Upselling is a powerful growth lever for Australian SMEs, but it often feels…salesy. The key to success isn’t about pushing products, it’s about genuinely helping customers get more value. In 2026, customers will be even more discerning, so training your team to upsell *naturally* within conversations is critical. We’ve seen businesses dramatically increase revenue by focusing on these areas.
First, shift the mindset. Forget ‘upselling’ – think ‘solution expansion’. Your team needs to see themselves as problem solvers, not salespeople. Training should centre on deeply understanding customer needs and then presenting relevant additions that enhance their experience. Role-playing scenarios are fantastic here, focusing on active listening and empathetic responses. For example, instead of “Would you like fries with that?” it’s “Based on what you’ve told me about feeding the family, our larger side of fries would be a great option – it’s much better value.”
Next, product knowledge is paramount. Your team needs to be able to articulate the *benefits* of additional products or services, not just the features. Benefits speak to the customer’s ‘what’s in it for me’. We recommend regular ‘deep dive’ sessions on your offerings, focusing on how they solve specific customer pain points. This isn’t just about memorising a list; it’s about understanding how things work together.
Consider implementing a ‘value layering’ technique. This means presenting options in a tiered way, highlighting the increasing value at each level. For instance, a basic service, a standard package, and a premium offering. This allows the customer to choose what best suits their needs and budget, and positions the upsell as a logical progression. We’ve found this is particularly effective with subscription models.
Finally, empower your team with conversation starters and objection handling techniques. Provide them with a toolkit of phrases they can use to seamlessly introduce relevant options. Anticipate common objections (“It’s too expensive”, “I don’t need it right now”) and equip them with thoughtful responses. Remember, the goal isn’t to win every argument, but to understand the customer’s concerns and offer solutions. As customer data platforms become more sophisticated in 2027, personalised recommendations will become easier, but the human element of a natural conversation will remain vital.
To get started, audit your current customer conversations. Identify missed opportunities for solution expansion and use those insights to tailor your training program. A small investment in upskilling your team now will deliver significant returns in the months and years ahead.
