Unlock Hidden Revenue: Upselling and Cross-selling Secrets Revealed

Hello and welcome to the show. There will be some interruptions in the background today because I'm out and about as usual. Today on the show, I'd like us to look at upselling and cross selling as a way of increasing average order value. Now I know for some of you listening to the show for the first time, you're wondering what does all this jargon mean? Now let me repeat the order to look at upselling and cross selling as a wealth increasing average order value.

So don't worry, I will explain what the terms mean. And even though this sounds very highfalutin and technical and complicated, I can assure you that the real meaning of these things and the application of these things are very, very simple and you don't have to run away whenever you hear big terms like this. Now, before we continue shout outs, I'd like to shout out Lovex. He discovered the podcast, OK, I don't know when he discovered the podcast, but he left a comment on Spotify.

That was last week, a couple of days ago. And he said he really loves the podcast. And then he put a caveat there because I think last week, you know, I went on this rant about how those of you who are in technical spaces, you know, front end, the back end developer UICX, you know, this is this that that that about how you guys need to watch all the technical terms that you put there, because there are terms that we normal people, lay people who actually need your services do not understand.

So he gave me a different perspective, saying that when people go on LinkedIn and put front end, back end developer, full stack, this, this, this UICXAWS is that, you know, all those technical stuff that what they're doing really is they're trying to position their brand for employers. And so if you put it that way, OK, yeah, then it makes sense. I understand why you guys do that, but you need to find a some sort of compromise so that ordinary average everyday people like us also know what it is that you do.

Because the first time I ran into someone who was a full stack front end back end developer, Coda, UIUX, this that that, that, you know, all that fancy stuff. The first time I had a simple conversation, I had no idea that what you guys do or stuff that regular people like me and Mumsy and wifey and my brother and, you know, my friends actually need. For instance, my mom just set up an NGO and it's about girl education.

And the focus is on trying to get girls educated between the ages of 12 and something I can't remember. The focus is the middle belt. And of course, you know, she won the website to promote, excuse me, a website to promote the charity's activities. Now, ordinarily, if somebody in my family came to me to come and say that, oh, this is what I'm working on, what I would think is OK, let me go and meet a graphics designer.

Because as far as I know, the only people I know who make websites are graphics designers, you know. So how am I supposed to know that when you put on your website full front end, back end, full stack, you know, back stack, Omni stack, developer, UICX, something some, how am I supposed to know that you can make websites? You know, I have no idea. But yes, I do take what Lovex said that these people are positioning themselves primarily for employers, OK.

And in that sense, that way it makes sense because an employer will understand what a full stack, Omni stack, front end, back end developer, AWSUIUX, you know, an employer would understand those things. So I guess, yeah. So I guess that's it. But anyway, bottom line is honestly, shout out to Lovex. Thank you very much for contributing to the conversation and thank you for trying to clarify and help me understand some things better because nobody's a repository of knowledge.

Nobody knows everything. So if there's something I've said on the podcast and you don't think The thing is adding up, you know, quite makes sense, you know, feel free. Hit me up on WhatsApp. The number is 08064662140, country code +234. Hit me up on LinkedIn. The name is Tavish Shima Aidi. I also have a YouTube channel. If you comment on YouTube, I'm going to see, I'm going to respond. So you let me know what's up. I'll come over here on the show.

And you know, I'm not too proud. Yeah, I'm a proud guy, but I'm not too proud. I'll take dressing and I'll say that you know what? This thing that I said last time, somebody has sent me a message. It has learned some some perspective to the matter and then I'll share what it is. So love X, thank you very much for listening to the podcast and for commenting. And please Love X share the podcast with other people who you think are going to derive value from it.

Now today, like I said, what we're going to do is we're going to look at is upselling and cross selling as a way of increasing average order value. So plenty of big terms. So let's define what those terms mean. I remember those of you listening to the show right now. Whenever I define things over here on the podcast, I'm just trying to define it in a very simple everyday, everyday man, common man, common woman will understand.

So these definitions are not technically precise. So every time you hear average order value on this podcast, it just means how much a person spends with you when they enter into your store or when they interact with you. So every time you hear average order value, it just means how much is this person spending over time? How much does this person spend? So if somebody comes today or Monday, they spend 10 naira, on Tuesday they spend 15 naira, on Wednesday they spend 11 naira.

