{"id":2944,"date":"2017-08-04T16:19:00","date_gmt":"2023-10-18T16:19:54","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=2944"},"modified":"2024-01-12T16:45:30","modified_gmt":"2024-01-12T16:45:30","slug":"5-keys-to-cross-selling-and-upselling","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ca\/blog\/5-keys-to-cross-selling-and-upselling\/","title":{"rendered":"5 Keys To Cross-Selling And Upselling As A Customer Service Issue Wraps Up"},"content":{"rendered":"\n
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By the time a customer service rep responds to a question or complaint, looks through the necessary information and provides whatever answer or solution is available, they might be relieved to wrap things up and move on. A job well done, right?<\/p>\n\n\n\n

To the best, most exceptionally customer-centric companies, though, resolving questions or complaints is actually only the first half of the job. The second half is cross-selling or upselling customers to something new, something more profitable, or (ideally) both. That\u2019s why Salesforce has packed the latest versions of Service Cloud<\/a> to make it easier than ever for those without an IT background to create a more dynamic and compelling customer experience.<\/p>\n\n\n\n

If you manage to solve problems, the next level of excellence in customer service should be about helping customers discover things they didn\u2019t know they needed. Think of it as the icing on the cake after you\u2019ve helped them out.<\/p>\n\n\n\n

There\u2019s no magic formula to cross-selling and upselling, only best practices. Here are just a few of them:<\/p>\n\n\n\n

1. Act Like An Online Recommendation Engine<\/h3>\n\n\n\n

If you shop online for a consumer product, you\u2019ve probably seen those little boxes that appear near the end of a digital shopping cart experience. They often say things such as \u201cRelated Items,\u201d or sometimes \u201cOften Bought Together.\u201d This works well when you\u2019re selling fitness equipment or clothing, but it can make even more sense in a B2B environment, where certain products and solutions were designed to integrate with each other and solve multiple customer challenges at the same time.<\/p>\n\n\n\n

With the right training, customer service reps can be like the human equivalent of these online recommendation engines. They have data at their fingertips from CRM<\/a> and marketing automation to give them the best sense of complementary products across different categories or vertical industries, for example.<\/p>\n\n\n\n

Reps can also go one step beyond traditional recommendation engines because they\u2019ve also had a one-on-one interaction with that customer. That means they may have learned fresh information about what a particular company is focused on, its interests and so on. Don\u2019t be afraid to use this information and offer the kind of detailed background about a cross-sell or upsell opportunity that would otherwise require more legwork on the customer\u2019s part if they were to explore them on their own.<\/p>\n\n\n\n

2. Tell Them What Their Peers Are Doing<\/h3>\n\n\n\n

The other text you sometimes see on an online recommendation engine is \u201cCustomers Like You Also Bought . . .\u201d which is pretty innocent when you\u2019re talking about purchasing trends in the B2C market. In B2B, it\u2019s the equivalent of competitive intelligence — and you could define top-notch customer service as making sure the person whose problem you just solved doesn\u2019t get left behind by their rivals.<\/p>\n\n\n\n

This doesn\u2019t mean giving away confidential information about your other customers, of course. It\u2019s using the information in CRM, marketing automation and other sources to paint an accurate picture of how customers with similar service issues are trying to stay one step ahead of their next challenge by investing in additional products and services. In almost every market, from financial services to retail and healthcare, there is always a jostling to be No. 1. In as friendly a way as possible, service agents should let customers know when they\u2019re at risk of being relegated to No. 2 status, or worse.<\/p>\n\n\n\n

3. Tie The Value Prop To Service Histories<\/h3>\n\n\n\n

Let\u2019s say a customer called in with a service issue and you know, based on their past history and any data you collect in real-time, that part of their value to customers is being more transparent about how they conduct business. Service agents should tap into the data about the value propositions of their own firm\u2019s products and services and identify those that match the values of their customers. If you offer a tool that provides deeper transparency by sharing information more effectively, for example, it\u2019s worth having a conversation about whether or not that customer is interested before you thank them and move onto the next person in the queue.<\/p>\n\n\n\n

