A short conversational YouTube clip (uploaded by Mike Andes on Nov 8, 2024) in which multiple speakers discuss service processes and sales techniques. Speakers A and C share an anecdote about removing vacuuming from a service package and why that failed; Mike Andes defines upselling (moving a customer to a higher-tier model/service) and cross-selling (offering complementary products/services, e.g., extended warranty or oil changes).
I'm not saying that what you're saying is incorrect or wouldn't work, but I have tried in the past to remove some of the parts of our process. Like, the first thing we do is vacuum, because most home vacuums suck. They don't suck or they don't suck? Yes.
That's funny.
I'll say it on the phone all the time. Well, actually, they don't suck. So we did no vacuum. And it was a nightmare.
It's like a core. It's probably like a core service, right? It's like, for us, it's like, I can't say I'm mowing your grass without cutting the grass, but really, it's like we edge. We blow off the walkways. We are going to trim around the edges. We're going to usually kind of pull the weeds around the perimeter of the bed. Like, there's all these other things we're actually doing.
Think of upselling as upgrading the customer to the next model or the better version of the product or service. Think of cross selling as what you might say to the customer. Hey, you might also like this other thing. So if I'm going to sell a better version of a F150, that would be upselling. But if I'm going to sell oil changes for life, a extended warranty, or a better sound system, that would be cross selling.
