“Welcome to McDonald’s, may I take your order?”
I scan the menu for 2 seconds.
“I want 20 pc of chicken nuggets.”
“20 pc of chicken nuggets. Do you want fries to go with your nuggets?”
“Huh… sure?”
“Would you like a medium or a large fries?”
“…large”
“20 pc of nuggets and a large fries. Anything else?”
“Hmm, give me a small Coke.”
“20 pc of nuggets, a large fries, and a small Coke. Anything else?”
“That’s all.”
*kaching*
💰💰💰
That, my friend, is the perfect demonstration of up/cross-selling.
Now, let me ask you a question…
Have you ever slammed on the counter, stared at the cashier with bloody red eyes, and screamed –
“NOOOOOO, why are you asking me if I want fries?! That’s SOOOOOOO annoying and invasive. AHHHHHHHH. *uck*” throw up and die.
No?
Never?!
So… you’re fine with upsells?
It puzzles me when brands are terrified to “ask for more sales” because they are afraid the customer would get mad. When they are fine with…
McDonald’s asking if they want fries…
Restaurants offering you a dessert menu…
Grocery store putting candy bars at the checkout lane…
These are ALL up/cross-sells.
As long as you’re offering something that your customers (will likely) want, up/cross-selling is perfectly fine.
No.
It’s more than fine.
It’s a crucial part of the game.
Because up/cross-selling are the EASIEST way to increase your AOV today… and LTV in the long-term.
Remember?
CAC. AOV. LTV.
The 3 critical metrics for e-commerce marketing.
**Lesson for business owner**
Most brands overthink what an up/cross-sell flow is.
It’s not that complicated.
“Hey, I saw you ordered X.
Most customers who ordered X also ended up wanting Y.
Do you want me to throw Y into your package?”
Keep it simple.
Because when a prospect pulls out their wallet, and becomes a customer, the simplest way to get them to buy MORE is by…
Just Asking.
(don’t worry, 95% of customers won’t be angry)
To be continued…
– WYH