Blog Post

How to use presale and upsale approaches in customer support

  • Presale and upsale techniques help businesses increase their revenues, retain existing customers, and boost customer satisfaction rates.
  • These approaches allow to addressing customers’ needs, reduce risks of negative user experience, increase conversion rates, and build trust and loyalty to the brand.
  • Customer support should use presale and upsale approaches to meet the clients’ needs but not to overwhelm them with offerings.
  • It’s essential to highlight the value of suggestions and be transparent about the offers.

Expanding your services with the existing customers and turning them loyal to your brand is one of the most effective ways of growing a business. What’s more, the costs of preselling or upselling to the existing customer are much lower than those spent on acquiring and nurturing new leads. By adopting presale and upsale approaches, companies can build long-term customer relationships and ensure great user satisfaction. Win-win!

Many small startups to global corporations utilize such techniques to boost their revenues, meet the customers’ needs, even those that were not mentioned out loud yet, and ensure the great customer experience. For instance, Amazon confirms 35% of its revenue due to upselling techniques, and it’s just one of the thousands of examples.

The team that has great potential to utilize presale and upsale approaches is the customer support. Although support agents typically concentrate on solving a particular problem or answering the question asked only, they can help the business to drive more sales by engaging customers in considering more beneficial purchasing options.

If you are not sure how to go about it the right way, what different selling terms mean, and what advantages presale and upsale offer to all the parties involved, keep reading this article to find useful explanations and recommendations.

upsale presale by means of customer service

What to Presell and When to Upsell: Understanding the Terms

Before we dive into tips and tricks of utilizing presale and upsale approaches, let’s clearly identify the meaning of each term you may encounter:

  • Presale: A visitor finds the offer/products/services of your business beneficial. They get interested and check details of the favored product.
  • Upsale: A user checks a smartphone model, and you recommend them another one with a lot of advanced features but at a slightly higher price. The offer still looks beneficial to the customer.
  • Cross-sale: A client wants to buy your goods/services, and you suggest accessories/complementary products/warranty services at an additional cost.
  • Post sale: A client bought some goods/services from you recently. Based on the online customer journey on the website, you may offer them some viewed products at a discount in a follow-up email a week after the purchase.

Today, we will concentrate on the first two, as these make a huge difference for the business once implemented. Presale and upsale approaches are the very first steps to take in ensuring top-level customer experience and business growth.

How Presale and Upsale Approaches Can Help Your Business

By implementing presale and upsale approaches, businesses can:

  • Address even unspoken customers’ needs
  • Show the value of your products and services
  • Guide on the offers you have
  • Remove purchase barriers
  • Increase conversion rates 
  • Achieve great customer experience
  • Increase brand recognition
  • Build loyalty and trust to the business
  • Engage with customers more
  • Make them advocates of the brand

upsale presale by customer service outsourcing

5 Tips for Presaling and Upsaling with Customer Support

As we mentioned above, customer support plays a crucial role in turning presale and upsale methodology into the working reality. Here are our recommendations on how to ensure the best customer experience when presale or upsale goods or services in customer support activities:

1. The Offer Should Meet the Customer’s Needs and Goals

If highlighting the most important point, it is that the upselling offer should meet the needs and wants of the particular customer. Obviously, users contact customer support not to hear some sales pitches but get professional assistance on their matters. However, when the upgrade offer meets the needs and goals of the customer, they will much more likely consider it. 

Thus, customer support should dedicate time and effort to check user information, purchase history, internal notes, and so on, to understand the customer’s preferences and potential interests.

2. Show the Value

Upsale won’t work if the customer doesn’t see the value of the offer. Therefore, it’s crucial to highlight the value of the upgrade for the user, and how it can benefit their personal/business needs. If the customer support agent delivers the value message the right way, the customer will not only move forward with the upgrade but will be sincerely grateful for the recommendation.

3. Seek Insights to Make Relevant Suggestions

Every business has its target auditory that can be defined by a set of interests, preferences, values, etc. Moreover, returning customers, especially loyal ones, usually have a number of conversations with customer support. From these previous conversations, support agents can learn more about the customers and come up with upselling suggestions that will be really relevant for each particular user.

4. Be Clear about the Offer Terms

It’s crucial not to mislead customers on how they can get the product/feature a support agent tries to upsell. For example, if the user already mentioned that they have a very strict budget and want the selected product at $3,000, there’s no point in talking about an ultra-modern model that costs $30,000. Also, if the more advanced version of the product is out of stock, and you don’t know the exact terms when it will be available, it’s better not to offer such inaccessible “upgrades.”

5. Act when Appropriate

And lastly, customer support agents should understand the right timing and the customer’s mood to use some pitches. If the customer is busy and doesn’t want to listen about another “better option”, came for the exact product and wants it only, there’s no need to push such a customer, as it may result in the negative user experience. 

Customer support should be empathetic enough to see when upselling is relevant and when the offer really helps the customer to achieve their goals even better. Upselling is not just about money but the offered value, too.

support outsourcing calculation

Final Remarks

As you can see, presale and upsale are not only possible but necessary in the customer support assistance. Follow the tips above and arrange your support services the way the agents will not only solve problems but also make valuable suggestions to the customers that, in the long run, will make winning differences both for the company’s results and user satisfaction.

If you decide to outsource your customer support, it’s essential to work with a reliable service provider that understands the value and importance of presale and upsale. We at Wow24-7 believe that high-end customer support is always proactive, helpful, and empathetic. This allows us to deliver top-notch support services to customers all over the world.

Need a skilled support team that knows how to presale and upsale? Schedule a call with our representative or calculate the cost of delegating support services to our experts. Let’s make your clients say WOW!

Let’s discuss your business model to find the best solution​