Contrasting Cross-selling and Up-selling

Cross-selling involves asking a customer to purchase a related or complementary item with an item they have just ordered.  The following examples should help.

  • Would you like French fries with your burger?
  • Do you need a warranty?
  • Do you need a printer along with your new PC?
  • This belt or these shoes would look great with those slacks!

Up-selling occurs when one suggests a better or more expensive product.  Examples include offering

  • a larger size of French fries or shake
  • a faster computer
  • a golf membership with greater privileges.

These two sales terms are often interchanged with one another, and many on-line articles seem to suggest these strategies are exclusive to Internet sales.  But they’re not as they’ve been around for quite some time!