You know, average order value will be, I don't know, maybe like 10 bucks, 10 naira, 11 naira. So that is what average order value means. How much does a person spend with you when they enter into the store? Now, why should we be disturbing ourselves about all these sorts of things? Average auto value, I mean, business is hard enough as it is. We now want to start looking at technical terms like average auto value. Now the reason why this is important is because when it comes to growing your business,

the primary things we can do to grow the business. I mean, of course there are other things you can do, you know, strategic things like enter a new market, you know, go after a new customer cohort or reduce expenses. That is 1. Now, lots of business owners like to do a lot. They like to reduce expenses, reduce expenses. So, you know, cut salary, cut salary, don't run the generator too much, don't use AC too much and all those sorts of things.

So yes, all those things are there, But the primary levels for business growth, the primary things that we can move up and down for business growth and that are like people to focus on is, number one, get new customers. If you get new customers, you're going to get more cash into the business. It's not simple #2 get old customers to keep buying from you over and over again. So in other words, the person I bought from you in January, try and see how they can come and buy from you again in March,

maybe in July, August, maybe in December. But let's keep them coming back. Because the more that old customers come back, the more money we get into the business #3 get old customers to bring you referrals or to bring you new customers. So the person I bought in January and then he came again in March, if he brings his wife in December, you know, it's not bad. And then if wifey in in December now brings her best friend next year February, you know, it's all good because at least all customers are bringing new people and they're spending more money with us.

You can see that more money is entering our coffers and the business is growing. Then the final way #4 is to get all these classes of people, whether they're old, whether they're new, whether they're referral, you know, get all the classes of people to spend more money with you over time. And that is what average order value means. So if somebody comes and spends money with you in January, the goal is to make sure that the person comes back three or four times during the whole year.

You know, that's where you know the sweet money is going to come from. But you also want to make sure that the person is spending within a certain range. So the person comes and spends 300K in January, but then in March they only spend 50K and then in December they only spend 10K. And then maybe next year, generally they only spend, I don't know, 75 K. You can see it's up, down, up, down, up, down. So the goal is to try and see how this person that spends 300K

in December to try and see how we can get him spending roughly the amount, you know, sometimes spending more, of course, in a valuable way, in a way that is valuable for for the customer. And that is when we're going to start seeing the sweet returns on the business. So remember, when it comes to business growth, for me, the things I'm partial too, because there are other kinds of strategies, The things I'm partial too is number one, let's get new customers.

If you get new customers, you make more money #2 the old customers you have, look for ways to keep them buying from you over and over again #3 get those old customers to bring you referrals or new business. And #4 everybody who is entering your store shut, get them to spend more money with you over time. And that is where average order value comes in. We're now looking at how much the person spend, because if every time somebody enters our store they're spending 15K15K15K, it's a lot better than if they come and spend 15K

today, 2K tomorrow, 1/5 next tomorrow. You know, So that's the whole idea, average order value. Now let's look at the real case, a real case scenario, real world scenario. Now one of my current clients owns a retail store in Binion and they sell computers, they sell gaming technology, digital technology, tech accessories, you know, all that kind of good stuff. You know, the thing that we young boys like to buy, you know, today you buy phone,

tomorrow you buy laptop, next tomorrow you're buying tablets, you know, stuff like that. So you know, we young boys like to flex. So if somebody walks into the store and then buys a charging cable, that's normal charging cable for your phone for 2K and then the person leaves and never comes back, then that is all you will ever make on that customer. Just 2000 naira. Now think about it, why go through all this stress of opening your store only so that somebody will come and buy a 2000 naira cable and then the person never comes back.

I mean, what kind of life is that? What kind of business is that? So remember what I said, we're trying to get new customers or get all customers to come back and buy ever over and over again, or get all customers to bring referrals or get these people to spend more money over time. So when this person walks into the store, oh sorry, I just remembered I didn't define upselling and then cross selling. Now, a simple definition of upselling and cross selling just means when people enter your store, when they enter your shop, when they pick up the phone, when they get in contact with you, just give them helpful options.

That is all upselling and cross selling is somebody comes into your shop, they want to buy charging cable 2000 answer some questions, get to know them, give them helpful options. Remember I said helpful options. We're not trying to sell stuff for the sake of selling stuff. We're trying to figure out who they are, what their circumstances are, what they're trying to do. Are there any helpful options that we can offer them and then get into the habit of giving people helpful options?

