What is an upsell?

• Upselling: convincing the customer to purchase a more expensive version of the product, purchasing add-on products, or purchasing an upgrade.

• Cross-Selling: convincing the customer to purchase related products or services.

Definition for this presentation

Library Upsell: The Library Upsell is suggesting additional materials for checkout based on current and past interactions with the patron, while also maintaining careful consideration to privacy.

Success of the Upsell:

Not based entirely on an increase in circulation; but also, on patron experience.

• Be Positive

• Be casual and conversational

• Listen

• Adjust suggestions based on interactions

• Read body language

• Be honest/keep trust

• Know your product

How can upselling be used in libraries?

• Create eye-catching mini-displays (Point of Sales); Know what is on them.

• Have relevant titles displayed before and during a program. (Mention these at the start of programs, not at the end.)

Improve Customer Service

• Help them find related titles they were unaware existed

– Oh, did you know they made a sequel.

– This is inspired by a true story, we have the biography.

Adjustments for Libraries

• Don’t overwhelm your patrons with too many suggestions, or keep the conversation going too long.

• Avoid upselling on private topics like divorce, health, or finances (unless asked for suggestions).

Who can upsell?

Training

• Ask your staff questions about your product.

• Run through quick “act it out” sessions.

• Address any concerns: “Patrons will get angry if we try to upsell them.”

• Quotas: I recommend that we leave this to the retailers.

Tips and Techniques

• Put the item in the customer's hand.

• Use positive language and nodding.

• Limit your suggestions to 1-2 items.

• Use your judgment and vary your sales pitch by customer.

ACT IT OUT

What not to do…

ACT IT OUT

QUESTIONS, COMMENTS, CORNY LIBRARY JOKES?