You CAN Master Upselling & Cross-Selling! Here's How

by | 3 minute read

The most suc­cess­ful reps know that there is an art to the upsell and cross-sell. But, don’t think that it’s a dif­fi­cult tech­nique that only a few can do. Not only does upselling boost your earn­ings, it can also secure loy­al­ty. In the trav­el indus­try, upselling and cross-selling are impor­tant, espe­cial­ly for trav­el agents.

As The Trav­el Cor­po­ra­tion points out in an arti­cle for Trav­el Week­ly, once you’ve qual­i­fied a client, you’re per­fect­ly posi­tioned to upsell or cross-sell. “Your role as a trav­el agent is just this, using your exper­tise to find just the right expe­ri­ence for each client,” the arti­cle explains. “Using the qual­i­fi­ca­tion process will get you there, but it will also reveal oppor­tu­ni­ties to cross-sell and/or upsell to an expe­ri­ence more suit­ed to their trav­el desires.” Once you do this, you become both a trust­ed advi­sor and open­ing a win­dow to a con­tin­ued rela­tion­ship in the future.

How can agents expert­ly do this with clients? Here is just one of the best prac­tices sug­gest­ed by Trav­el Week­ly:

Spot the opportunity

First and fore­most, you need to be able to see when an oppor­tu­ni­ty to upsell or cross-sell presents itself. Lis­ten to what is the most impor­tant to the client and pick up on what he or she val­ues most. Often, you can find an activ­i­ty or ameni­ty that the client hasn’t thought of but is some­thing that is right up their alley. Jon Grutzn­er, pres­i­dent of Insight Vaca­tions and Lux­u­ry Gold USA, rec­om­mends eval­u­at­ing the “geneal­o­gy” the client: “Where have your trav­el­ers come from? What have they done before? Who is ready for a dif­fer­ent kind of expe­ri­ence?

Think about how their pref­er­ences may have shift­ed, or how a past expe­ri­ence could be built upon. “This approach can lead to increased oppor­tu­ni­ties for either cross-selling (mov­ing a client from one kind of trav­el expe­ri­ence to anoth­er form of trav­el, say from a cruise to a guid­ed vaca­tion) or upselling (adding time or extra inclu­sions, or upgrad­ing to a more lux­u­ri­ous option to bring it to a dif­fer­ent lev­el of expe­ri­ence),” the arti­cle explains.

Also, trav­el­ers tend to get stuck in a rut, stick­ing with what they are famil­iar with and what they know well. But many are like­ly open to sug­ges­tions for some vari­a­tion. This is where edu­ca­tion and your knowl­edge come in. Dis­cuss how your sug­ges­tions tie in to what you know they enjoy and what they’ve loved about past trav­el expe­ri­ences. Also, this will reveal that you are a valu­able advi­sor who is both knowl­edge­able and a good lis­ten­er.

Read the rest of their arti­cle to learn even more ways to mas­ter upselling and cross-selling skills. This will cement your role as trav­el­ers’ go-to source for any of their trav­el needs (all while boost­ing your own sales!).

Jessica Helinski

Jessica Helinski

Jes­si­ca is a senior research ana­lyst for Sales­Fu­el focus­ing on sell­ing to SMB deci­sion mak­ers. She also reports on sales and pre­sen­ta­tion tips for Sales­Fu­el and Media Sales Today. Jes­si­ca is a grad­u­ate of Ohio Uni­ver­si­ty.