I made a purchase last week of something I planned on buying (a laptop) and an item I’ve sworn in the past I never would again (an extended warranty).
But the salesman I interacted with was so diligent and polite, I ended up saying “Yes” to the sworn off product…and felt pretty good about it.
The running joke in my house is that we know when we’ll have to replace major appliances. It’s going to be within 1 week and 6 months after whatever warranty we purchased ends.
I searched online and found a nearby store offering a sale on a laptop I was interested in. When I walked into that large electronics store to check it out, I saw five employees in shirts and ties standing in the computer area.
No one acknowledged me.
I began looking up and down the aisles to find the laptop I was interested in, and still, those guys were immersed in conversations with each other. A few seconds later, an employee walked over from another department.
When he asked if he could help me and I said, “Yes, you can”, I noticed a couple of the employees from the herd a few feet over begin to walk toward us. One said, “You got this one?”
I wondered if they learn in training to refer to customers as “this one.”
The gentleman who walked over to help me spoke in pretty broken English, and our communications were a bit choppy. But he was informed and helpful.
After I told him I’d take the laptop, he heartily suggested an extended warranty. Normally, I just glaze over and ignore the spiel.
But his demeanor and politeness got me actually discussing the cost vs benefits of an extended warranty.
And when he dug around for a minute or so to find a coupon to reduce the price of one (whether that was legitimate or a good show), the new price actually seemed like a fair deal.
I can’t honestly say that my overall opinion on extended warranties has changed. But in this instance, an engaged and helpful employee made his offer feel like a smart deal for me.
Cross-sales aren’t “made”. They’re earned.
We earn them by handling what a customer came to us for in an impressive manner and then respectfully asking folks to consider additional things.
Strive to earn your own cross-sales opportunities this week.