In the beauty and wellness industries, upselling can be a powerful strategy to make more money while providing additional value to your customers. Multi-location and enterprise businesses can really benefit from implementing effective strategies to maximize their full sales potential. By offering additional services or products, such as add-ons or premium packages for example, you not only enhance your client experience but also help to continue to grow your business.
In this article, we will define upselling trends, highlight its importance, and explore a range of effective upselling techniques tailored to the unique needs of multi-location and enterprise businesses. So, let’s get right into it!
Upselling Trends
Upselling trends for mid-market, multi-location and enterprise businesses can be influenced by various factors, including customer preferences, technology, and industry shifts. They’re always changing, really, so let’s look at some tried & true upselling techniques that actually work.
Embrace Personalization:
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Personalized recommendations are big because they’re based on customer preferences or specific needs.
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Create customized product bundles or service packages to cater to individual customer requirements.
Subscription Services:
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Introduce subscription-based models for skincare products, cosmetics, or wellness services.
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Provide discounts or exclusive perks to subscribers to encourage repeat business.
Cross-Selling:
- Implement an effective CRM system to track customer purchases and suggest relevant cross-sell opportunities. Vagaro’s Customer Tracking capabilities are excellent tools to get you started.
Eco-Friendly & Sustainable Options:
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There’s currently a fantastic opportunity to upsell eco-friendly and sustainable products to customers who are conscious of environmental impact.
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Highlight the benefits of sustainable choices, such as organic ingredients or cruelty-free products.
Scarcity Marketing Sells:
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Create limited-edition product lines or offer exclusive products or services available for a limited time to create a sense of urgency and exclusivity.
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Promote these offerings to encourage impulse purchases and upselling opportunities.
Customer Reviews & Testimonials:
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Showcase positive customer reviews and testimonials to build trust and encourage sales.
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Share before-and-after photos or success stories related to your products or services. The FREE Vagaro Marketplace is the perfect place to show off your work.
Pro Tip! Remember that the key to successful upselling for multilocation and enterprise businesses is to prioritize the customer's needs and preferences, providing genuine value through the upsell rather than focusing solely on increasing sales.
The Benefits of Upselling
Incorporating upselling techniques into your business routine provides many benefits to optimize your business growth. Advantages your business might see from upselling can include...
Increased Revenue: Upselling can significantly boost a business's revenue by encouraging customers with upgrades and add-ons—ultimately increasing the purchase spend.
Enhance Customer Satisfaction: Like we mentioned, when done correctly, upselling can enhance the customer experience by providing valuable suggestions that align with their needs and preferences. For example, recommending items during checkout that compliment what a customer is already buying is a great way to enhance the buyer experience.
Strengthened Customer Relationships: Upselling allows businesses to build stronger relationships with their customers by showing that they understand their needs and can offer personalized solutions. Not to mention, this added interaction just might lead to a deeper understanding of your customers, allowing you more opportunity to provide them with products & services that they want or need. And we all know, when customers feel understood, their loyalty to your business grows.
Competitive Advantage: Effective upselling can differentiate a business from its competitors by offering unique or customized options that meet customer demands.
When to Offer an Upsell
Choosing the right moment to upsell is crucial. Often, the best time is when you’ve established trust and a positive rapport with them during their customer journey. Finding the right time will also enhance the customer's experience, rather than coming across as salesy or pushy. This can be during a consultation, during a service, or at checkout. Ultimately, the right time should be judged by you, the business owner or provider. But, other opportune times can include...
After Initial Interest: Once the customer has expressed interest in a particular product or service, you can start discussing options & upgrades. For example, if a customer is considering a basic service, you can suggest upgrading to a premium package or version.
During Product Comparison: When a customer is comparing different products or services, this is an opportune moment to highlight the advantages and added value of higher-priced options. Explain information on how these options meet their specific needs or preferences.
After Addressing Needs: If you have actively listened to your customer’s needs and helped them find the right product, you can then suggest additional items that complement their purchase. For instance, if they've just bought a yoga membership, you can recommend a yoga mat as an added value.
