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Upselling (sometimes ‘up-selling’) is a sales technique whereby a saleperson induces the customer to purchase more expensive items, upgrades, or other add-ons in an attempt to make a more profitable sale. Upselling usually involves marketing more profitable services or products, but upselling can also be simply exposing the customer to other options he or she may not have considered previously. Upselling implies selling something that is more profitable or otherwise preferable for the seller instead of, or in addition to,[1] the original sale. A different technique is cross-selling in which a seller tries to sell something else.

Unless you have lived under a rock –a very large rock– you have experienced up-sell. It is an old, well-established sales process, and it nets results. In many cases, the customer even ends up happier after the transaction, since they feel like they got a deal.

But when does up-sell become oversell?

Going through a local Tim Horton’s drive through, I had the following exchange:

Perky attendant: “Would you like to try one of our new raspberry turn-overs?” [Up-sell #1, technically cross-selling]

Me: “Uh, no. I’d just like a breakfast sandwich on a whole wheat bagel.”

Perky: “Lunch over at 11.” [It was 11:30, my bad.]

Me: “Hmmm… well I’ll get a small coffee, single-single.” [I'm buying time here to figure out what I am going to order.]

Perky, without missing a beat: “Would you like to upgrade to a medium for ‘Roll-Up-The-Rim’?” [Up-sell #2]

Me: “Uh, no thanks. Can I get a BLT on a whole wheat bagel?”

Perky: “Would you like cheese with that.” [Up-sell #3]

Me: “No.” [Noticing the over-up-selling, and starting to get annoyed.]

Perky: “Would you like to add a donut or danish to make that a combo.” [Up-sell #4]

Me, now dumbfounded, trying to keep my voice level: “No, thanks, that will be all.” [I'm wondering if she even knows she is doing this.]

Had I gone along with the oversell, I would have paid 50-100% more that what I wanted, had 1000 calories added to my meal, and perhaps had the slight chance to win another donut that I didn’t want. Instead of this desired outcome (for Timmy’s) I’m writing this blog post explaining how I think retailers can really take this approach too far, to the detriment of the relationship with their customers.

Once, fine, twice, you’re pushing it, three, four time, you’re starting to show the customer disrespect.

I am sure that Perky would have thought I was pulling her leg if I had drove up asked “I really don’t know what I want, can you help me?” But isn’t that the way she ended up treating me?

Up-selling is a valuable tool, and doesn’t negatively impact the client experience if used sparingly, but lets not oversell it.

Who Looks Up to You?

Kind words are free, and can have a great positive impact on morale and performance. So why are they so rare?

We associate feedback with the boss-employee relationship, and that is unfortunate. There are lots of bosses out there, and most suck at providing feedback of any sort. The opportunity doesn’t lie with our bosses.

Instead, lets expand our thinking beyond the boss-employee relationship (if you happen to be a boss, you can play too):

Who Looks Up to You?

If you are a humble sort –like myself– this can be a bit of a struggle. Grab your scribbling device of choice, and create two columns with the following titles: “Name“, “Why he/she looks up to me“. Don’t do this on your whiteboard.

Some ideas for the columns:

Have you been doing your job longer than some of those around you?
Are you recognized as an expert or talented in a particular area?
When you have received positive feedback (particularly in public), what was it for?
Do you have unique experience that could be valued by others?
Have you accomplished something that the others around you have not?
Do you have a skill at identifying growth in others?
Are you in charge of accomplishing a task that involves a team?
Do you see valuable behaviours that aren’t being recognized by the business?

Come up with a minimum of five names. For the next month, give these people (whether at home, work, or elsewhere) one piece of positive feedback each week. Put a reminder in your calendar if you have to. Use the second column to help frame your feedback in a context that will be meaningful for the recipient.