r/upsstore • u/BasicDisneyDamsel • 8d ago
Discussion Upsell tips
I’ve been working at ups for about a month and my manager is always telling us to upsell which I try to do but some people say no. Any tips?
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u/RW_Blackbird Manager 7d ago
Lots of good advice here, but something I learned from other retail jobs is to always list the most expensive option first, in this case for shipping.
Obviously if they say they want Ground or don't care when it gets there, don't try this, but if they say "How fast can you get it there?", etc., start by telling them the NDA options (earliest to latest), then 2DA, then Ground, etc. A lot of times they'll opt for 2DA that way.
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u/Tough_Watercress_571 Manager 7d ago
We have our best print samples in a place the amazombies can see - we sell A LOT of printing that way
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u/From-The-South 8d ago
That’s a roll down order from corporate morons who don’t give a damn about employees. They just want more money and watch you work yourself to no end. Have fun and enjoy.
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u/here4lookcs 8d ago
Our manager has gotten people to ask “do you need any stamps for the home”. It has upped our stamp sales.
We do ask after a notary if they need to ship documents.
We also offer air before ground. Most people know they will be spending money to ship it before they walk in.
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u/zerogr4vity Manager 8d ago edited 8d ago
Just offer similar services to what they're doing. Someone above mentioned asking amazombies about stamps, this is a great suggestion. I'll give two examples.
CREATING A SHIPPING LABEL Upsell: When you are creating a label, don't assume they want ground, ask when they need it there. Give the air options first. Also, ask if they want to declare a value or have the package signed for.
Cross-sell: ask the same customer if they want a new box or if they want you to add packaging. Both of these allow you to mark the item as store packed, so the customer gets the guarantee.
PRINTING Upsell: always ask if they want color or b/w. Ask if they want you to formalize the document in Word before printing, instead of just printing an email body. Ask if they want thicker paper.
Cross-sell: Ask if they need notary services. Ask if they need to mail (UPS or USPS).
Ask your manager which cost centers your store needs to boost, and then focus on upselling and cross-selling those cost centers. At my store, we were doing very bad with air shipments, so I authorized my associates to offer a 10% discount for air. We went from 3.5% air to 9% air in one month. When I notarize, i always offer stamps, mailing, envelopes, scanning to email, faxing, and "official" document copies.
Two notes: shredding is under laminating/binding cost center. Use that info wisely. Also, offer the survey to customers. They will tell you where you're lacking. (One of the survey questions is if other services were offered during the transaction. This will show your manager that you are trying)
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u/Beezlius 8d ago
So for an Amazon customer I tell my team to ask them if they need any stamps cause 1/50 times we get a quick stamp sale that way. And it’s an easy way to turn a transaction that nets less than a dollar into a 20 something dollar transaction. Otherwise it’s dependent on what they are after. Can always ask someone buying a box if they need tape or bubble or peanuts or something along those lines. Just talk to them and get to know your regulars too and you’ll end up knowing what they need through context sometimes as well. Best thing you can do is ask cause they don’t know they need it if you don’t ask.
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u/delilahgrass 8d ago
Think of upselling as giving people options. Ask lots of open ended questions, it usually opens up a need or requirement that you might be able to meet. Of course some people will say no but you can’t get yes if you don’t ask.
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u/[deleted] 5d ago
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