Comments on: Wait! There’s More! The Up-Selling Conflict

By: Todd Schnick

Todd Schnick — Sat, 14 Nov 2009 13:11:16 +0000

Mark, I love your term “exchange of value” so much that I plan to steal it and use it.

If you are sincere about offering something your customer needs, they will appreciate it, even if they don’t buy. That sets you up favorably down the road…

By: J. Mark Walker

J. Mark Walker — Fri, 13 Nov 2009 15:45:07 +0000

Good post, Todd. “Up-selling” is really a poor descriptive term for the process of identifying and filling a customer’s needs. To go with your Jiffy Lube example: I recently needed an oil change in another city. While waiting, the guy brought me my air filter and showed me that it was dirty and due to be replaced. Now I know a little about cars, and knew that I could buy an air filter at a parts store and install it myself and save about $10. However, I decided to pay the extra $10 and save myself the aggravation. Had I been at home, I might have done it myself.

Like your Jiffy Lube guy did you a favor, the service provider did me a favor. He checked simple things I might have needed and showed me what was best for me. He met a need that I had, and that I was willing to pay for under the circumstances.

Our definition of selling is “an exchange of value.” The quick lube attendant provided me a product and installed it, which I valued more than the $15.95 he charged. The key is to be aware of possible needs your customer may have and ask the questions or do the inspection to tell you if that need is there. It then becomes the customer’s decision to act, and you have fulfilled your responsibility to share your expertise honestly.

By: Todd Schnick

Todd Schnick — Fri, 13 Nov 2009 00:43:02 +0000

Stephanie, aren’t you supposed to get a new transmission every 3,000 miles?

By: Stephanie Frost

Stephanie Frost — Thu, 12 Nov 2009 23:01:03 +0000

I know nothing about cars either. They could tell me I needed a new transmission and I’d probably buy it. LOL.

But, great point about up-selling. If done right, it’s a good thing.

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Thu, 12 Nov 2009 03:28:55 +0000

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