The Art of the Upsell

Do you want fries with that?

It’s the classic upsell offer.

Translation: would you like something EXTRA?

Remember when they used to ask “SuperSize???” at the McDonald’s drive-thru window? Another classic upsell.

Translation: would you like MORE?

From the consumer, or guest, side of the transaction, the offer of something More or Extra may be received in a number of ways, positive or negative.

Positive Negative
YES! love Fries NO! hate fries
YES, forgot to order Fries NO! cutting calories
YES, hungry NO! don’t want to spend any more $
YES, good deal

From the vendor side of the transaction, the Upsell offer may accomplish several things, mostly positive.

Positive

— Increase the sales value of the transaction

— Enhance the guest experience, increasing the perceived value to the guest

— Inventory management – presells provide valuable information on what items eg. meals, snacks, collectibles will be needed on hand.

Negative

— Some Guests may be annoyed by the upsell offer but the chances of that are small – as long as you don’t overdo it and hit them with multiple offers at once, adding unnecessary friction to the checkout process.

Crafted thoughtfully, Upsell Offers can enrich both sides of the equation by increasing Sales Revenue and adding value to the Guest Experience.