Cross-selling means offering the customer a complementary item in addition to what they are buying. The aim is to make the purchase more complete and the seller's sales larger.
Examples#
- When buying a phone: a case, a screen protector and a charger
- When buying a camera: a memory card and a bag
- When buying a laptop: a mouse and a mouse pad
- When ordering food: a drink or dessert
Why does it work?#
The customer is already in the middle of buying and in a purchasing frame of mind. When they see a suitable complement, they buy it more easily, because the separate thinking and searching is removed.
How to do it well#
- Be relevant: the suggestion must truly fit the main item.
- Be cheaper: the add-on should usually cost less than the main item.
- Be simple: it should be added to the cart with one click.
- Be few: a few precise suggestions beat ten crowded ones.
- Bundles: a bundle of the item and its add-on at a good price is attractive.
Where to show it#
The product page (under a heading such as "Frequently bought together"), the cart and the email after purchase.
Difference from upselling#
Cross-selling adds another item, while upselling offers the same item in a higher model. Both are used to raise the average order value.