TYPES OF SELLING



UPSELLING

Upselling is a category wherein you encourage your cx to make their original purchase better. For, BBW, it could mean offering a larger size for a product or offering multiple quantities of an item.


SAMPLE SCRIPT:

follow the BTSB

***Compliment
*** Analyzed needs
*** Provide Features
*** Assume that Cx would like to place and order

ex. 

Ms. smith I can see here that you have a fantastic choice!
Actually a lot of our cx are also purchasing this Aromatherapy product. aside from having a long burning time. It also feels like you are pampering yourselves at the spa. Would you like to add more of this item to your shopping cart?




CROSS-CATEGORY SELLING

Cross-Category Selling on the other hand is offering a different product that compliments the original purchase. 
e.i offering a home fragrance when your customer buys a body care product, etc.



INTRODUCING OTHER FRAGRANCES

Introducing other fragrances mean offering a new scent based on the fragrances categories your cx prefers. this can be useful esp. when we nee to replace an out-of-stocks items




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SELLING AT BBW


WHEN DO WE MAKE THAT RECOMMENDATION?

*Completing the set
*Accessories and refills
*On going Promotions
*Offering alternate products for out-of-stock items



STEP BY STEP PROCESS TO BUILD A SHOPPING BAG
Step 1: Compliment your cx selections
(ex, after verification, if cx mentioned a specific product)

TIPS:
immediately after verification
if cx order multiple items of particular scents
combine compliments with empathy to build rapport
can also be a good way to demonstrate product knowledge
be genuine and enthusiastic.


Step 2: Analyzed their needs by asking relevant questions
(Asking relevant Questions to analyze needs)


Step 3: 

Step 3.1: Don't lose your customer-Save that order!

*show empathy
*suggest alternative
*maximize tools and ask probing questions to analyze needs
*leverage the acquired information

Step 3.2 :Leveraging the BBW website to your advantage

Step 4: Close the sale

types of questions:

*how many of this product would you like to purchase w/ me today?
*What other products are you interested in buying today?
*What products would you like to purchase today?


ASK MORE OF OPEN ENDED QUESTIONS AND RATHER THAN CLOSED.


WHEN NOT TO RECOMMEND?

*Adverse and sensitive calls
*supervisor request
*the cx is very angry from the onset
*when there is no potential resolution
*when we provide a resolution for the cx but the cx is  not satisfied with it.
*even if the cx has had a negative experience or situation, if they are purchasing items or replacing them in a new order, please try to make a connected recommendation

BBW-CUSTOMER EMPATHY v2023
BBW-VOICE ETTIQUETTE v2023