Because the more helpful options you give, the more people are going to buy. So that is what upselling and cross selling means. It just means give people helpful options. Although some of you would say technically speaking, technically speaking, I'm not correct. Yes, at the end of the episode, I'll tell you what the technically correct definition of upselling is and the cross selling is. But for now, anytime you hear upselling or cross selling, it just means this person that is talking to me, how many helpful and valuable options can I give him?

How many valuable options can I give her? Whenever you're interacting with them. And the key point is this, you want to make sure that the items that you're offering are valuable and helpful to them. So it is not about what you you want to sell like, OK, I have excess inventory in store maybe. OK, well, we're talking about digital antique accessories. We have too many power banks in store. Therefore anybody that comes,

let me try and sell them power back. No, no, no, that's not how it works. We're trying to figure out what is valuable to them and what is helpful to them. And that is what we recommend and the more helpful options we recommend, the chances we have, the more chances we have for increasing the average order value, for increasing the amount of money that they spend with us. Now we also again get into the habit of making sure that they come back into the store over and over again.

You will see that it's a very simple way to grow your business without having to spend money on marketing, spend money on advertising, spend money on this, spend money on that. This is just one of the simplest levels you can pull to grow your business. So back to the example. Now somebody has entered the store. What we sell is digital accessories, mobile phone, laptop, games, this, this, this, that, that, that, you know, all those sorts of things,

headphones, Bluetooth. So somebody comes and says he wants to buy a cable, 2000 era. He carries the cable, he drops it on the table perhaps. So this is what I'm buying. So you know, option one, this is what you can do and this is what people do in the UK. So option one, now you pick the cable as you're scanning, you now say, oh, anything else and the person might say, oh, OK, let me just take this TomTom or let me take this or let me take that.

Now bottom line, is this anything else technique? You can see that it can work. We can help you grow your business. Because when you ask anything else, even if the person picks something that is worth 5 naira, you know it's better than nothing. Because if every time you ask anything else, somebody picks something that is worth 5 naira and you ask anything else, let's say 100 times in a in a week or in a day, that's an extra 5.

Abby, it's a 500. And you get my point shop. There's a value to these things. So anything else. But that's just the basic technique that everybody does. But you know, we want our basic, so we have to go beyond anything else. Let's try and do something a little bit more advanced. So number option #2 as you're scanning the cable now or as you're packaging the cable, you can enter into a conversation with the person. Now, remember what we've been talking about over here on the podcast.

If this is your first time listening to the podcast, there's something I keep talking about. Qualification and discovery. They sound like big terms, but this is just what it means that when somebody's in front of you, they're trying to buy something, You're trying to sell something. Engage the person in conversation. Selling is all about conversations. Engage person in conversation, try and figure out who are they? What are they about, What's the problem, What's the problem they're trying to solve?

Try and figure out what's going on. The reason why we do this is because it affects the quality of the presentation that we can make. If I know who the person is, the problem they're trying to solve, I know the kind of things that I can offer, the kind of suggestions I can make, the kind of options that I can present. So that's the reason why all these things are important. So now in this case, as you are packaging the cable now you say,

oh, by the way, what happened to your old, your old cable? That's, that's an option. What happened to your old cable? This is qualification and discovery. Trying to learn more about the person, trying to learn more about their difficulty that they're trying to solve. This will give me knowledge that I need to make helpful recommendations. The person can respond, man, the thing was just twisting and he was cutting. In fact, you think they will shocked You think they will shock me one day while I was trying to charge the phone?

You say anything shocked you? Wow. So yes, I'm telling you, OK, I was I was shocked. I didn't even know that this kind of thing can happen. You know, from now, from here now you'll be able to slide into a give a helpful option. You now tell the person, have you thought of trying out this twist resistance cables? They only cost 1000 naira more and some of them can last up to three years. And then the person will respond twist resistance cable.

I mean, which one? Like what is that? Now, the reason why I know this is an option is because this is something that actually happened to me before. I use my charger until the wires were frayed. And so one day I plugged in the thing, the thing now the pop, the thing now sparked like that, say, OK, no, it's time to go and get a new charger. And so when I went into the store and, you know, the person asked me what happened.

I told the person what happened to my cable. He said no, OK, I don't buy this one. If you buy this one, the thing will twist again. You know, when you put it in your bag, the thing will twist and twist and twisting will cut by. This one is twist resistance. I said twist resistance. How so this one out there is flat. I said is this in strong? Because that was the first time I saw a cable that was flat. It was new to me.

