How do you use cross-merchandising to increase basket size and customer loyalty?

In my experience consumers often commented that an xyz product looks good here ... in this setting / on the model etc. and that is the perfect occasion for cross selling. That is when you suggest a design or a product to a particular customer also suggest the accessories that will go with it and make the look perfect. Many people are not able to imagine the final look like a designer hence displaying it alone loses the point. Here, introducing the product with the accessories as a complete look is a great idea and absolutely adds more value to the final cart. The key to this is correct display like the garments with the complimenting accessories, displaying furniture in a room setting along with table lamps, flower vases , paintings etc.

This really gets into selling the "experience" instead of just selling a product. Using the grill example, it's one thing sell an appliance (booooo boring) versus selling the idea of having people over tonight for a party (yay party 🎉)

Understand why the customer is there. If its a furniture store then maybe they are updating the look so some artwork or lamps would go well. If a customer is replacing a mattress consider that the pillows are 30% of the comfort and are probably older than the mattress being replaced. Offer the cool touch sheets. Have demos to show why these bedliners aren't just sheets like 20 dollar bargain sheets. These are 100 dollar waterproof, allergen proof protectors that wick the heat away! The people who do this really well is Foot Locker. They never don't ask if you want socks or shoe protection. I've gone into a store for a dress shirt and walked out with 2 shirts and a tie all because the sales staff did their job and presented it.

In my experience, cross merchandising can bring a level of FUN and can be an amazing content piece for social media. For example, if you are selling wellness supplements, a few pill bottles in a basket is boring. But add to that basket things that put the basket in motion - a glass tumbler with straw, a pillow spray, a super on trend efficient pill box or dispenser to keep the supplements in when traveling... you get the idea. When the basket is created, posting stories on social media of your beautiful creative basket is a mood and people can visualize themselves in that space. They now want that whole basket and what it represents - a future of mental health and wellness. It's more than an upsell, it's an experience.

The key to upselling is actually starting at the top. Show them what the best looks like, and feels like. When you start to go down the ladder they see everything that they are missing.

A good thing to remember when upselling is to focus on the benefits. If the customer cannot see the reason to purchase they often will not. Be sure to fit lifestyle needs and quality of life benefits.

Upselling is basically a data-supported skill and it's very easy to come off as inauthentic if the upsell isn't handled gracefully. That includes knowing when to upsell and when the opportunity isn't there. It can't be discounted that, in this market, customers can do an exceptional amount of research before you meet them. It also needs to be mentioned that, in an physical store, you first need to build a relationship with your customer and then make the determination if the upsell could have value to them. In an ecommerce scenario, this is all based on content, period. You need to map out how the upsell makes their life easier/safer/faster/"more better" and allow them to make the determination.

The basic sales process all to often is forgotten that emotion plays into almost every interaction. Consumers have access to more data than ever. They are review driven buyers and walk into a brick and mortar location to validate the buying decision they have been contemplating and researching. If they weren’t seeking an emotional connection they likely would have made a purchase already online. This is the opportunity to educate the guest on the features and benefits of the product they are looking for, then creating a trusting relationship through honesty and facts to help them validate their purchase. Ask enough qualifying questions to make a different recommendation, or add value products to enhance the product they’ve chosen.

An effective way to cross-merchandise would be start with a focal product, one that would be a top seller. Then look at products that would compliment the focal product. Let's say if your focal product is a grill. Lets bring some items from home and garden, kitchen gadgets and linens to complete backyard bbq essentials.

The last part identifies it perfectly, build a relationship with your customer. In larger format physical retail, that's harder to execute without getting into a "concierge" model. Ecommerce is using a function called Hotspots to pull this off. Arising from the "shop the look" that IG capitalized on, it allows sites to overly a linkable object on a lifestyle image. Works great for high fashion & lifestyle brands. At the end of it, think like the customer; review your sales data; focus on adding value instead of adding profit. That's what will bring people back.

cross-merchandising, it is by all means good for sales, and is a great service for your guests as long as you do not clutter up your sales space. Items such as can openers next to cans measuring cups next to baking supplies, non food items next to food items, keep in mind your items need to go together.

A great way to upsell to customers is to quote an all in one price, rather than adding onto an initially discussed price. The all in one price would include the initial item along with the add-ons and any additional savings you can give the customer. Customers are more like to respond to the first dollar amount mentioned. If you start adding more money onto the first dollar amount discussed upselling will be difficult.

At a high level, you want to try as much as possible to identify what the customer is trying to solve and what type of customer they are. Scenario A: "I'm looking for ABC grill listed on your website, SKU#12345" - They've done their homework so talk features, ask them why they're looking for that specific one. They could even tell you something you didn't know! If you know your products, ask if they've considered the DEF grill because of feature X Scenario B: "I just had a new deck installed and it's got a perfect spot for a BBQ". Start at the top (and let them know that) and work your way down.