Conversion Workshop

Agenda

1. Objectives 2. Basic terminology 3. Control issues? 4. When to upsell? 5. How to upsell? 5. What to upsell? 6. Takeaways

building

By the end of this workshop you will be able to: - Recognize eligible scenarios to upsell - Quickly identify customers' needs/expectations about items - Properly match Coach products - Hit our Conversion Rate & UPT

Super sellers

WHAT CAN I CONTROL?

WHAT CAN'T I CONTROL?

What do we mean by?

UPSELLING

BUILDING RAPPORT

Breadcrumbs // Clues

LIFESTYLE QUESTIONS

Get your customer to add more items that are going to be useful for them or that they may like to their purchase.

Understand their lifestyle, trends and likes with small ice-breaking questions.

Questions that will help you understand the kind of customer you are working with

Pieces of information the customer gives you while they provide the issue information.

Upselling // Solving // Satisfying

i can't control

i can control

Customer's previous experience

Delivery time frames

Deliver value adherence

Customers' feelings acknowledgement

Items' availability

Hold time usage

Probing questions

Payment methods

Verbal communication

Product Knowledge

Items' price

Weather

WHEN AND HOW TO UPSELL

VERBALIZE

Offer Solutions

Use Persuasion Techniques

Overcome Objections

Be prepared to handle common objections (e.g., price, time, uncertainty) by having clear, confident responses and offering alternatives when needed.

Leverage persuasive techniques, such as highlighting limited-time offers, scarcity, or social proof (e.g., customer testimonials or success stories).

Focus on how the product solves the customer’s specific problem or improves their situation, rather than simply listing features

Talking to your customer will help you to better address their request and build an effectie ptich.

WHAT TO UPSELL?

Show enthusiasm! Take a deep breath and share what you came to say.

WHAT TO UPSELL?

Show enthusiasm! Take a deep breath and share what you came to say.