The key driver behind off-shoring operations is the opportunity of cutting costs. But most of them miss the prospect of cross-selling and up-selling, which constitutes for about 21% of the customer contacts. One of the most effective ways to generate revenues is to strategically concentrate on these two aspects.
What is Cross-selling?
Cross-selling refers to the practice of providing existing customers with the chance to purchase additional items offered by the seller. In most cases, it deals with the provision of something complimentary along with the original product or service. The key factor influencing cross-selling is the potential expansion of the targeted market base. The basic idea is to give the customer something extra, which will enable him or her to make use of his existing product in a better way. Offering car-wash at a gas station is a perfect example of cross-selling.
What is Up-selling?
This is a sales technique where the buyer is convinced to purchase an upgraded version of the existing product. It may also refer to the sale of an add-on. This results in a more profitable sale by attracting the customer to a costlier product or a service.
Now, where does the BPO industry fit in all this? The call center industry attempts to attract the existing customer base with the chance of cross-selling or up-selling. This is done by extensive research on the customer and his consumption pattern.
Tips on how to cross-sell and up-sell:
Suggest the right services:Most of the callers are open to suggestions if the product or service is appropriate. Catering to the needs of a customer allows cross-selling to thrive.
Pick the right time: The call center agent should be able to time his suggestions well. Often the offer of an add-on or compliment is accepted if made at the right instance. Recommending a soda after the order of a burger is placed should be the right thing to do.
Show care and concern: Most of the callers tend to be focused on the prospect of sale or bargain. The agent should stress on the special offers or discounts in order to help a sell. A BPO should instruct the agents to promote the products on sale or on discount. Some products can be bundled together in order to facilitate their sales. Often they are cheaper than the individual products. The agent will find it easier to sell a T-shirt and a cap together than the two products separately.
Go with the flow: Often cross-selling opportunities arise on its own. A sale of a product may invite an opportunity to sell a complimentary. The call center agent should focus on the sale of anti-virus software when a laptop is being sold.Offer a range of prices: While attempting to sell more than one product, the agent should provide multiple pricing points. The cheapest product gets easily purchased and then the rest can be sold through cross-selling or up-selling.
Offer a range of prices: While attempting to sell more than one product, the agent should provide multiple pricing points. The cheapest product gets easily purchased and then the rest can be sold through cross-selling or up-selling.
Thus, we can see that the cross-selling or up-selling plays a pivotal role in the BPO industry. The aim should be backed up by focused efforts from the agents. Meeting the callers' requirements should be the aim and not the sale itself.
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