The Eccentric Ways Businesses Attempt to Upsell and the Importance of Employee Passion for Sales

Have you ever experienced a particularly strange or outlandish upsell attempt? I once walked into a fast-food restaurant where they offered to wrap my meal in a super-sized container, ostensibly to reduce waste. It seems like a reasonable suggestion on the surface - but as I got caught up in the moment, the sales rep handed me a flyer for a ceramic dining set and proposed:

"Would you be interested in purchasing this ceramic dining set from our store? With our meal today, you get a 20% discount on the set! It’s a great deal, plus it will enhance your dining experience long after you’ve finished your meal with us."

How does one refuse something like that? While slightly bewildered, I found myself compelled to consider the offer. This unusual upsell became a memorable example of how businesses attempt to lock in additional sales.

Unconventional Upsell Attempts in Real-Life Retail Scenarios

While the fast-food restaurant’s attempt was unique, it shares a common thread with other creative upsell strategies in retail. Sometimes businesses go out of their way to offer something unexpected just to prompt a purchase. Yet it's often the subtler cues that suggest a well-practiced upselling routine, such as:

An enthusiastic staff member eager to sell you a more elaborate lunch combo, even after you’ve ordered something simple. The presentation of a luxury product as a complementary gift with your purchase. The mention of an offer so attractive, you wonder why it wasn’t provided all along.

The True Upsell: Benefits for the Business and the Staff

When a business successfully upsells, it benefits in several ways, starting with the employee who is directly involved. Why do they care so much about upselling? Because upselling can protect their job stability and even enhance their compensation. I once worked in a retail store where, in my first year, my role was redefined into a management position. We agreed to evaluate the position quarterly and commit to a one-year term with no benefits other than a week of paid vacation. However, my position was eventually eliminated, and I was offered a 15% pay cut with the promise of getting the same paycheck each week by working more hours. It was an unethical and transparent attempt to demote me without cause, but I saw through the tactic and decided to apply for unemployment.

Skilled Staff as the Language of Upselling

To foster a genuine upsell culture, businesses must prioritize the training and passion of their staff. Team members who are knowledgeable and enthusiastic about their products and services are better equipped to engage customers in a meaningful way. Encouraging your staff to share their firsthand experiences and beliefs about the products can significantly boost sales and customer satisfaction. For instance, if a staff member is a staunch advocate for eco-friendly products, they are more likely to recommend these options to customers.

Empowering Staff for Successful Sales

Empower your staff to take charge of certain product categories or to have the final say in recommending products to customers. A brow expert, for example, can be a valuable asset. By empowering this expertise, you create a stronger connection with your customers and create a unique selling point that your competitors may not offer.

Bottom Line: The Benefits for Everyone

Investing in your staff’s passion for the products and services you offer is a win-win. It not only benefits the business by increasing sales but also enhances the overall customer experience. When your staff are knowledgeable and enthusiastic, they can help clients make informed decisions, leading to a stronger relationship and repeat business. In this way, every upsell attempt becomes a strategic move that benefits both the business and the customer.