Upselling – offering a customer a premium version of what they’re already buying, or a complementary product – is a powerful growth lever for Australian SMEs. But it’s rarely smooth sailing. Objections are inevitable. The key isn’t to avoid them, but to handle them effectively and turn potential ‘no’s into profitable ‘yes’s. We’ve seen countless businesses boost revenue simply by refining their approach to these common hurdles.
The first step is understanding *why* customers object. It’s rarely about the price itself. More often, it’s about perceived value, timing, or a mismatch between the upsell and their immediate needs. Let’s look at some practical ways to address the most frequent objections.
- “It’s too expensive.” Don’t immediately discount! Instead, reframe the value. Focus on the return on investment. For example, instead of “This premium package is $50 more per month,” try “For an extra $50 a month, you’ll get dedicated support which will save you at least four hours a week – that’s a $200 value right there.”
- “I don’t need it right now.” This is often a polite ‘not interested’. Acknowledge their position, but plant a seed. “No problem at all. Many of our customers find the added features particularly useful when they scale up in the new year. We can revisit this in a couple of months if that suits you.”
- “I’m happy with what I have.” This suggests they’re comfortable, but potentially missing out. Highlight a specific benefit they *wouldn’t* get with their current plan. “That’s great to hear! Just so you’re aware, with the Pro plan, you’ll also receive priority access to new features, giving you a competitive edge as we roll out exciting updates in 2026.”
Crucially, train your team to listen actively and empathise. A defensive response will shut down the conversation. A curious and helpful approach builds trust. Remember, upselling isn’t about tricking someone into buying more; it’s about offering solutions that genuinely improve their experience and deliver greater value.
To really optimise your upsell process, analyse your customer data. Which upsells are consistently rejected? What objections are most common? This insight will allow you to refine your messaging and target your offers more effectively. Start by recording and categorising objections for the next month – you’ll be surprised what you learn.
