Everyday we get cross-sold and u-sold

Are you making the most of every up-sell and cross-sell opportunity to help you and your company navigate through these turbulent times?

The sixth member of our household, our dog Brody, was officially told off yesterday by a horse-rider who was spooked by Brody's barking and sudden appearance at the gate.

The poor rider came off the saddle and was thankfully unhurt. Time for a "Beware of the Dog" sign in case of further incidents, at least then we're warning of the potential danger.

Now Brody is a loveable beast but at almost a metre high on her hind legs, can be quite menacing to any person entering the premises. That evening I searched the internet for a suitable sign and came across a great company specialising in house signs of all designs, shapes and sizes.

I chose a classic "Beware of the Dog" sign and popped this in my shopping cart. Happy with my purchase and eager to get the job done so I could watch the rugby on the TV, although being an English supporter I wish I hadn't bothered.

Up popped a message "Buy another sign and get a £5 discount". I thought why not that's a good deal so I had a look at a similar sign which read "Beware of the Children" which I thought was hilarious.

About to click the "buy now" button and up popped another message. "For an additional £2.99 you can have this sign is polished brass". Mmm I thought that would look nice at the front gate.

It happens all the time. I'd been up-sold, then I'd been casually cross-sold. And I loved every minute of it as I hadn't the first idea about house signs - I'd never bought one in my life so I welcomed the advice they gave me.

Everyday we're bombarded with up-selling and cross-selling. Today it happened to me 3 more times

In Asda, I was wafted with a fresh baked bread smell as I walked past the bakers section. I picked up a fresh loaf. I'm sure they ooze smells into the atmosphere to boost the pungency. Clever supermarkets.

At Amazon, I was told that people who bought this book just like me, also bought this book and if you buy the two together, you can save £2.99. Bargain.

Even when I took my free membership of the Youth Hostel Association this morning on the phone, the guy encouraged me to process a Gift Aid application. Just so if I was to renew my membership next year, I'd get some valuable reliefs. Not only a brilliant up-sell but a great trial close as well. Top man.

Are you making the most of every up-sell and cross-sell opportunity to help you and your company navigate through these turbulent times?

How come up-selling and cross-selling works

Built into all human DNA is the need to make careful decisions and when we buy things, we are wary of making the right verdict. Some people take a long time to decide and weigh the options carefully first. And that's a good thing too.

I talk about a negotiation tactic called Nibbling, which involves getting to a final agreement on the negotiation, shaking hands and walking out the door...but just before you leave you ask for one further concession. Because the deal has been done, decisions made, people breathe a sigh of relief and will easily give into one more demand. It works too.

The same theory works when we cross-sell and up-sell. The big decision has been made. In other words, they like your company, you and the product and they want to buy so adding something else is not a huge extra decision to make.

After all, our job as salespeople, is to serve the customer. It comes from the Norwegian word Selje - to serve - so we should be proud to serve them. We know about our products and services and should be able to share our expertise with our customers.

By the way, everyone within an organisation who comes into contact with customers is a salesperson during turbulent times. That's a fact and one weapon to help you navigate through these turbulent times and keep your job at the same time.

What stops us cross-selling and up-selling?

Our mindset that's what prevents us. For years I've been observing customer service people, sales people and the one thing that prevents them cross-selling and up-selling is this fear that the customer might say no. This is highly understandable.

This is why websites are excellent at cross-selling and up-selling. A website doesn't have feelings you see.

A really effective way of getting around this mindset is to use affirmations. Write on separate pieces of card the following positive statements:

Serving customers is good and healthy
Customers want to hear about our products and services
Customers want my expertise
Customers are allowed to say no and that's OK by me
Place these cards somewhere where you can see them easily and look at them once every day for 21 days. 21 days is when habits form and mindsets change. Go on give it a go. It works.

Its 3 weeks later and I want to cross-sell and up-sell but what's the difference?

Not a lot really as it doesn't really matter but for the detailed people out there here's the difference.

Cross-selling is where you suggest additional products that complement the one the customer wants to buy, so my extra sign for a £5 discount is a cross-sell. Another example is where your customer is busy saving for their annual holiday using a monthly savings account and you suggest travel insurance. One complements the other.

Up-selling is fun. This is where you have a really good knowledge of your product or service and you suggest an upgrade to make the product better. Getting my sign in polished brass was an up-sell.