4. Reduce The Friction In Making Another Purchase<\/h3>\n\n\n\n

Even if what you\u2019re cross-selling or upselling sounds like a great fit, customers may be put off at the notion of being transferred back to a sales rep, having to fill out additional information online or going through myriad other steps. Service agents should be armed not only with great data but some incentives and other mechanisms to make trying out a new product or service as easily as possible. This could include 30-day trial versions, for instance, or a discount based on the volume of business they\u2019ve given to the other organization in their purchase history.<\/p>\n\n\n\n

5. Gather Information About The Next Window Of Opportunity<\/h3>\n\n\n\n

If they keep getting a polite but firm \u201cno,\u201d service agents obviously won\u2019t want to risk angering customers by taking too much of their time cross-selling and upselling. In some cases, when all else fails the best answer you might get is, \u201cNot now, but maybe later.\u201d Whether the service issue has been dealt with via phone, chat, social media post or some other channel, it\u2019s a mistake to let things end there. Get more details about when budget might be available, when purchasing cycles or strategic reviews tend to happen, or any other information that could give your company a chance to reach out professionally but in an ideal timeframe. Again, this plays directly into the mantra of the best customer service teams \u2014 being so good they help customers proactively, rather than merely reactively when something goes wrong.<\/p>\n\n\n\n

If customers provide this kind of information, it\u2019s not a consolation prize. It\u2019s a real win, because even when it doesn\u2019t lead directly to a sale, it provides more data back to the company, which helps with sales, marketing, service and more. That\u2019s what turns traditional customer service from a cost centre to a profit centre \u2014 providing additional value. This is where every service function should aim to be.<\/p>\n\n\n\n

Check out our ebook, “5 Ways to Make Service Easy for Today\u2019s Customers,” with more ways you can make the service experience easy for your customers.<\/p>\n\n\n\n

\"Free<\/a><\/figure>\n\n\n\n

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There\u2019s no magic formula to cross-selling and upselling, only best practices.<\/p>\n","protected":false},"author":1,"featured_media":2946,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[5],"sf_content_type":[],"coauthors":[2],"class_list":["post-2944","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-customer-relationships"],"yoast_head":"\n5 Keys To Cross-Selling And Upselling As A Customer Service Issue Wraps Up - Salesforce<\/title>\n<meta name=\"description\" content=\"There\u2019s no magic formula to cross-selling and upselling, only best practices.\" \/>\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.salesforce.com\/ca\/blog\/5-keys-to-cross-selling-and-upselling\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 Keys To Cross-Selling And Upselling As A Customer Service Issue Wraps Up\" \/>\n<meta property=\"og:description\" content=\"There\u2019s no magic formula to cross-selling and upselling, only best practices.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/ca\/blog\/5-keys-to-cross-selling-and-upselling\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2023-10-18T16:19:54+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-01-12T16:45:30+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/cross-selling-upselling-og.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"628\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Salesforce Canada\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Salesforce Canada\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/5-keys-to-cross-selling-and-upselling\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/5-keys-to-cross-selling-and-upselling\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/#\/schema\/person\/image\/67746feea2d6a73653ce0c10f94077a5\"}],\"headline\":\"5 Keys To Cross-Selling And Upselling As A Customer Service Issue Wraps Up\",\"datePublished\":\"2023-10-18T16:19:54+00:00\",\"dateModified\":\"2024-01-12T16:45:30+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/5-keys-to-cross-selling-and-upselling\/\"},\"wordCount\":1056,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/5-keys-to-cross-selling-and-upselling\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/cross-selling-upselling-og.jpg\",\"inLanguage\":\"en-CA\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.salesforce.com\/ca\/blog\/5-keys-to-cross-selling-and-upselling\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/5-keys-to-cross-selling-and-upselling\/\",\"url\":\"https:\/\/www.salesforce.com\/ca\/blog\/5-keys-to-cross-selling-and-upselling\/\",\"name\":\"5 Keys To Cross-Selling And Upselling As A Customer Service Issue Wraps Up - 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