I'd never seen them before. He said this one is strong now that look at it now. There's no harder. This one can twist even if you take it and you tight it because he took it, he tied it in a bow and then stretched it and then loosened it again. I was like OK, And that is how I discovered that there are these things that are twist resistant cables. So in this case you can see now how you're given a helpful option. Somebody came in to buy charger 2K.

If you just said OK, thank you, you wrapped up the thing and gave it to him and the person left, that's all you got 2K. But if you ask the question what happened to your old charger and the person had these sorts of problems that me personally I had and that's why I can give this example. You'll now be able to upsell the person into another option that look instead of buying this ordinary charger for 2K and then in a few months you'll be back here buy this twist resistant cable.

This one costs 3K. The difference is just one thousand. You're a bigger boy is not a problem. It's just 1000 and some of these ones they last up to three years. In fact, me, my own, I've been using it for the last five years. See the cable here nothing is happening. See, I'm charging my phone. So now you see that is upselling. The person came. The goal was to spend only 2000. You've now gotten the person to spend how much 3K So persons like so this is 3K and you say yeah, sure, no problem.

So that's how the one I wanted to buy 2K you put it down you now pick up the one that is 3K and as you're packaging the thing, you continue the conversation. So what do you use your phone for? Is it gaming or business and guys like games or I play games 247. Then as the store attendant, you can now say, if it's like that, you should be adding power back now so that you can continue to play now, because I'm sure that your phone battery is dying all the time.

And the person will ask how much. And then you tell the person, OK, we have different brands. We have Oramo, we have these, we have Itel, we have blah, blah, blah. Anything between 25K and 32K. Now, of course, since the guy's in Nigeria and the guy would like Bros, the guy would laugh. I say I beg, that's too expensive. And then as a store attendant, you can say, yeah, so that's true. Times are tough in this tenable economy.

But you know what, instead of buying power bank, maybe what you do is you just buy a high speed charger. The high speed charger cost 4500. And the thing with the high speed charger is you can get a quick charge in like 5 minutes. At least your phone can charge up to 30%. It's like really? Which one is high speed charger? You say, oh, look at this one now this Itel something something is is 1500 AM. It's in all those technical blah blah blah blah, blah, blah blah.

But of course, remember when you're describing this thing, you stick to benefits and the benefit is that if you charge for 5 minutes, you can get your phone up to 30% or something like that. Oh, by the way, the reason why I know is because somebody has used this technique on me before. The person was like, I see if your phone is dying a lot. I was like, yeah, it is because I use my phone for work. I do everything on my phone.

It's not just the podcast recording that I'm doing, you know, everything e-mail from my phone, everything I do, everything from my phone basically. So my phone is like my workhorse. And so that is how I got into this whole thing of using high speed chargers. So all these things that I'm saying, some of you might think I'm just making stuff up. I'm not making stuff up. I have been on the receiving end of these sorts of conversations.

That is why I know that they are possible. By the way, you see, this is the reason why I say that lots of people are doing good selling techniques. They just don't know that they're doing it. So these store attendants that sold me on these things, the cable that is twist resistant and the high speed charger, if you ask them, they can't tell you theoretically or strategically that what they're doing is upselling and cross selling.

They just know that OK Augusta, I should do it like this and they are doing it. So you see how I say that? You know what's that passage? My people suffer for want of knowledge, for lack of knowledge. Some of you are not able to grow your businesses and grow your income because you don't know the simple things. The next step, the tactics, the frameworks, selling frameworks, selling philosophies, selling systems. And that is why I say that look,

that this is the one-on-one that everybody needs to learn to move their business forward. There are other things you need to learn, you know, cash flow management, what else? People management, team building, you know, all those other things. But all these small, small things selling, this is the one-on-one that we all need to learn now. So anyway, back to the example now. So you tell the guy that you're sorting the economy, blah, blah,

blah. You know, instead of power bank for 25 K, just try this high speed charger for you know, it's four or five. You get a quick charge 3030% in 5 minutes. It's a high speed charger. I really say yes. Now I'm telling you me the brand that I use is blah, blah, blah. By the way, you know, this sort of, is it a testimonial? Not really a testimonial show. OK, let me look at this. This sort of you give your own testimony when you sell these sorts of things, you know, it helps, it makes you more relatable.

