Adding-on is one of the most important tools for a salesperson, and it is even more important during the holidays. It’s true that it is a great way to increase your sales and your commission as well, but more importantly it is a vital customer service.
The best example during the holidays and the one that we bring up every year at this time is batteries. How many times have you bought a gift for someone, particularly a child, only to get it home and realize that you forgot the batteries? It’s even worse when the child opens the gift and everyone realizes at the same time that there are no batteries.
Take that situation back to the point of sale but this time the salesperson says, “This toy does require batteries, would you like me to add those to your purchase?” Chances are you would have not only said yes but you probably would have thanked the salesperson for bringing up something you were about to forget.
There are other ways that adding-on can be a customer service and have the added benefit of increasing your sales. A customer comes in to a jewelry store looking for a pair of earrings as a gift for his daughter. After assisting him and listening to what he wanted, he picks out the perfect earrings. Early in presentation a salesperson asks, “Who else is on your holiday list that we could help you with?” or “What other special events do you have coming up?” It’s possible, maybe even probable, that they say they have several other people they need to purchase gifts for or they have another occasion coming up.
What if they say, “As a matter of fact, my wife and I will be celebrating our 25th anniversary the week following the holidays and I’ve been thinking about buying her a larger diamond for her wedding ring.”
After talking with the customer some more, you show him a couple of different diamonds and one is the exact thing he had in mind. The customer ends up buying that diamond for his wife and you have successfully added-on to your sale while providing a great service to your customer.
Remember add-ons do not have to cost less than the initial purchase and they can be a great customer service. As the holiday season unfolds, don’t be afraid to ask add-on questions to determine if or what the appropriate add-on may be. It will benefit you and your customers.
FINAO – Brad Huisken
Note: This content originally appeared on IAS Training and is posted here with permission.