One of the fundamental knowledge that a cashier must have is the ability to upsell and cross-sell. These sales techniques are essential to increase the store's average ticket and, consequently, increase revenue.
The upsell consists of offering the customer a similar product, but of greater value, than the one he is already purchasing. For example, if the customer is buying an entry-level cell phone, the cashier can offer a more advanced model, with more features and functionality, for a slightly higher price. This can be done subtly and politely without pressuring the customer to buy something they don't want.
The cross-sell, on the other hand, consists of offering the customer complementary products to what he is already purchasing. For example, if the customer is buying a cell phone, the cashier might offer a protective case, portable charger, or wireless headset. These complementary products can be strategically presented, highlighting the benefits they bring to the customer.
To perform these techniques efficiently, the cashier must have a good understanding of the store's products and customers' needs. He must be aware of the characteristics and advantages of each product, in order to be able to present them in a persuasive and convincing way. In addition, he must be prepared to answer customers' questions and objections, showing that he is committed to helping them make the best choice.
Another important aspect is the posture of the cashier. He must be friendly, attentive and helpful, creating a climate of trust and empathy with the customer. This helps reduce customer resistance to upsell and cross-sell techniques, making the shopping experience more enjoyable and satisfying.
In short, knowledge of upsell and cross-sell techniques is essential for a cashier who wants to contribute to the store's success. With the proper application of these techniques, it is possible to increase sales, improve customer satisfaction and strengthen the company's image in the market.