Another example happened to me the other day. Renewing my Private Medical Insurance with BUPA, the clever person on the phone suggest I upgrade to the better product because it covered up to 20 of the new fangled cancer drugs which I'd heard about in the press. Now, if anything dreadful happened to you Mr Archer, you would want access to these wouldn't you. Sucker punched me that did and a cute little "yes tag" at the end. I must say I was most impressed with BUPA on the phone - proud that their product is at the most expensive end of the market. Good training I imagine.

Ok I understand the difference but how do I do it?

This part needs a little bit of preparation. Firstly up-selling

You've simply got to know your product or service really well and especially what it can do for your customer. Think of their WIIFM - what's in it for me - so you can match each feature to a particular benefit for your customer. Then simply suggest the upgrade with a good reason why this would benefit them and wait for their reaction. Remember customers are allowed to say no and that's OK.

If you want to get clever you could ask them a question or two to find out a little more about their needs. McDonalds don't do this when they ask if you want to Supersize that burger purely because the drive-thru is not the best time to ask questions. But imagine if they asked "How hungry are you feeling today?" "Ravenous" you reply. "Wow so you'd like to supersize that wouldn't you?"

Now that would be smart.

Make a list of all the features of your product or service. Next to this list jot down the benefits to customers of adding these features, practise these links in front of the mirror so you can describe them clearly and just ask the next customer. Remember to go quiet after you've asked. And remember its OK for them to say no.

Next some cross selling ideas for you

Cross-selling requires a little bit more preparation which you can do on a large piece of paper and this is a really cool thing to do.

The trick to cross-selling is to know how each of your products link together, how they complement each other and the words you can use to create this association.

Take your large piece of paper and draw a grid

Each letter represents a product or service you have available. Go to product A first in the vertical column. Run along to the empty box where A meets B and write in this box how product B complements product A. For example if product A was a mortgage loan and product B was a life assurance plan you could write down links such as:

"Pays off your loan in the event of your untimely death"
"Helps you sleep at night knowing that your family can live in the home if you died without the mortgage hanging over their head"
"Costs very little to ensure your mortgage is repaid on your early death"

Then move onto where A meets C. Product C could be Permanent Health Insurance. Here your associations could be:

"Which makes sure you can keep up your monthly mortgage payments if you're off work for a long period through illness."
"Ideal to protect your mortgage payments which will stop you being re-possessed"

Go through the whole grid system and write down all the associations. Some won't link together and that's quite normal but most can and will. Practise the words you want to use. Say them confidently and enthusiastically and you'll be surprised how many customers will say yes. And remember they are allowed to say no - that's OK.

In most circumstances you have the opportunity to ask a few questions to find out the customer's needs before you launch into your link statements. However, we've found people who are new to cross-selling should do small things first, get confident and achieve some success, then move onto asking questions afterwards.

What are your next steps?

Sort out your beliefs when it comes to cross-selling. Set up some affirmations on card and look at them everyday for 21 days.
Familiarise yourself with the features of each product and the benefits customers have adding each feature.
Draw your product matrix on a large piece of paper and stick to your wall somewhere so you can glance at it when you want to.
Then just ask your customers to take the additional product or to upgrade what they've already purchased in their minds.
And remember customers are allowed to say no.

Just don't bug them continuously if they do say "no". Our job is to serve them and if they don't want it, then we should accept this as others will want to buy the additional feature or extra product.

And did I buy the "Beware of the Children" sign? No, Claire wouldn't let me, she thought it gave the wrong signal about our kids - shame that as you did get a £5 discount if you bought two together and for £2.99 extra that polished brass would look nice on the wall...and there was the free delivery...

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Successful "listening" in job interviews leads to offers. In order to evaluate such offers and to negotiate intelligently for adequate compensation, you should have certain basic information, which the interviewer may not offer voluntarily. A final decision to accept or reject a position maybe - or should be - influenced by the answers to some of the following questions

What are the specifications for this position? What are the specific duties and responsibilities? What is the extent of authority? Can the position description be altered? Upgraded?

How long has the position been in existence? Open? Who had the position until now? Why is he / she being replaced? How long was he / she in the it? Did he / she succeed? What led to his / her success / failure? How many predecessors were there? What happened to them? Why? How would you describe the ideal candidate for the position?

Who are the people with whom I will work? Who is my immediate supervisor? My staff? My associates in related departments? What is the title, history in the company, previous background, education, age, personality, and reputation of each?

