Cross-Selling and Up-Selling

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.

Each requires some practice and quick thinking while processing an order for a customer.