How to turn “no’s” into “yes’s” when upselling and cross-selling to clients


Do you feel uncomfortable trying to convince a client to agree to try another treatment or purchase an at-home product that you know will benefit them? Maybe you are afraid you will come across as too pushy. Possibly you dread the rejection. Whatever your reason, your recommendation might be invaluable to a client, whether the problem is pain or stress relief that can be addressed with another type of massage or skin treatment for, particularly dry and dehydrated skin.

Dreading rejection over a sale is not uncommon. But for the sake of your client and your business, you can learn to become comfortable making recommendations for upselling, which involves encouraging clients to purchase a more expensive treatment, or cross-selling, getting clients to agree to related or complementary products, and be successful a majority of the time. 

In both cases, you need to be confident about the outcome of the recommendation and sincere that your suggestion is truly in the client's best interest and is not driven simply by your desire to boost your bottom line. You also need to:

Know your client

Before you try to upsell or cross-sell to a client, make sure you know them well. Know their buying habits and what their goals are for treatments. It also helps if you know their budget situation. There’s no value in suggesting an expensive treatment that you know a client can’t afford.

Be knowledgeable

Support your recommendations with facts or case studies of other clients’ use of the products or services. Be prepared to answer questions.

Emphasize value

When upselling, point out the value of the higher priced offering you suggest in light of the client’s needs. The more costly item needs to have incremental value to your customer to make them consider your suggestion. You might even want to consider offering a sample for your client to take home and try.

Let things happen naturally

A suggestion to consider an additional product or service or possibly a more expensive one should happen naturally in consultation with your clients. The idea is to mention that other options are available and provide professional advice at the same time.

Don’t confuse

You can confuse your client when you start to make too many recommendations. Make a few relevant suggestions and give the client time to consider them.

Timing counts

Be sensitive to your client. You don’t want to initiate a dialog about other products or more expensive offerings if your client seems preoccupied or in a hurry. They won’t spend more money, and they will remember your massage practice or spa experience as unpleasant.

Try bundling products

Another way to cross-sell would be to bundle some products and offer special pricing.

Suggesting additional valuable services and products to clients in the end will help strengthen the relationship you have with them. Just be honest and always convey you have their best interests at heart.

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