Many Australian small and medium enterprises (SMEs) understandably want to increase revenue. Upselling – encouraging customers to purchase a more premium version of what they’re already considering – is a fantastic way to do that. However, it’s easy to slip into ‘pushy sales’ territory, which can damage your brand and lose you customers. We see this happen frequently, and it’s crucial to understand the distinction.

The core difference lies in value. Upselling is about genuinely enhancing the customer’s experience. Pushy sales are about increasing *your* profit, often at the customer’s expense. Think of it this way: are you solving a problem for the customer, or simply trying to get them to spend more?

Here are a few key insights to help you differentiate:

• Timing is everything: Upselling happens *during* the buying process, when the customer is already engaged and receptive. Pushy sales often involve aggressive follow-ups or last-minute ‘add-ons’ designed to create a sense of urgency.
• Relevance is paramount: A good upsell directly relates to the customer’s initial need. For example, offering premium features on a software package they’re already buying. A pushy tactic might be trying to sell them an unrelated product, like insurance when they’re buying a television.
• Transparency builds trust: Clearly explain the benefits of the upgraded option. Focus on how it solves a problem or improves their outcome. Pushy sales rely on confusing language or downplaying drawbacks.
• Customer control is key: Always give the customer the option to decline. A simple “Would you like to consider…” is far more effective than a hard sell. Pushy tactics often involve pressure and attempts to override objections.

We often advise our clients to map out the customer journey and identify natural upsell opportunities. Consider what additional value you can offer at each stage. For example, if a customer is purchasing a basic service, could you offer a premium support package? Or, if they’re buying a product, could you suggest complementary accessories?

Ultimately, successful upselling isn’t about tricking people into spending more. It’s about providing genuine value and building long-term customer relationships. If you focus on the customer’s needs, the revenue will follow. To start, analyse your current sales process and identify areas where you can ethically and effectively offer upgrades that benefit your customers.