Turning Browsers into Buyers with Clever Upselling
Imagine this: you're about to check out of an online store and up pops a suggestion. "You might also like…" The typical reaction? A sigh and a quick click to dismiss.
Most upselling feels like waiters asking if you fancy dessert just as they’re handing you the bill. Awkward and easy to ignore.
But there's a better way – a brainy way, if you will. Upselling should speak to what customers really want. Let’s look at how to make those little nudges actually count.
Why Upselling Often Misses the Mark
Got upsells that feel more like roadblocks? Here’s what might be going wrong:
- Offers that don't match the shopper’s needs ("Bought socks? Try a slow cooker!")
- Horrible timing ("Want extra coverage? How about mid-checkout?")
- Offers that create more decisions rather than fewer
- Bargains that scream desperation
Here's the thing: When an upsell feels like a puzzle to solve at the last minute, it's more bother than benefit.
The trick is to align your upsell with what the shopper's already considering. Let's delve into those strategies.
10 Psychological Triggers for Better Upselling
These strategies aren't pipedreams. They're tried, tested, and they work. Add them to your cart, and watch things improve.
1. Make the Upsell Look Like a No-Brainer
Present three options:
- Basic: £9
- Premium: £25
- Elite: £27
Suddenly, the Premium looks a bit daft next to Elite. That’s what we call the decoy effect. Use it to turn heads towards better deals.
2. Set a High Benchmark
Show an item priced at £180 next to your £89 upsell. You're not after selling the costlier one. You're setting the stage; makes the £89 seem like a downright bargain.
3. Align with Their Identity
Someone buys a fitness tracker. Offer them a nutrition guide or a personal training plan next. It builds on who they are striving to become.
4. Love Loss More than Gain
People dislike losing something more than they enjoy gaining it. So, sell that laptop protection by warning about the fried motherboard they might face without it.
5. Harness the Herd
Tell them, "8 out of 10 customers added this mini vacuum to their baskets." It's not just an offer, it’s validation. Makes everyone feel more certain about their choices.
Little Nudges, Big Changes
6. Gentle Push, Not a Shove
Ditch the aggressive clocks. Say things like, "Only 3 left at this price".
7. Easy Peasy Decisions
Don't make your customers sweat for it. "Add to order for £5" with just one click. No faff.
8. Reciprocity
Give something first. Then make an offer. "You've received a free deluxe lipstick, how about this matching liner?"
9. Break It Down
£12/month feels heavy compared to "Only 40p a day". Framing your offers this way makes them feel like pocket change.
10. Let Them Finish What They Start
Ever wonder why those loyalty cards work after one stamp? Because it makes them feel like they're achieving something. "You're 75% of the way there — one more item completes your skincare set."
Who’s Nailing Upselling?
Some folks are smashing these upselling strategies.
- ASOS teases device protection at checkout.
- Harry’s nudges from trial to subscription with smart messaging.
- Amazon uses "Frequently Bought Together" to perfection.
Small tweaks, massive wins.
The Upsell Should Seal the Deal
If your goal is a happy shopper, don’t just pile their basket high. Give them peace of mind, and a touch of reassurance.
Start by testing one strategy from above. Pick the one needing the least effort and see how it works.
Good upselling feels natural, not pushed. And when done well, your customers think, "Yes, this just feels right."
