For those of you who may be unfamiliar with the term "upsell," let me use an example from one of the world's most famous companies to illustrate this point:
When people walk into the fast-food giant, McDonalds, to order a simple hamburger or a Vanilla shake, without fail they are presented with the phrase that has helped this company dominate the fast-food market:
"Would you like fries with that?" Other fast food outlets will ask you, "Would you like a drink or an apple pie with your meal?" This is another very effective example of an upsell. These fast food giants sell millions of dollars worth of extra food and drinks worldwide every year because they know how to effectively use an upsell.
So now you may be saying that that is all well and good for McDonalds, but I am in a totally different business. I don't sell fast-food. Upselling your customers is simply providing the next logical solution to your customer's next logical need. It's your job to always create that next logical need and continually sell and sell. There's always one more thing to sell. The most effective way to upsell your prospects and customers is while they wait on hold. That’s right, your business can use idle on-hold time as highly targeted “upsell” time with the use of a professional marketing on hold system.
What service can you upsell to your clients? With on hold marketing, the possibilities are endless. Let our creative staff work for your business, so you’re not limiting the promotion of just one product or service. Adding upsells to Your order form. That's right, regardless of all the different traffic techniques in the world, even with proven sales copy and conversion methods in place, even with years of studying and applying various direct and indirect marketing approaches, on hold messages communicates with callers at the critical point of contact, thus giving you the ability to upsell customers on an additional item they did NOT intend to originally purchase. For car dealers, this means upselling extended warranties, for a contractor, whether it's heating and cooling, pools, pest control, or whatever, they can also provide annual service contracts.
So crafting an on hold message so that you can promote the benefits of these service contracts, and upsell callers while they wait with on hold messages. Keep in mind that you only have the caller for a short time. You’ll need to be succinct and to the point. You’ll need to use “economy of words” while keeping the caller engaged. 70% of your callers will experience “on-hold time”. What you do with that time will determine your ability to upsell while on hold. You need to build an on hold script that best represents the needs of your business and caller needs. Trying to cram too much content into one message or creating lengthy messages can be overwhelming for callers. Identify the key points you want to make with your on-hold message, and stick to those. Encourage callers to ask for more details when you return to the line, and you can fill them in on the other products/services you offer at that time. It’s a simple, yet highly effective way to increase your average sale.