User experience: Cross-selling and up-selling

Original:Cross-sells and Upsells:what is the Diff?

Author:Linda-bustos

Translator: Shan

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Cross sales, upward sales, very similar nouns, in the end what is the difference?

Related articles: Web shopping cart: continuous shopping cart and permanent shopping cart

• Up-selling is to allow consumers to spend more money to buy a more expensive version of a product, or to purchase a product that adds functionality or warranty.
• Cross-selling means letting consumers spend more money to buy products other than those they are browsing and buying.

The two are often confused conceptually, so let's face them. For example, customers are browsing the 4GB ipod nano, which is worth 169 of dollars:

8 GB iPod nano,299 dollar-> up sales, same product line, more expensive

8 GB iPod touch,299 dollar-> up sales, same product line, more expensive

GP iPod touch,299 Dollar-> up sales, same product line, more expensive

Apple in-ear headphones with Remote and mic,79 USD-> cross Sale

Skull Candy headphones,69 USD-> Cross Sale

ITunes card,25 dollar-> Cross Sale

8 GB Microsoft zune,249 USD-> up sales, more expensive, same category

4 GB Creative Zen mp3 player,159 USD-> is neither cross-selling nor upward selling, more like an "optional product proposal"

Portable DVD player,299 dollar-> cross-selling, cool gadget that customers might like but not related to mp3

Griffin FM transmitter for car,79 USD-> cross Sale

Did you find it, like there should be a third category called "Optional Product". "Optional products" compared to the real increase in the value of shopping and the other two categories of sales (translator Note: This means that cross-selling and upward sales can lead to more sales), it seems more like a provision of optional products, auxiliary navigation. Consider the following example of Harry and David:

"Go Deluxe" means selling up. One of the recommendations is to buy 2 boxes of truffles chocolates for as long as 44.85 dollars (translator: 29.95 dollars a box), which is indeed upward sales. Another suggestion comes from a different category (the Translator: popcorn), which is also a higher price. If it is an additional recommendation, it can be viewed as cross-selling rather than as a substitute product. But in this case, popcorn should be seen as an alternative product proposition rather than a real upward sale of truffles chocolate (click on the recommendation to go to the Popcorn product interface).

Are you clear?

"You might like it too."

There is no general way to express product recommendations. Recommended commonly used labels are:

"Recommended Products"

"You might like it too."

"The customer who bought X bought it."

"Customers who have visited X also browsed"

"Often bought together."

"What You Need" (Radio Shack, accessories)

"Something You might want" (Radio Shack, another category)

"More relevant content" (category, brand, author, performer)

"Popular browsing"

The best label for usability is to be able to articulate why such products are recommended ("It's better than the one you're looking at", "people like you like this", "This is a match for what you're looking at ..."). Instead of simply "recommending" or "You might like it".

Often there are retailers that confuse upward sales, cross-selling, and optional products in their business areas. CompUSA to "Want to upgrade?" "Differentiate between up-selling and cross-selling to differentiate between optional products and cross-selling with" more recommendations. "

In addition to the clarity of the label, the other advantage of distinguishing between product recommendations and business recommendations is that you can more accurately track which recommendations are efficient. Do those who are persuaded to accept the recommendation add orders or generate more valuable orders?

It's not really a requirement that we have to figure out what cross-selling is, and what is selling up. We have also added a third category of "optional products", and understanding the differences in these basic concepts can help us make better decisions when choosing a product mix, labeling a sales area, and monitoring the success rate of different recommendations.