Cross sell, up sell, what to sell, we all sell!

Wednesday, July 02, 2008  by Susan Julien-Willson
Category: sales, selling, retailing, customers, marketing, products, consumer

Do you sell many products of one brand? Do you sell many brands and many products? Do you cross-sell beauty customers by suggesting appropriate health supplements or jewelry? Do you approach new customers with Ribbon Gift Collections and then upsell them to our core brands like Nutrilite and Artistry?

Recently, a successful retailing IBO sent me a blog topic suggestion. She wants to know from other IBOs how (and if) you handle retailing multiple product lines? If you sell Artistry, do you become an expert on the skin care and cosmetics in this line? Or, do you sell other branded products along with Artistry, and how do you manage that with your customers and in your business?

What do you recommend to other IBOs or potential IBOs? Do you train others to sell all products or to focus on just one product line?

Let us know. We can learn from each other.

Thanks in advance.

sjw
 

Comments

# dig4truth said on July 3, 2008 1:16 AM:

I mix it up. Sometimes I can land very large accounts for items like the Diesel Fuel System Cleaner (which is both hard and easy to sell - depends on the person) or I have a tendency to lean to the nutrition products, while still being able to sell the women on the Artistry line with just simple comments about it. Extremely easy to sell and present someone the opportunity when you have a can of XS, or the new water in hand. Edibles have the tendency to be the easiest to promote.

Personally, when I work with a new person, I encourage them to investigate which product line excites them the most. When they find it, I tell them to study it or get comfortable talking about it. It's easy to wave a great tasting energy drink or a delicious Simply Nutrilite bar around.

# John Niemann said on July 3, 2008 1:26 PM:

When Perfect Water first came out, I was offering the Simply Nutrilite Twist Tubes as a compliment product.  Depending upon the relationship I have with the prospect or friend whom I am offering, I then offer what Twist Tube is most appropriate.  Most of my friends who are over 40, I've been offering the Joint Health.  I just completed the Quixtar University course on Sports Nutrition and so now I'll offer even more products that are designed for specific applications.  The great thing about all of our edibles, is that they taste  great.  Many of my customers buy them from me because of taste!  With so many great lines, it is easy to cross sell.  

I am beginning to do B2B Ribbon sales.  Many of those I am sure will be candidates for core line products as well.  Ribbon is great but sometimes I've had opportunities to offer a specific collection of Tolsum or skin care products.  Opportunity to cross sell or up sell is always present, just be alert.

# visioneer said on July 3, 2008 10:11 PM:

I usually try to lead off with the Nutrition/Edible products because those tend to be the easist to start a conversation with. I was in the bank today and the gal at the window asked me what I was drinking (Perfect Water). I told her a little about it and she said she would be willing to try it.

From there I'll see if she's interested in the Twist Tubes as those are awesome complementary products, or a nutrition product.

After a customer has bought a couple of times, I like to sit down with them and go over ditto delivery and also introduce the home care or Ribbon products depending on their interest.

As a male, I usually don't sell a lot of Artistry products, I guess I'm kinda old fashioned. I don't want to be known as the "makeup" guy :)

That doesn't mean that I won't sell Artistry though. If a customer is interested in it, I have enough knowledge of all the Artistry products to be able to recommend the right product.

As I wrote in an earlier post, I've been really impressed with Amway Global's commitment to quality products with competitive retail pricing. In the last 3 months, my retailing PV has jumped from an average of 250-300PV to 500-600PV/month!

I'm looking to maintaining a 1000PV First Circle in the next few months.

# TWS said on July 7, 2008 3:27 PM:

I usually encourage new IBOs to focus on trying the products they get in the product pack first, to develop a personal testimony and excitement. The product intro pack is designed for that reason with some of the most marketable, high profit, brands we offer. Focusing on just a few products seems to be less intimidating. I also give them samples of my favorite products and show them ALL the brands they'll want to start buying over the next 30-60 days.

# CJ said on July 8, 2008 11:40 AM:

Visioneer,

To what do you attribute your increase in PV retailing? Keep up the good work, that's incredible!

# visioneer said on July 8, 2008 6:17 PM:

CJ,

Thanks for the compliment! I think I've just basically put more work into retailing. I used to rely more on a "business opportunity" approach when I'm meeting people and now I'm doing more of a "product" approach. This way I'm not leaving any volume on the table. I've also gone back and sat down with customer's that I haven't seen in awhile and showed them some of the new products like Perfect Water and the Twist tubes.

