span><\/b>is encouraging your customer to purchase an upgraded,\u00a0and therefore more expensive,\u00a0version of a product\u00a0they’re\u00a0already buying.<\/span>\u00a0<\/span><\/p>\n

Cross-selling<\/span><\/b>\u00a0is recommending additional, related products to your customer to get them to purchase\u00a0more\u00a0items\u00a0than they had\u00a0originally\u00a0intended.<\/span>\u00a0<\/span><\/p>\n

With both approaches, you can\u00a0utilise personalised recommendations in the form of pop-ups, additional pages during the checkout process or even follow-up\u00a0emails that target specific customers with relevant products.<\/span>\u00a0<\/span><\/p>\n

The benefits of upselling and cross-selling<\/span><\/b>\u00a0<\/span><\/h3>\n

According to a study by\u00a0conversion optimisation specialists\u00a0<\/span>Invesp<\/span><\/a>,\u00a0<\/span>49% of consumers\u00a0say they have\u00a0purchased a product they didn\u2019t initially intend to buyafter receiving a\u00a0personalised\u00a0recommendation.<\/span>\u00a0<\/span><\/p>\n

For ecommerce giant Amazon, an estimated\u00a0<\/span>35% of purchases\u00a0can be attributed to\u00a0<\/span>personalised\u00a0product recommendations.<\/p>\n

Shoppers that clicked on recommendations were also found to be\u00a0<\/span>4.5 times more likely\u00a0to add items to their cart\u00a0and\u00a0complete their\u00a0purchase.<\/p>\n

And it\u2019s\u00a0not just the extra purchase on one transaction that makes upselling so valuable.\u00a0Invesp\u00a0reports\u00a0that\u00a037% of shoppers\u00a0that click on a recommendation during their first visit\u00a0return to the site, compared to 19% who didn\u2019t click a recommendation.<\/p>\n

In addition,\u00a052% of consumers\u00a0reported that they would be happy to\u00a0exchange personal data\u00a0for personalised product recommendations \u2013 giving you the opportunity to further market to these customers.<\/p>\n

How to upsell\u00a0and cross-sell\u00a0effectively<\/span><\/b>\u00a0<\/span><\/h3>\n

We\u2019ve talked about why you should upsell\u00a0and cross-sell\u00a0to your customers \u2013 now we want to showcase some tried and tested\u00a0tips for\u00a0doing this effectively\u00a0and driving sales for your ecommerce business.<\/span>\u00a0<\/span><\/p>\n

1. Make it relevant<\/span><\/b>\u00a0<\/span><\/p>\n

You could be offering the most incredible product available online, but you\u2019re never going to sell a fishing rod to someone who\u2019s never seen a lake.<\/span>\u00a0<\/span><\/p>\n

Think carefully about your customer base and which demographics are purchasing which products, and tailor your recommendations to these customers.<\/span>\u00a0<\/span><\/p>\n

For upselling, think about the features available on different versions of a product \u2013 why might this demographic be tempted by the extra features?\u00a0Show them the extra value and functionality they\u2019ll get for spending just a little more.<\/span>\u00a0<\/span><\/p>\n

For cross-selling, think about the products you have that might complement what the customer is already buying\u00a0and show your customer how the two products go perfectly together.<\/span>\u00a0<\/span><\/p>\n

For example, if a customer is buying a birthday card from you, they might be\u00a0pursuaded\u00a0to buy chocolates or flowers, too.\u00a0<\/span>\u00a0<\/span><\/p>\n

2. Don\u2019t overwhelm the customer<\/span><\/b>\u00a0<\/span><\/p>\n

The trick with upselling\u00a0and cross-selling\u00a0is to make the decision easy for your customers. Giving them too many options to choose from can cause them to switch off.<\/span>\u00a0<\/span><\/p>\n

In fact, a consumer report by\u00a0<\/span>SMARTASSISTANT<\/span><\/a>\u00a0found that 54% of shoppers have stopped purchasing from a brand because choosing was too difficult, and 42% admitted to abandoning a planned purchase because of too much choice.<\/span>\u00a0<\/span><\/p>\n

By offering\u00a0just\u00a0one or two upselling\u00a0or cross-selling\u00a0options\u00a0alongside\u00a0their existing purchase, you\u2019re giving them just once decision to make and increasing the likelihood that the decision will be the one you want.<\/span>\u00a0<\/span><\/p>\n