Does the company have any long range plans for this department? Growth or consolidation? Does the department have its own budget? Who controls it? Has the department been successful? What is its reputation in the company? (In the opinion of the interviewer), is there sufficient staff to handle the workload? How is the morale of the staff? Is there anyone on the staff who expected to be promoted to this position but was by-passed?

Where does this position fit into the company's organizational plan? Are the reporting channels clear? Is there more than one "boss"?

Does the company have an induction programme for new employees? How do I become familiar with company policies, practices and "etiquette?" Does the company have an Executive Development Programme? Other training programmes? What are its facilities? What resource does it utilize? Does the company sponsor courses at universities? At management associations or industry conferences? Are suggestions welcome?

How long has the company been in existence? What is its corporate culture? Its mission? Does it have a strategic plan? Who owns it? Is it family dominated? How long has its present management been in control? What has been its gross sales and profit (or loss) pattern during the last ten years? Five years? Two years? Now? Does the company have a growth plan? (See annual report) What do the company's annual report and the D&B report show about its credit rating and financial history? If the company is 'public', what do recent stockbrokers' reports say about its management and its prospects|? How does the company and its products rate in its industry? What is the economic trend of the industry?

Where can I get information on housing, cost of living, religious and social organizations, shopping, schools, libraries, educational and recreational facilities? Does the company encourage employees to participate in community activities? Does the company dominate the community?

(While negotiating 'basic' salary or compensation): Does the company offer stock options or deferred payment plans? Bonus arrangements? What is the 'executive package at top levels? Does the company have an Employee Benefits Plan (medical insurance, retirement)? Does the company reimburse moving expenses? Losses incurred in selling one's house? Living and travel expenses while the employee is commuting and finding permanent housing for his / her family? Does the company arrange employment contracts? What is the company's policy regarding vacations and sick leave? When and how is salary usually paid? What is the company's policy regarding employment agency's fees? Does the company have a periodic employee appraisal or performance review? What are the prospects for salary increases? Promotion? Will there be opportunities for greater responsibility and broader experience?

What is expected to be accomplished during the first rating period? How is the position evaluated? At what frequency? How are performance and raises tied to performance criteria? What is the current salary range for the position?

Many of these questions are of a sensitive nature. An improper attitude or approach could antagonize your interviewers and make them think you are overly suspicious, too careful, or prying. The following suggestions will help you minimize the risk of offending your interviewers.

- Avoid self-serving questions that would tend to screen you out...be company-orientated in your thinking.
- Be positive in your approach.
- Remember you are not an 'inquisitor'.
- Plan the wording of the questions you want to ask.
- Maintain a friendly, open attitude.

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Anyone that travels a lot should consider travel insurance, but those that travel for business often overlook the importance of this protection. Business travel insurance is simply a good idea because it can provide you with the protection that you need whether you are traveling just a short or long distance away from home. You never know when you are going to need the protection that insurance can provide, so you should look into business travel insurance before you go on your next trip.

The great thing about business travel insurance is that the individual can purchase it or a company can purchase it. Many companies are choosing to purchase the insurance for all of their employees that travel. This is a very economical way to buy the coverage as many companies can offer bulk buy discounts. This can be a particularly good idea for companies that host a lot of conferences, meetings, team building events, training courses, product launches, and the like. Many businesses offer corporate hospitality outings and the like, and even on these fun getaways employees should be protected and business travel insurance is a great way to get that protection.

If you happen to be an employee that travels to a lot of business oriented annual general meetings, exhibitions, seminars, or conventions and you aren't provided with business travel insurance you can buy it yourself. The coverage is not at all expensive, and you may even be able to purchase the coverage at the same time that you plan an event or plan your travel, which will make it convenient to purchase. When you purchase this protection you can go on your business travels and not worry about what would happen if you were robbed, if your luggage was lost, or if you needed medical attention in an area where your usual medical or dental insurance was not valid.

Many of us think about travel insurance when we are going on vacation or visiting exotic vacations, but this is not the only time when you need the protection that this type of insurance can provide. Business travel insurance is just as important as the insurance that you would buy when flying across the world for an exotic vacation or honeymoon because there is just as much opportunity for you to encounter health problems or circumstances that you just did not plan for. Why should you be any less equipped to handle these problems on a business trip than you would be when you are on vacation? When you leave home you should feel safe, secure, and confident in your abilities to handle any situation and with business travel insurance you can do this.

