What is up-sale
It is an additional sale when placing or confirming an order.
At what moment
Surprisingly but only few food delivery companies (sushi, pizza, wok) offer something extra when placing an order. It means that the operator does not have a script to communicate with the client. Any additional product or offer can be considered as upsale.
What should a typical conversation with a client look like
A typical conversation should be structured as follows (for example, the operator calls to confirm the order):
Operator: Good afternoon, WokiPizzaSushi company.
Client: Good afternoon.
Operator: We have received your order. You ordered [order list], is that right?
Operator: Deliver to [customer address], and payment will be made by card?
Client: yes, that’s right
Operator: you did not add a drink to the order, do you want us to bring you a large cola (for only 2 euros)?
Client: yes, let’s add it
It is good to build a conversation according to classical psychology. The person having said “yes” twice is likely to agree to the third question as well. Therefore, the conversation script is created in the way to get for sure affirmative answers from a client. In our example it was order precision and delivery address. We get two “yes” and make up-sale.
What should an offer be like?
The offer itself should be something client is likely to take. It is great to make products which don’t require additional time costs for its production. So that selling a drink is better than selling another rolls.
How much does it increase sales?
According to the research, this simple technique increase sales by up to 20% in cash. The study has also showed that with a correctly built script it is possible to up-sale in more than 40% of orders. Of course, the numbers differ depending on the specifics.