Cross-Selling and
Up-Selling are critical elements of your responsibility as a Parts Counter
Sales Person. Both of these practices
not only support the increased incremental sales for the Parts Department, but
also add value to the customer by assisting them to identify parts they may
have forgotten, or are not aware of the need at the time of placing the
order. It is important to
cross-sell/up-sell what will add value to the customers’ need.
·
Cross-Selling
is recommending a part that will add to, or support, the part being
ordered. An example of cross-selling is
while selling a customer a water pump, to suggest purchasing antifreeze that
will be needed after installing the new water pump. Effective cross-selling requires an
understanding what is needed to complete the repair.
·
Up-Selling
is recommending additional parts that an improved cost advantage, or equipment
efficiencies. An example of Up-Selling
would to discuss the advantages of purchasing extended life antifreeze, when
the customer is purchasing standard antifreeze.
Effective up-selling requires the understanding of features and benefits,
along with understanding the customer.
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