If you don't travel often or you only travel once a year you can opt to purchase your business travel insurance for just one trip. All you have to do is disclose when you will be travelling, where you will be going, and when you will be returning. This is generally very affordable and will offer you the protection that you should have on your one trip. If you travel all the time for work you can choose to buy your business travel insurance for the whole year. While this is more expensive in the beginning, it is cheaper over the course of the year than it would be to purchase the coverage every time you go away on travel. Many times there are also different levels of coverage to choose from, so you can choose from very basic coverage to very extensive coverage, based on your needs. When you purchase the travel business insurance you may want to consider the areas that you travel to as well as what sort of coverage your other insurance coverage may provide as this information will help you determine what sort of coverage you need.

It used to be more difficult to buy travel insurance, and that is why many people simply opted not to do it. In many cases you had to go right to an insurance agent and you had to fill out a ton of paperwork, or you could go to a travel agent and do the same thing. Now, you can purchase your business travel insurance right along with your other travel needs such as but not limited to your event planning services, your car rental services, lodging, transportation, and airfare. This is very convenient and allows for those that didn't want to bother with the coverage before because of the hassle to purchase the benefits of travel insurance. Next time you receive notice that you have to travel for your job, why not look into travel business insurance and see what protection it can offer you? It's better to have the protection and not need it than need it and not have it!

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Don't let the huge amount of companies overwhelm you. Work little by little and you will find exactly what you are looking for. There is no need to rush while you are looking, rushing usually only leads to a less than perfect insurance policy. No matter how frustrated you become while looking, don't give up.

Know what you are looking for. Read about the different types of policies, and what they include. This will help you be able to decide what you want on your own policy. You need to carefully evaluate what you do and don't need in your policy.

Do not shy away from the cheaper insurance policies; you never know the quality of the policy until you look. These policies may contain exactly what you are looking for, and you have no need to pay for anything more expensive. These options are usually basic, but will cover things like loss of luggage, loss of passports, and maybe that is all you are looking for in your policy.

Buy in advance - It could save you money to think ahead, while this vacation may be in the summer, what if you go somewhere in the winter? Will my policy have winter sports coverage? Don't get caught in the trap of thinking only of the present, always keep one eye on the future. Take note of any travelling restrictions your annual holiday insurance could have, you do not want to buy a policy that does not even cover your vacation plans.

Companies usually offer a discount if you are buying a policy that covers more than one person. Buying your policy as a couple or a family could lessen the money coming out of your pocket. If you are travelling with a group of friends you can always buy your insurance together.

Buy online - I cannot stress enough how much you save by shopping online. It is a thousand times easier to shop online, and most companies will offer you a hefty discount for shopping online. Not to mention it is always nice to not have to leave the house to buy your travel insurance.

Buying annual holiday insurance takes time and effort, but it is well worth the benefits. Nothing is worse than having a wonderful vacation turn into a bureaucratic or financial nightmare. Save yourself from the heart ache and worry of travelling without insurance and get the best policy you can find.

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Many of us are already planning where we are taking our summer holiday this year. With the recession showing no signs of letting up, many British families have decided on other alternative methods of travelling.

Static caravans are a great way for the family to spend quality time together or for couples to get away from it all. With camping and caravanning becoming increasingly popular, many want to know of how else they can save money this year.

Static caravans are a popular choice because they are like going from home to home. Many have invested money into static caravans and want to ensure their property is save whilst they are back home. Of course, the question on many minds is; where can I find static caravan insurance online?

There are many different comparison sites advertised on television, allowing people the opportunity to save money on car, travel and home insurance. However, because of the niche market that caravanning comes under, many don't know of the specialist companies that provide online quotes at the click of the button.

There are various companies that make it easy for people to log on and request quotes in an instant. By putting in relevant details, people can request a quote that is unique to their requirements and their caravan.

Depending on the type of cover people want, they can ensure they are not paying where they don't have to. It also provides peace of mind when they are away from their van that should any incidences occur, they are fully covered to cope.

Of course, this doesn't just apply to static caravans. For those that like to take their home with them wherever they go, mobile and camper-van owners are eligible to get quotes for their vehicle also.

The options are endless and if you are looking at insuring your caravan, save some money at the same time by getting the best quote you can from online specialists.

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Do you know what to look for when it comes to trip travel insurance? There are some things you should look for before deciding if you even need insurance. More importantly, you should want to find the lowest cost insurance. It would be nice to know where to look. This article covers some of the travel insurance rates and perks. Know what to look for before you get caught paying too much.

