upselling and cross-selling

Upselling and Cross-Selling

Most businesses are constantly trying to sell more. But is upselling and cross-selling the most effective way? What are these methods and what are the differences between them?


When a salesperson upsells, they are encouraging a customer to buy a more expensive version of their original choice, or a version with more ‘add-ons’, which results in a higher cost. An example of this is when purchasing a basic ‘no frills’ airline ticket. The ticket as advertised will be a basic economy class seat. When a customer starts the booking process, they will have the option to upgrade their basic level seat to one that includes luggage allowance, more leg room and priority boarding or simply a more flexible ticket that can be changed more easily.

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