Related terms

• Growth hacking
• Remarketing
• Up selling

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Cross selling

Cross-selling is a sales tactic that involves offering a customer the purchase of a complementary or related product in some way to the one they have already acquired. This cross-selling can occur at the time of purchase or subsequently through specific campaigns.

How to do cross-selling?

The most obvious moment for cross-selling is during the checkout process, either at the cash register in a physical store or at the final step of an online purchase. This is when you can offer the customer a related item they may not have seen. The cashier may suggest an accessory, or on a website, images of products frequently purchased together may appear.

If you want to engage in cross-selling after a few days from the initial purchase, it is essential to have customer records (such as a CRM or similar) that allow you to select customers based on the product they have bought. This way, you can offer them the accessory that best fits their purchase, rather than a generic one-size-fits-all offer (which would yield lower results).

Email marketing is a channel for proposing new products or services that may have gone unnoticed by the customer but are potentially of interest. You can plan campaigns with a fixed frequency, such as once a month, to send reminders to customers who made purchases in the last 30 days.

Examples of cross-selling

Each industry has its own examples of cross-selling. Here are some examples that can serve as inspiration for your business:

Each product can have several cross-selling options, depending on the available stock and the business needs at any given time. Therefore, it is crucial to base the proposal on data to increase the chances of success. This way, customers will perceive more value and not see the offer as purely commercial, which can be the case if it's too generic.

An example of negative cross-selling would be if, at the checkout, customers are simply informed about an unrelated offer that has nothing to do with their previous purchase. While this approach may work in some cases (lotteries or impulse buys), it can also come across as too aggressive for other customers.