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 ‘deals’ designed to pressure a quick decision.
• Relevance is paramount: A good upsell directly relates to the customer’s initial need. For example, offering extended warranty on a new appliance. A pushy tactic would be trying to sell them a completely unrelated product.
• Transparency builds trust: Clearly explain the benefits of the upgraded option. Highlight how it solves a problem or improves their experience. Pushy sales rely on confusing language or hidden costs.
• Customer choice is key: Always give the customer the option to decline. A genuine upsell is presented as a helpful suggestion, not a demand.

We often advise our clients to map out the customer journey and identify natural upsell opportunities. Consider what additional products or services would logically complement their initial purchase. For example, if someone buys running shoes, suggesting performance socks or a fitness tracker is a relevant upsell.

Ultimately, successful upselling isn’t about tricking people into spending more money. It’s about building stronger customer relationships by providing genuine value. By focusing on the customer’s needs and offering relevant solutions, you can increase revenue without sacrificing trust. If you’re unsure where to start, a customer journey analysis can reveal valuable opportunities to ethically and effectively increase your average transaction value.