You know, it shows that the stuff that you're selling is stuff that you actually use. And that's how you can give intelligent opinions on these sorts of things. So you say, yes, now this is the brand I use. This is the XYZ something something because me, I have inverter in the house. I don't need to use my power bank. I don't use my power bank. So I just make sure that I have this high speed charger. So before I leave the house, I

have my phone on full charge before I leave. And the customer, I said, OK, no problem. I had the charger ahead. So everything now is 7 five. And then you say yes, because remember the guy came in, he wanted to spend 2K on a charger. You up sold him, he bought the twist resistant cable for 3K. Then now you now sold him on a high speed charger. That one is cross selling. I'll explain the difference later. Up selling, cross selling.

So you now got him the high speed charger for 4-5. So now he came in, I wanted to spend 2K. He is now going to spend 75. But by the way, can you hear that the recommendations that you are making in this case are things that are valuable to the person? Sometimes some of you own a shop and then you tell your store man, your store woman, your store girl, your shop girl, your shop boy. You tell them that, look, we have too many chargers in the shop.

We need to sell all these chargers. Anybody that comes here recommend charger to the person. No, no, no, that's not how it works. It's not about what is the excess inventory that you have, It's about what are people most likely to find valuable. The only way you find what is valuable is if you engage them in a conversation. Remember, technical term in sales is qualification and discovery. It just means ask, converse, ask questions, have a cover,

engaging conversation with the person about them, about their personal, personal history, what they use, what they don't use, what's the problem, what have they tried, how they try and overcome it. That is what is going to determine what it is that you can recommend for them to buy or not to buy. So back to the example. The person came in one of the spent 2K. We have now gotten the person to 7005 as a packaging, the whole thing.

Now you can also ask, oh by the way, what phone do you use? And the person of course, will be proud because those of us who like our tech were very, very proud. That's the reason why all of you have been listening to this podcast. You know that I'm using a Xiaomi 13C because I'm proud of that phone. It's a solid, solid, solid phone. And to be honest, if you had asked me three years ago, should you buy China phone, I would have said China phone.

Like for what? Why buy yourself a real phone? Why buy Samsung? Why buy an iPhone? But now that I've tried this Jiaomi 13 C, I'm like, man, these Chinese boys, they know what's up. These Chinese people, they know what's up. Like their phones are correct. Their phones are typed, picture quality is good, audio quality is good, battery is correct, screen is sharp. The phone looks sexy because you know, the phone has to match my,

you know, I can't be sexy and then my phone now not be sexy. So the phone as in everything blends out. So where was I? I was boasting about my phone. So I forgive me. So you know, as the person, by the way, what phone do you use? And then the person will be proud of my person. Oh, I use a Samsung ABC as a store attendant. You now say a nice one, correct phone. Bob Ross, did you know that Samsung ABC Pro Max is coming out in December?

You say really? I'm telling you now look at it here. You just slide the what you call the flyer or the something you point to it. You say, you know that we do trade in here. So if you want in December, you can bring in this old phone, Samsung ABC and then we'll do a trading in store for you so that you can walk out of here with the ABC Pro Max. You say really you will do that? So yes, now Bros, we've been doing it for a while.

We've been doing a study. The guy will say, OK, how much? Then the store attendant, you can reply, OK, you know, I can't give you a price because my manager has to look at it first or Chukudi, who is our tech person has to look at it first. So that ones I'll now tell you how much you can go for. But since I started working in this shop last year, I've seen some people get 15K off and I've seen some people get as high as 120 K of the cost of a new phone.

Then of course, the customer would say, let me think about it, because realistically speaking, the guy came here and he wanted to buy a 2000 naira cable. So let's be realistic. You know, you can't go from, you can't sell somebody from 2000 to now go and spend like, I don't know, 800K or something like that. So of course you would say, think about it. And it's the point where as a store attendant, you would say, OK, sure, no problem, boss, can I have your phone number so that as soon as the Samsung ABC Pro Max is in store, I'll call you.

You know, we'll have some dummies over here. Just come and test it now. Just download your game. Just test it now. See how the thing handles the customer. So yeah, sure, the phone number is 080 XYZ. So I'm hoping you guys get get beginning to get a sense of how the thing works. And I hope you guys get a sense of why I keep saying over and over and over again that sales is a conversation, which is why I get very mad at you people who keep sending out WhatsApp messages, blasting WhatsApp messages.

And you don't realize that the whole point of sending out these WhatsApp messages is to try and get people into a conversation with us. Then in the conversation, we will sell something. But you guys think you'll blast out a WhatsApp message, Then the WhatsApp message itself will do the selling, and then you become rich. How selling is a conversation? Engage in conversations. Whether it's an e-mail or a WhatsApp message or whatever it is you're doing, the goal is to engage someone in a conversation.

