Selling is much like serving.

It was time to buy a new automobile. As many of us have already experienced, the salesperson dances back and forth between their pricing and our offer. I enjoy observing the salesperson’s demeanor. Do they pay attention? Do they grasp my requirements? Or are they simply attempting to transfer a particular model?

It was the last few days of the month, which is the ideal time to buy because monthly quotas must be reached. While I was strolling around, the salesperson quickly greeted me in the parking lot.

I informed him about my fascination and my uncertainty over whether to buy a slightly used (pre-owned) or new automobile. He looked genuinely interested in my requirements and began to show me precisely what I desired.

He must be inexperienced; I reasoned, because he isn’t just concerned with his own purpose.

When I think back on that transaction, I consider if the salesperson sold me or serviced me, and I feel there is a significant difference. Because I believe that serving the consumer will result in a larger sale in the long term

Upselling vs. Up serving

According to Daniel Pink’s book To Sell is Human, upselling is a hateful word, yet up serving is the secret to success! What’s the distinction? Upselling is repeatedly encouraging customers to add extras or purchase products they do not particularly require. Upselling refers to the salesperson’s desire to sell more. Up serving is putting the consumer first and satisfying their needs and requirements.

Finally, the greatest strategy is to demonstrate to the consumer that you are there to help them. It is more about attending than speaking. It’s about probing them with essential inquiries that go deeper into their ultimate wants so you can build the best answer and perhaps save them a few bucks.

So, back to my new automobile purchase (an SUV purchase, to be precise). First and foremost, yes, I am pleased with the transaction. But did they upsell me or serve me? I’d say it was a mix of the two. Car dealerships are renowned for sitting you down after the transaction to discuss the additional coverage for the 120,000-mile insurance. Would you want the dent and ding package for $599, which ensures free repair of any dents and dings, including storm damage? Would you prefer the leather restoration package and so on?

Even though this was an upsell, the salesperson kept it simple by asking if there was any interest and, if not, moved on to the next query. When it was time for the financing representative to discuss some of the advantages of the 120,000-mile insurance above the regular 60,000, they were short and provided an added incentive that convinced me to agree, and yes, I was happy. Why? Because I thought I was getting good value, which improved my purchasing experience.

Upselling works only when the seller sincerely tries to upsell, as I was. They were direct and honest, giving me the impression that me and my needs (rather than theirs) were important.

Remember that your goal is to serve the next time you meet with a prospect, and you’ll never go wrong.

Happy selling!