Cross-selling refers to the practice of suggesting similar or complementary products or services to an existing customer during the buying process. The sole purpose is maximizing the revenue. Since this era is a digital one, you’ll find almost all the businesses online. This further means that most of them practice cross-selling online. There are a number of ways to do so. One of the most effective methods is cross-selling using live chat.
However, it’s not that easy for the live chat agents to cross-sell to the customers. No doubt, live chat is a powerful tool that can enable the retailers and live chat agents to make more sales but the only condition is that the tool is used smartly.
In other words, live chat agents need to know the most powerful tactics that can help them cross-sell effectively. Here are the best tips to leverage the tool to maximize the revenue:
Employ a proactive communication style:
A proactive communication style helps initiate the thought process of your customers. As a live chat agent, you should strategically probe questions that trigger the thought process of the customers such that they are prepared to know about something that they were unaware of. The communication style suggests offering products similar or complementary with the customer’s previous purchase through smart questions like:
i) Are you aware that we also offer…..?
ii) Did you consider….?
and so on!
Do not rush:
Just because you want to cross-sell and make more sales, doesn’t mean that you have to set everything aside and be focused on sales! Do not forget that the customer initiated the chat to get his/her query resolved. Customer satisfaction through instant problem resolution is what your priority should be. Once your customer is fully satisfied and ready to welcome your product recommendation, you can leverage cross-selling using live chat.
Be relevant:
Why would a customer buy a microwave oven if he/she is looking for a smartphone? Irrelevant cross-sell offers won’t be beneficial. In fact, they would simply piss your customer off! So, try to be relevant with your cross-sell offers. It must be something that is similar or compliments the product that the customer is looking for. The best way to come up with the best cross-sell suggestions is to study the customer’s profile and browsing histories so as to gain insights into his/her buying patterns, preferences, likes, and dislikes.
Avoid using the most abused phrases:
Wondering what we are talking about? Well, there are certain phrases that have been overused by the marketers around the globe. These phrases are abused to such an extent that whenever the customers hear them or see them on their screen, they grow suspicious about your offers. Some of those phrases are:
i) It’ll cost you just…..
ii) You can get it for a little extra….
In order to cross-sell successfully, you have to avoid these phrases at any cost.
Leverage auto navigation system:
Auto navigation is a feature that enables the live chat agents to direct visitors to the required areas of the website when they are stuck at a point. Wondering how it can help in cross-selling? Well! Here’s the trick. Use the auto navigation feature to direct the visitor to pages where different items complementing the visitor’s purchased/selected items are.
Isn’t cross-selling using live chat just amazing? Why don’t you use it for yourself?