Retail Selling Skills (Upselling & Cross-Selling)


In the consumer electronics industry especially at dealer shops and mass merchandisers, sales promoters can influence a customer to make the right decision, help change their negative perspective to a positive one and walk away a happy customer with every intention to visit the retailer again.

It is crucial that the sales promoters need to improve their skills in handling walk-in customers in order to adopt a more proactive approach towards engaging walk-in customer. This could be done by understanding and practice one of the key process in retail selling that is suggestive selling (upselling and cross-selling).

Suggestive selling is a sales technique that encourages staff to prompt customers to include additional items to their purchase. Upselling or Cross-selling are terms that are used interchangeably with suggestive selling. The aim of suggestive selling is to persuade customers to buy items that they hadn’t considered when entering the store.

Successful promoters always Cross and Up sell to increase sales and give the customer the best solution possible. The key to successful cross-selling and up-selling is to focus your efforts on meeting the customer’s needs, rather than simply pushing more products and services.


  • Understand the seven steps in retail selling process
  • Learn customer life cycle in retail environment
  • Identify the difference between cross selling and upselling
  • Understand the techniques of cross selling and up selling
  • Learn the importance of cross selling and upselling
  • Develop the necessary competencies for successful cross and up selling
  • Identify the most feasible time for cross and up selling
  • Discuss why cross selling and up selling fails
  • Highly engaging (methods that talk to the ‘head and heart’)
  • Interactive (mix of experience, discussion and practice)
  • Innovative (latest thinking & tools) and incorporating technology
  • Encourage participation (a ‘Socratic’ learning methodology applied) so that delegates take ownership of their own development and future behaviour.

Executives, Assistant Managers, Managers