I think I'm just taking advantage of the new products as well as talking to more people. You probably know the saying "mouth open, store open"!

What I'm looking to do is transition more of my customers to online sales as well as ditto delivery.

Have you (or anyone reading this) had much success with that?

# SuperWoman said on July 18, 2008 8:26 AM:

My approach varies depending on what I hear from the people I meet.  If I'm hearing that the person needs more money I do a biz approach.  If they are tired all the time I do a Nutrilite approach first finding out the main reason for their tiredness.  If they don't seem to express their needs or wants then my favorite is the food approach.  Everyone eats and I love my food bars and drinks.  Finally, I always give Gift Albums.  As I told my sis one day, "I don't buy anything that doesn't have pv/bv."  I have taken to mostly giving the branded gift album.  That gives people the opportunity to try a product they wouldn't normally use.

# Tina B said on August 16, 2008 11:02 AM:

When I focus on a particular brand, it's typically Artistry Time Defiance (I am a woman over 40 so I can testify!).  I too, give alot of samples of XS, Trim Advantage, Simply Nutrilite (bars & twist tubes), along with Perfect Water.  Sample bags with the appropriate literature and/or CD/DVD's work best.  Good follow up is ESSENTIAL!

Do any of you struggle?  I struggle with time & place to introduce the products.  I have gotten into the habit of carrying the bars & drinks with me along with the twist tubes & even my personal nutrition packets (ie: traveling).  I do have people ask, I answer their questions & give them a sample along with my business card.  I then follow up within a couple of days to a week and don't find much luck.  Suggestions?

I've also set up MANY ditto profiles only to have the person go in and cancel it or 'put it on hold'.  I have over 500 PV sitting there in Ditto profiles.  I get every excuse in the book such as 'I can't afford it' or 'I don't have time to get it going'.  I have addressed this objections (whether they're the true objection or not is yet to be seen!) and gotten nothing.  Obviously, we have to just move on but it is frustrating.  Our products are very cost justified, are proven to be some of the best in their class and ditto is a phenomenol concept.  I'm not sure how to 'close' the deal more effectively.  Any suggestions on this one as well?

Thanks!

Tina B

Editor's Note: You bring up some good points. I am going to check in with Training and the Learning Lab--and get back to you.  Thanks for commenting. sjw

# CJ said on August 20, 2008 12:28 PM:

Tina B,

Looks like you have alot of potential sitting there-that's incredible. Maybe you could close the deal by offering one of our Ribbon Gift Cards based upon your profitability from each account/ditto profile and offer it every so many months or once a year, etc.

# CJ said on August 20, 2008 4:19 PM:

Tina B,

On another note, if one of your objections is "I dont have time to get it going", then just start them off with one or two items for sure they feel comfortable with and you set it all up for them. Once it's set up, it will be easier to introduce them to adding more items on their list.

# Tina B said on August 22, 2008 10:08 PM:

Thank you for checking into the issues Susan!  

Thanks CJ, for your comments & suggestions.  I have to confess that one of my 'stumbling blocks' is that I've had little ones (yes, at my age!  LOL!) that have taken lots of my attention & focus and have retailed very part time.  However, in just over a week both "little ones" will be in school full-time for the first time so I will be able to put much more time, focus & attention to my retailing efforts!  I worked in corporate america for years and now I'm so very excited to be able to work both the consumer & the B2B end of the biz and keep the profits for my family!  I'm practically 'chomping at the bit' to commit my time to it.  I agree with your suggestion of using the Ribbon program as customer incentives.  In fact, I just purchased the sales kits because I'm going to focus on that area with B2B especially.

# Tina B said on August 22, 2008 10:28 PM:

Susan,

I'm not sure what other forum to put this comment/question on other than this one...it seemed most appropriate.  ;-)Anyway, I am wondering what the corporation is providing by way of "cost justification" materials.  In other words, when we first started in the biz (my hubby & me)in 2002, there was the "Switch" catalog.  There was also a local cost justification sheet that compared 15 of our Exclusive products to the top selling competing products.  It even went as far as to compare each product purchased through different stores such as Walmart, Target, Costco & Cub Foods (local 'discount' grocer).  We beat our competition almost every time.  The cool thing was that it showed our prospects immediate savings.  I don't see anything like this anymore.  In fact, I was just paging through the new Choices catalog & I don't even see as many cost & usage comparisons vs. the competition.  If I'm going to try to get customers (retail is my immediate focus) based on saving time and MONEY, then I want to show them clear examples.  In the meantime, I'm going to do a write up of our own personal testimonies.  Any ideas?

