Art of Cross Selling and Up Selling in BPOs
Cross selling and up-selling new products and services is prevalent in BPOs for generation of revenue in business. It must not be ignored that 21% of customer contacts actually lead to up selling and cross selling opportunities.
Cross selling
A company can hire the services of a call centre for cross selling its products, which implies that the call centre offers the already existing customers of a company an opportunity to buy extra items offered by the company.
Through cross selling, the call centre aims at getting more customers by meeting the growing demands of an individual customer. The product or service offered to customers when cross selling is actually related to whatever he/she is purchasing. For instance, a customer may be offered a lip liner for buying a lipstick.
Up selling
This is another sales technique used in call centres; up selling is a strategy where the call centre representative convinces the buyer in buying more expensive items, upgrades, as well as other add-ons. The idea is to make a more lucrative sale.
How reputed BPOs function
The call centre has to identify the needs of customers, only then will it be easy to cross sell an item. Remember a customer usually says yes to a product or service if he/she needs it.
A good BPO knows the right time to suggest a new product or service to a customer for up selling or cross selling. It is best to try your hand at up selling and cross selling when the customer already gets what he/she had ordered for. If a call centre agent tries to recommend a product or service when the customer is placing an order, the venture appears to be fruitless.
Many customers keep asking for bargains, so if a call centre agent tries to recommend the special offers that time, the conversion rates are at a risk of increasing. A good BPO knows exactly how to go about it and asks the call centre representatives to highlight the bulk buy offers by saying how much the customer can save by buying bundled items. You can also introduce a new product which is slightly expensive than the product the customer is using and explain why the product you recommended is better. Apart from enhancing customer satisfaction, this also increases sales.
A reputed call centre tells its representatives to make a mental note of never forcibly trying to sell a product or service to a customer. Representatives have to be very polite when they are trying to cross sell or up sell products.
Call centre agents also strive towards building a good rapport with potential customers. It is the task of the call centre to make customers feel comfortable with the questions they are asking. Customers should also get enough time to ask their questions. If customers are not at ease, then it will do no good to increasing sales of products and services. If you own a company and want to get your products sold, trust an experienced call centre.
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