2. Figure out what others have bought -----------------------------------------

You should also take a look at prior sales and see what products your customers often purchased together. This may give you some additional ideas and insight as to what add-ons go with what primary products. Update your table based on your review.

3. Develop new options (products, installation, maintenance plan) -----------------------------------------

Spend a little time thinking about additional options for add-on sales. Again, a great upsell product is less expensive than original purchase but is in some way related to it, and provides a fixed benefit for a fixed price.

Some options to consider: -Supplies which relate to original purchase (e.g. printer cartridges) -Maintenance or update agreement -Premium service - such as a special phone number to call with questions -Extra or printed copies of a report or e-book

4. Script your plan -----------------------------------------

You now have enough information to develop your upsell script. This is a simple as asking buyer "would you like _ with that" at time of purchase. I would also suggest you include some sort of reason to purchase. Here is an example "Would you like a set of 2 additional printer cartridges along with that? We can ship them to you with printer so they'll be available whenever you need them."

Select products you will offer with a particular primary purchase by reviewing your product table. You will want to emphasize those items which relate to primary purchase and which have highest return to you. (In fact, you may even consider raising prices of add-on products; there is often less price resistance at point of sale).

Make it easy on person talking to customer by having a separate sheet or separate section on a sheet for each primary product with specific add-ons to offer.

You can also do this via a web site, by showing pictures of related products below primary product description or next to their selected items in order summary or shopping cart.

You're now ready to go. Happy upselling!

(c) 2002 Carol Woods

Imagine a lighthouse standing strong and erect on rocky shores of a beautiful ocean. On this particular day, water is calm, sky is blue, and there are many boats out to sea. Yet, out in distance, there is a storm cloud forming on horizon. It is coming closer to shore very quickly. The sky is getting darker, waves are getting rougher, and many of boats are being tossed about on water. As rains and winds pick up strength, so does power of beam of light emanating from lighthouse. Some of boats, anxious to move quickly to a quiet and protective harbor, are relying on this beam of light to guide them safely to spot. The darker skies become, brighter light shines. Notice that not all of boats are in need of this beam of light to guide them to safety. Some have more confident captains and crew, while other boats have equipment that can handle storm effectively. Now, imagine that lighthouse gets upset because some of boats are choosing not to come to its harbor. Because it wants to protect and serve all of boats in sea, it sprouts arms and legs and begins running up and down beach, waving its arms, doing its best to catch attention of all boats. What would be result? Most likely, boats that were depending on light to guide them would by now have been destroyed in chaos and confusion caused by light moving up and down beach Other boats, led by their curiosity, may come closer to shore to get a better look at spectacle of a lighthouse running up and down shore, and then head back out to deeper waters. While others would be perfectly content to stay where they are...out at sea. The end result, very few boats are served safely and securely.

The test lies in asking yourself what percentage of time is your company lighthouse standing securely on shore attracting boats (customers) with power of its light and how often is it running up and down beach looking for boats (customers) to serve?

PERFECT CUSTOMERS COME RIGHT TO YOUR SHORE

Take a moment to recall one of your most perfect customers -- someone with whom you most enjoy working. The customer you describe as perfect is most likely one who respects and values your time, trusts your company to have his or her best interests at heart, comes to your site with realistic expectations, happily pays what your product or service is worth, and refers your business to their friends and family. Perfect customers make you feel needed, appreciated, respected, and understood. Even more, they reconnect you with passion and purpose that puts joy in your work. And, when you think about it, these perfect customers often find your site easily; there was an immediate spark of attraction and connection with this client as if synchronicity brought you together at perfect time and place.

The key to ensuring that your company is only attracting most perfect customers lies in asking of four simple questions which comprise a Strategic Attraction Plan:

1. What Are Qualities of My Most Perfect Customers?

2. What Makes My Perfect Customers Tick?

3. What Do I Want My Perfect Customers To Expect Of My Web site?

4. What Do I Have To Improve?

The daily review for just five minutes of these four questions is what will keep you connected to your company's mission and purpose. It's this connection which powers light of your message and draws customers who are a perfect fit for that message right to your shore.

Proponents of Strategic Attraction Planning Process are growing in numbers quickly. As Robert Allen, author of Multiple Streams of Income, www.multiplestreamsofincome.com, reports "this is a simple and effective method for bringing perfect customers right to your doors and web sites."

Copyright 2001, PerfectCustomers Unlimited.