Thanks again!

Tina B

# Susan Julien-Willson said on August 25, 2008 10:42 AM:

Tina,

I take it you use Choices Catalog with customers. And, you'd like to show them comparison charts, is that correct? Do you give customers a copy of the Choices Catalog to keep? From your perspective, as a retailing IBO, what would the perfect lit pieces be for customers? Do you see Choices Catalog as a sales tool?

To answer your questions, we (the corp) are working on plans for more sales materials for IBOs in 2009 and more consumer pieces for IBOs to give to their customers. Affordable handouts.

I'd love to hear more of your ideas ... and that goes for all of you reading Sales Speak!

sjw

# Bridgett said on August 26, 2008 2:29 AM:

It's been my experience that using "saving money" as a selling point on our products has not been very effective in getting and maintaining and growing customers.

Wal-Mart and Target and Costco do a far better job with their "stack it deep and sell it cheap" model.

Add coupons, sales, and "lost leaders" in to the mix, and the selling a product on price is a losing battle.

Not saying that the Corp should not attempt to be cost-competitive (LOL, for those who know me for the last year, that's the farthest from the truth. LOL) but, just saying that price is not THE number one (or number two or number three) feature/benefit I highlight.

# tina b said on August 26, 2008 7:15 PM:

Susan,

The main thing I am asking for is cost justification and comparison materials like the former Switch Catalog. Being that we claim to help families save money & save time, I'd like to be able to continue to prove that.

Bridgett, what do you promote in retailing?  I find that there are so many health & beauty options out there that overwhelm people that our quality combined with our price is what helps to differentiate our products.  Along of course, with our personal customer service and follow up.  ;-)  Would you share your retailing forte?  Thanks!

# Bridgett said on August 28, 2008 2:06 AM:

Hi tina b.,

I actually don't claim to help people save money per se. I've gone that route and it just seems to get me in to trouble all the time.

I will always first listen for a need, and then offer A product (one) to fill that need.

But my default product line are the Edibles (XS, protein shakes, bars, twist tubes, ROC2O, etc.) for three reasons:

1) Profitability: People eat (and take supplements) more than they do anything else. So the re-order rate occurs much quicker (=more frequent=more orders=more $$) than any other product line.

2) Portability: I go everywhere with a product in hand. I am a walking billboard. I drink and eat in front of people.

My desire is for someone to say, "What's that?"

XS is a great product, but what makes it a spectacular product is that the colors and the graphics grab people's attention across the room. It gets the conversation going. It breaks the ice. It has people coming to YOU, which is a whole different energy than you going to them.

3) Many people are already eating, on the go, and trying to be somewhat healthy. It's a simple, easy, product category that is a great introduction to all our products.

I don't have to teach someone how to eat. They are already doing it.

I give samples. The samples then “get my foot in the door”. I then sit down and *listen* to their needs and figure what two or three products will fit their most urgent need—energy, on-the-go meal, protein, etc.

The way that I work with any price objections, is to address it before it even comes up--I have them figure out what there are currently spending. An actual worksheet of what spend on a daily/weekly basis--snacks here, meals out there, a latte, a muffin, etc.

Then I convert it to a monthly amount and they are shocked at what they are spending. Most people simply do not know how much they are really spending, ‘cause it’s “only” five bucks here, ten bucks there. They are not used to thinking on a monthly basis.

I then take a fraction of that spending—no more than 25%--and offer them Edibles that fit their needs. I do only a fraction, ‘cause I don’t want them to feel like I’m trying to make them have to make such a big commitment.

I start customers out small. I find a $75 order is what is comfortable for them. Going over $100 can freak them out.

After a few months of Edibles,if they are not already on Ditto, I show (not tell, but SHOW) them Ditto.

After that, I then will gradually introduce another product category that I think they might like. And because I have started to build a relationship with them, they've giving me clues on what other products/product lines they may like.

And then, follow up, follow up, follow up.