3. Give a discount<\/span><\/b>\u00a0<\/span><\/p>\n

Talking of making\u00a0decisions easy for your customers,\u00a0by offering a discount on a recommended product you\u2019re giving them an \u2018exclusive\u2019 opportunity to save some cash.<\/span>\u00a0<\/span><\/p>\n

It also adds a sense of unspoken urgency to the purchase \u2013 if they decided to come back later, they might not benefit from the discount currently on offer.<\/span>\u00a0<\/span><\/p>\n

4. Offer free shipping<\/b><\/span>\u00a0<\/span><\/p>\n

As with offering discounts, by throwing in free shipping\u00a0you\u2019re giving your customers an extra incentive to upgrade or add an extra product to their basket.\u00a0<\/span>\u00a0<\/span><\/p>\n

According to\u00a0<\/span>HubSpot<\/span><\/a>,\u00a0<\/span>24% of consumers would spend more to qualify for free shipping. By putting a suitable, convincing product in front of them and adding the extra pull of free shipping,\u00a0you could be looking at one in four of your online transactions being bigger than the customer originally intended.<\/span>\u00a0<\/span><\/p>\n

5. Choose the right time<\/b><\/span>\u00a0<\/span><\/p>\n

For upselling, you\u2019ll want to get in there before the customer has committed to their decision \u2013 before they reach the checkout.\u00a0Make sure to highlight the benefits and value versus cost of upgraded versions of your products to entice your customers.<\/span>\u00a0<\/span><\/p>\n

For cross-selling, think of your product recommendations as those extra few bits you see by the tills in a physical store\u00a0\u2013 something you make a quick decision on just before hitting buy. Consider adding a step during the checkout stage offering customers a suitable extra product, reminding them of what else they could be buying.<\/span>\u00a0<\/span><\/p>\n

When recommending additional products, you can also market\u00a0to customers who have already checked out. Sending a follow up email with further recommendations \u2013 including those exclusive post-purchase discounts and free shipping we already mentioned \u2013 can encourage your customers to make a return visit to your site.<\/span>\u00a0<\/span><\/p>\n

6. Upsell what already sells<\/span><\/b>\u00a0<\/span><\/p>\n

Take the hard sell out of upselling by looking at which of your products have consistently high sales already, or products that are trending. Depending on your industry, you can also consider upselling items based on the season, or any events happening throughout the year.<\/span>\u00a0<\/span><\/p>\n

WordPress ecommerce hosting – making upselling easier<\/span><\/b><\/h3>\n

Our\u00a0<\/span>ecommerce WordPress hosting packages<\/span><\/a>\u00a0come with\u00a0<\/span>\u00a34,000 of free WooCommerce extensions, including\u00a0<\/span>powerful tools and plugins designed to help you upsell and cross-sell with ease.\u00a0<\/span>\u00a0<\/span><\/p>\n

Drive incremental and impulse cross-sell purchases with cart add-ons, and offer upsells at the point of sale with checkout add-ons.<\/span>\u00a0<\/span><\/p>\n

With\u00a0a host of other\u00a0great features like a free pre-installed SSL certificate, a one-click staging environment for easy\u00a0testing\u00a0and\u00a024\/7 support from our expert team, you can start upselling and cross-selling quickly and easily\u00a0knowing all your bases are covered.<\/span>\u00a0<\/span><\/p>\n

\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Top tips for offering upsells and cross-sells that really work, including advice on timing and relevance. <\/p>\n","protected":false},"author":4,"featured_media":23414,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[16,27],"tags":[82,85,107,108],"class_list":{"0":"post-23406","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-misc","8":"category-wordpress","9":"tag-how-to-cross-sell","10":"tag-how-to-upsell","11":"tag-tips-for-upselling","12":"tag-tools-for-upselling"},"yoast_head":"\n6 tips for upselling and cross-selling in ecommerce - Heart Internet<\/title>\n<meta name=\"description\" content=\"6 tips for upselling and cross-selling in ecommerce - Written by the team at Heart Internet.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.heartinternet.uk\/blog\/6-tips-for-upselling-and-cross-selling-in-ecommerce\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"6 tips for upselling and cross-selling in ecommerce - 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