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 crucial. 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 trusted advisors, not salespeople. Training should centre on understanding customer needs deeply, 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 ordered, our seasoned wedges are really popular and pair well with the burger – would you like to try them?”

Here are some practical training components:

• Product Knowledge Deep Dive: Beyond features, your team needs to understand the *benefits* of each product and how they solve specific customer problems.
• Value-Based Language: Teach them to articulate value, not just price. “This upgrade will save you two hours a week” is far more compelling than “It’s only an extra $50 a month”.
• Trigger Identification: Identify common conversation cues that signal an upsell opportunity. This could be a customer mentioning a future need or expressing frustration with a current process.
• Handling Objections with Grace: Equip your team with responses to common objections, focusing on understanding the customer’s concerns and offering alternative solutions.

Don’t underestimate the power of ongoing reinforcement. Regular coaching sessions, call reviews, and sharing success stories will keep the momentum going. As customer data platforms become more sophisticated in 2027, we anticipate even greater opportunities to personalise upsell recommendations, but that relies on a team comfortable having those conversations *now*.

Ultimately, successful upselling isn’t about tricking customers into buying more; it’s about building trust and providing exceptional value. Invest in training that prioritises these principles, and you’ll see a significant return on investment. Your next step? Audit your current customer conversations to identify missed upsell opportunities and tailor your training accordingly.