1. Look for individual vs. group rates - There are many insurance companies that offer individual rates that are usually the cheapest. However if you need insurance for your whole family and there are more than three of you, then a group rate is definitely for you. individual rates run around $30-$50 depending on what your necessities are. IE. lost baggage, evacuation, medical, etc... The more things you add on to your package the more expensive your rate/cost will be. It can get higher than $50 but most people do not need the extra perks. Group rates run closer to $100 and upward. This is great if you have a family of 4 and don't want to get each person an individual rate. Side note: children will be covered under you in many plans.

2. Local Agents vs. Online Travel Agents - There is a big misconception that local agents are cheaper than travel agents. This can be true if you are going on a cruise or have hired a travel agency to take care of everything (including your insurance). Most of the time you can find great deals, print them out, and be set online. This makes it tough for local travel insurance companies to stay afloat. I would recommend if you have a few extra dollars, to go with the local travel agency and support your local business. Make sure they are local and not some front, for simply entering in your data online and taking some off the top.

3. You dont need insurance? - I have heard so many times, that travel insurance is a bunch of hogwash and that no one needs it. People say that until they need it, don't have it, and regret it. Travel Insurance is not for everyone and most often you can get by without it. (Especially if you are supported by global medical insurance) However, there are times when people should get it. Backpacking through Europe, Hiking Patagonia, scuba diving in Hawaii, are just a few to name, where travel insurance is a smart idea, in case something happens to you or your family.

4. Travel Insurance Cost - The cost of insurance rates varies. It depends on many factors that you can control. There are business plans, family plans, corporate perks, 4 individual plans, 4 business plans, etc... It is a good idea, to get a quote from multiple agents, and weigh your options when it comes to traveling and whether or not you need it. The best time to find travel insurance, is in the winter, when less people travel, as the cost seems to fluctuate in the summer months. Keep your eyes peeled for future deals, recurring promotions, and more. It can be a good idea, but it becomes a bad idea, when you pay too much and are not prepared before you travel

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Many discerning travelers now make several trips a year, even at very short notice. Multi Trip Travel Insurance is a flexible type of reporting, that reporting a traveler can leave at any time and for any purpose and maintain insurance. But flexibility has a price, and, like all insurance policies, accurate analysis of each policy is necessary before moving on.

Multi trip travel insurance is typically a>annual contract, allowing a full 12 months of coverage before the policy needs to be renewed. The cost is generally quite competitive compared to single trip travel insurance; it is not the same as simply multiplying one week's worth of coverage by 52 to arrive at the final full year's coverage. That would simply be cost prohibitive.

But the cheaper rates that are offered for multi trip insurance are often used to entice customers to the company, then changed during the course of the year. Somehow, insurance companies are able to manipulate contracts to the extent that would be considered illegal in any other type of business, but they have such a stranglehold on government, or are simply willing to pay massive settlements when needed, that they can get away with this kind of behaviour all the time.

When reviewing an annual contract it is important to make sure that the coverage is adequate for your purposes. Taking a number of golf vacations or business trips in the year does not require the same type of coverage as a jungle trek or scuba adventure. At the very least you want to be sure you are covered for basic medical aid wherever you are, and evacuation or repatriation costs so that if it is necessary to get you home for the right care, your flight is covered.

Depending on the type of travel you are planning to do, you may actually get better coverage and a better rate by taking several single trip insurance policies out. This is because annual insurance is not really for higher-risk travel, but more geared toward retirees and business people. Take a look at both options before settling on a policy. Again depending on your requirements, some insurance policies allow for multiple trips with breaks in between when you are home again, instead of a simple 12 month plan. This way you can extend your coverage beyond a basic time frame, and still be covered for a number of trips.

Another important consideration is the ease with which you can communicate with the insurance company. In case of an emergency, you want to be able to contact your company without too much trouble, particularly if you need to be hospitalized overseas. Reviewing a companies communications policies is important, since there are often smaller players who offer attractive rates but are not as well prepared for emergencies as some of the bigger companies.

Unfortunately, all this precaution means having to read a lot of fine print and wade through legalese. That is the nature of insurance policies. When it comes to multi trip travel insurance, you want to be sure to find a reputable company that can provide basic coverage for most situations, are easy to contact in case of emergency, and offer a competitive rate that won't end up costing so much you can't afford to take the trip anymore!

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