Post Purchase: Even after the customer has made a purchase, you can still engage in upselling. For example, when they’re completing the checkout process online or in person, you can suggest related items. Yes, you read that right—you can track purchases & upsell to your clients at any time with the Vagaro app. You can even set add-ons to pop up as suggestions when customers add certain products & services to their cart.
Seasonal Promotions: Stay relevant by offering seasonal promotions and themed packages. For example, if you run a spa or esthetician beauty business, you can promote limited-time promos for sun protection in the summer months and emphasize treatments for dry skin in winter. These promotions create a sense of urgency and encourage new service & product adoption. Offer limited-time deals on upgraded or complementary products during peak shopping periods like holidays as well.
Email & Text Marketing: Sending follow-up emails or texts with tailored recommendations based on the customer's previous purchases can be an effective way to upsell and encourage repeat business. With these marketing features, it’s easy to send out personalized messages to exactly who you want.
Upselling Techniques
As mentioned earlier, upselling involves persuading a customer to buy a more expensive or upgraded version of the same product or service. It focuses on enhancing the chosen item and requires a thoughtful and customer-centric approach. Understanding your customer’s needs is important, and you can start by asking questions and actively listening to their responses. This will help you identify opportunities for upselling that will genuinely benefit your client. Some upselling techniques you can implement right away at your business locations are...
Personalized Consultations: Start by offering personalized consultations to understand your clients' needs & preferences. During these consultations, you can identify opportunities for upselling based on their unique pain points & interests. This approach not only builds trust but ensures your recommendations are tailored to their goals.
Segmentation for Personalization: Divide your customer base into segments based on demographics, purchase history, or behavior. Note that this may differ from location to location for your business branches, as each area may contain different demographics. Tailor your upselling offers to each segment's unique characteristics and preferences. Personalized upselling is far more effective than generic offers and can significantly boost conversion rates.
Know Your Products/Services: Be well-versed in the products & services you offer. Understand the features, benefits, and pricing of different options, including upgrades and add-ons.
Train Your Staff: If you have staff, ensure they’re trained to identify upselling opportunities and provide excellent customer service. They should be knowledgeable about your products & services and drive added sales if they see an opportunity that can benefit the client.
Explain the Value: Clearly communicate the value proposition of the upsell. Explain how the customer will benefit from the upgrade, whether it's improved performance, added features, time savings, or cost savings in the long run.
Recommend Relevant Upgrades: When suggesting upgrades or additional items, ensure they are relevant to the customer's initial purchase. Highlight how these upgrades enhance the customer's experience, provide value for their money, or solve a problem they might encounter.
Offer Bundle Deals: Offering bundled packages is a very effective upselling strategy. This involves combining related products or services at a slightly discounted price. An example would be six classes or sessions for the price of five, rather than purchasing each one individually over a longer period of time. You get that money upfront and your customer saves in the long run. People often find value in bundle deals and are more likely to purchase when they perceive a good deal.
Create Membership & Loyalty Programs: Create memberships or loyalty programs that reward repeat customers. Offer exclusive discounts, early access to new products, treatments & services, or special perks for loyal clientele. This not only encourages retention but also motivates clients to explore additional services that you offer.
Educational Workshops: Organize fun & informative workshops related to what your business offers. These workshops can cover topics like skincare routines, makeup tips, or stress management techniques. Offer these workshops for a fee and provide discounts to attendees for services or products.
Referral Programs: Encourage your existing clients to refer friends and family by implementing a referral program. Offer incentives such as discounts or free services to clients who refer new customers. Word-of-mouth referrals can be highly effective for growing your business. Vagaro’s Refer-a-Friend program is also an opportunity for business owners to earn some extra cash and other benefits!
Final Thoughts
Upselling techniques are a powerful tool for multi-location and enterprise beauty & wellness businesses looking to increase their revenue and provide exceptional customer experiences. By implementing personalized recommendations, bundling, loyalty programs, and other strategies mentioned above, you can effectively upsell while delivering value to your customers. Remember that the key to successful upselling is aligning the additional products or services with the customer's needs and preferences, ensuring a win-win situation for both your business and your clients.
No matter if you’re a multi-location, enterprise, or small business, Vagaro’s got you covered. Our software was designed with all business owners in mind—with features focused on scaling your business and supporting you at every step of your journey.
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