Investing Your Employees in the Upsell | Retail Today With Bob Phibbs, the Retail Doctor - Flash Briefing

 

McDonald's back in the 80s instructed all their cashiers to say, "Do you want fries with that?" What that did was, it got the average ticket to go up, but unfortunately got a lot of pushback from employees. "I don't want to say the same thing over and over again." Eventually, they abandoned that just for their Value meals.

Smart retailers know that upselling and cross-selling are the very best way to add on and get more money, especially to help you with your margin. So, today I want you to train how to upsell your employees, using their own purchases. So, if they came in with a giant Big Gulp or a big Frappuccino or a Zombie Frappuccino or something, ask them why they didn't they get the basic one? Why didn't they get the smaller one? Why didn't they get the cheaper one? They'll realize that, "Oh, I upsold it because I was thirstier than that." Or any number of things. When you tie their own behavior into, so that's all we're doing, is to get more value, to get the customer to feel like they got more options. Then they start to understand, "Oh, I do upselling all day." That's the point. That cross-selling and upselling adds to your profit margins if you do it consistently.

If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!