The moment that someone walks into your boutique is an exciting one. It's a great opportunity to make a good impression, offer key advice, and also up-sell them on buying a little (or a lot) more than they originally planned on doing so.
It's important that you up-sell correctly, however. A pushy sales person is never appealing, and liable to put your customer off buying or recommending your boutique to others. Similarly, you want to up-sell them on products that are actually a good choice for your customer so that they feel keen to return in future. After all, loyal customers are the best kind of customers.
Here are some great tips and advice on how best to up-sell within your boutique.
Smile!
It's an easy suggestion but one that's sometimes almost as easy to forget. People appreciate friendly service and customers in a good mood are far more likely to buy extra items, simply because they're feeling good about themselves. It makes your day go better too.
Know your products
People visit boutiques for the personal touch. That means they expect staff that know exactly what they're talking about, and that treat them like they're important clients. Be friendly, knowledgeable, and positive. When it comes to regular customers, get to know a little about them and tailor your suggestions to their needs.
It's important to always take the time to get to know people and to treat them as individuals. That way, you can ensure they get the best product for them, while also up-selling them on some extras that they may not have already considered.
Don't up-sell for the sake of it
If someone comes in and asks specifically for one item, then makes a big deal out of how they absolutely don't need anything else - don't push the point. Be friendly and helpful, but acknowledge their needs. Do this correctly and often that customer will return at a later point to buy other items. It's all about building up a relationship between you and your customers. You want them to trust you and to not feel like they're being treated as a cash machine for your business.
Even if they don't return, that customer may still provide positive word of mouth to friends and family, who visit and purchase much more than the original buyer. Up-selling isn't just about selling products on one occasion, but about growing your business too.
Listen to your customer
If your customer points out they're on a tight budget, this isn't the time to up-sell them on an expensive item. By pushing your luck, you might just drive them away from buying anything altogether. Be considerate and listen to their needs. Don't swamp them with jargon if they've just pointed out they don't know much about what they're buying.
Place accessories wisely
The cash register is the perfect place to lure your customers into buying more than they intended. They're waiting near the till for a moment or two, so they're likely to be idly browsing at the same time. Place enticing small accessories that would appeal to someone keen to make an impulse purchase. Keep such items relatively inexpensive as cheaper items are always more appealing at this moment. If they've got as far as buying one item, they may well be tempted by a quick extra purchase.
Consider offering a small discount if certain items are purchased together.
Match products with each other
Sometimes, you'll have a customer that has a rough idea what they want to buy but they don't know the specifics. This is particularly common if your boutique is tailored towards gift ideas. Have a set of matching products in mind. If, for instance, your customer has a budget in mind when perusing your jewellery, consider a matching ring, necklace and bracelet set. Your customer doesn't have to worry about being overwhelmed with options, and you look extra knowledgeable.
Provide options
Make sure you have numerous options in mind for a specific product. Don't just have one solution for everything but have multiple choices, covering different prices. It's ideal for customers with different budget needs, and it might well highlight to them how a small price bump makes all the difference to what they're buying.
Focus on the customer's needs
Has your customer pointed out that they're keen for the best features? Or that looks are everything to them? Focus on that requirement. Don't be afraid to point out something that is a little more expensive than their budget, if you know it matches what they're looking for. In many cases, you're not just selling a product, but something that is going to improve your customer's life in some small way. Sell the lifestyle factor.