I realized that I need to keep re-selling a product to my customers (like a quick email about how cool Nutrilite is, or XS is--have you seen the new XS Gold teaser video? Very fun! http://www.youtube.com/watch?v=C_EnWFx0j44 )

Basically, I’m “advertising” when I do this.

That’s the framework. Of course there are always exceptions because we are dealing with people, but that’s the general gist of what I do.

Sorry for the long post!

:-)

# visioneer said on August 28, 2008 10:17 PM:

Tina,

I've been working at retailing for the last several months and while I've always had good sales, I have also been challenged with getting customers on ditto. I'm interested in what others have to say who have been successful at it.

In June I was just shy of 600pv in retail sales and I think its basically because I've just been out promoting my business more often. While I'm sure 600pv is not the record for sales, I think it's a pretty decent figure and it sure helps with the profitability!

Hopefully I can help with some suggestions to your question about giving people samples and then following up with them later.

1. When you meet someone, let them know you have an online business and you represent some national lines in health and beauty.

2. You could say something like "we have a promotion going on and we're passing out samples and getting feedback from people".

3. When you give them a sample, let them know if you have a promotion going on. For example, if they make a $75 order, you'll give them a free product.

4. Let them know that when you call back that you're calling to see if they have any questions or if there's anything they'd like to order.

These suggestions were given by a Diamond in our organization who was very successful at retailing.

Hope that helps! Great to have you in the Amway Global business with us!

PS. I just ordered Joe Pici's book, "Sell Naked On The Phone". He's an Emerald in the business and is very successful at selling Ribbon products. Unfortunately its not available on Barnes and Nobles, I had to get it from, ummm, you know... A**z*n. Let you know how I like it later.

# visioneer said on August 28, 2008 10:58 PM:

Tina B,

There is a discussion going on for cost comparison materials and the Choices catalog on Susan's new blog.

# tina b said on September 7, 2008 10:00 PM:

Hey Bridgett & Visioneer-

Thank you both for your wonderful ideas & suggestions and for sharing with me what you do.  I have been in 'sales' for a few years but I'm one who believes we can ALWAYS learn from other people!  And, we can always improve. :-)  

I have been 'distracted' with the last weeks of summer & Labor Day weekend (gone a LOT) and with getting my kids off to their first week of school.  BOTH of my kids are now in school full time!!!  Yay!!!  I love them but....I've been looking forward to this time for a long time!  I plan to really dig in in the next two weeks.  I will focus on Artistry & Nutrilite (with sample bags and follow up - loved your ideas visioneer) with emphasis on Ribbon in the B2B arena.  

I am excited.  That's for sure.  The more success I have....the more I can teach new downline with credibility.  

By the way, where & what is Susan's new blog???

Editor's Note: I think it was a reference to my blog posting, not a new blog. I don't have a new blog that I am aware of at this time. : - )

# visioneer said on September 9, 2008 8:32 PM:

Hey Tina B,

Sorry for the confusion, I meant Susan's new posting, at the time, "Choices for your life, opportunity for your business".

I agree, we can always learn from each other! Glad to hear your moving ahead with the biz! If you can, let us know of any ideas you have that's working, thanks!

# CJ said on October 24, 2008 12:31 AM:

Hey Susan!

Just piggybacking off of this post. I just recently started using the sales tracking and receipt creator on the website. I think it's awesome because I usually have my own software pkg that I use to generate reciepts for my customers. Only problem is that I try to find a fresh cross product to put a picture and blurb of on the receipt. I notice on the AmwayGlobal website receipt, there is a blank space in the area under the pictures of the products ordered and to the right of the price/shipping columns. It would be great if we had a lot of choices to choose from and with the press of a button, we can place or showcase another product to put on the minds of our clients for the next order. Also, for clients, in my opinion, I think it can scare away a customer seeing that many "costs" in purchasing from us. Normally when someone goes to the store, they don't see service charge/delivery tax/tax. Maybe we should consider adding service charge/delivery tax on one line instead of a seperate line. Service+Delivery Tax or S&DT and put in the legend at the bottom of the receipt. Keep up the good work Susan!!!

# CJ said on November 2, 2008 1:51 PM:

Hey Susan,

Just wondering if you heard anything in regards to the idea about allowing us the option to feature a cross product(s) on the customer receipts we can generate from the amway global website?

I sent your request on, CJ, but haven't heard anything. I'll try again! Thanks for your patience. sjw

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