You cannot do qualification and discovery. Learn about the person, learn about their problems, learn about what they're trying to achieve until you engage in a conversation. When you engage, you will now know what the person is suffering or what the person wants to enjoy. That will determine what it is that you can sell. So in this case we're talking to the person power Bank of 45 K OK too much. But at least we know that if we sell them the Super fast charger of 4-5, it will still solve their problems to make their life better.

So selling is a conversation now. Summary of what I'm trying to say when we talk about upselling and cross selling and increasing average order value instead of getting a 2000 naira order. In this case, if you have good sales practice, it is possible that somebody can walk into your shop or somebody can ping you on Instagram. The person only wanted to spend 2K, but it's possible that you can get the person to spend 75.

In this case also with the possibility that the person will come back into the store in December to come and look at the Samsung ABC Pro Max. By the way, that's not a real phone. I'm just making stuff up. You know, I don't know anything about phones, to be honest. The only phones I know are the phones that I use because even though I like tech, I'm not really techie. Like, you know, you tech guys who really, really love stuff,

where was I? So somebody wants to spend 2K when they enter your Instagram handle, when they slide into your DM. It's possible that you can get that person to spend 75 and also get the person to come back in December. But the trick is this, if you get good at this and you're getting people to increase, remember average order value, the number that they're spending with you, in time you will find out that just by engaging in conversations, some of you can get your business to grow 30

percent, 40%, maybe even 50% in 2025. And you didn't do anything else but just change the order of the conversations you're having. Some of you be able to grow your business. You're doing 1.5, you might be able to finish the year and do 2M not because you spent money on Instagram advertising or whatever, just because you learned how to have these simple conversations and you learned how to do qualification and discovery and you learned how to figure out what people need and then give more helpful options.

Simple thing and you can grow your business. This is the reason why I say that sales these conversations. This is the one O 1 of growing your business as you graduate from one O 1 to one O 2 to one O 3 to one O 4. No problem. You will now learn the other things, leadership, team management, inventory management, cash flow management, branding and merchandising. You will now learn the everything. But the primary school that we all need to go through right now is sales.

And then let me move on. So summary, instead of 2K, you can get the person to spend 7K5. We can get the person to come back. Now some of you will say, our boss, this thing you're talking about, this is fraudulent, this is criminal, this is unethical. If somebody wants to spend 2K, let us spend the 2K and go. I beg. OK, that's your point of view. Then sure, no problem. Stop listening to this podcast now. Look for another podcast to listen to.

There's nobody staying here and hear me say things every day that you think are fraudulent or unethical. But by the way, let me answer the question. No, it's not fraudulent. No, it's not unethical. I know this because I was doing some work for someone based in Lagos who are selling really expensive high end equipment and it's one of their sales people who thought that this thing was unethical. As far as she was concerned, the person came in.

All the person said was they want to buy the setup. This setup costs 3.5. This is all I want to sell them. Like look, this is expensive technical high end equipment. This person is an average guy, how is he supposed to know that the 3.5 million naira setup is what is adequate for him? If in your own professional opinion you know that this is what the person is trying to achieve, the 3.5 setup is not going to work. You owe it up to the client to tell him that.

Look Auger, based on the power requirements of your house and based on what we have discussed, you are better off budgeting and planning for the 5.55 point 5 million inverter. Now at the end of the day you will force the person. If the person says 3.5 is all I have and no problem the person will go ahead and buy the 3.5. But at least as a professional you mentioned your own that look gross based on the things that we've discussed too.

I know you say 3.5 is all you have, but honestly what you want to achieve is like this 5.5 setup is what is going to cut it. And then you now start discussing business financing and stuff like that because you know, inverters and any that particular company, they had financial options and things like that. So please, all of these things is not fraudulent and unethical. We're trying to be helpful to the customer. We're trying to be valuable to the customer based on the gist that they have given us.

So it's not about you don't just keep quiet and then start making decisions for someone. Engage the person in conversation, figure out who they are, figure out what's going on. You will now know what helpful options to offer. Remember I said when we're talking about upselling and cross selling, it's just about giving helpful options, full stop. But yes, I will define the, the, the terms technically the correct definition when we finish this episode.

So no, it's not fraudulent. No, it's not unethical. You're being very helpful because if you look at this example, I remember these are things that happened to me. So the options that you're preventing presenting are things that are valuable from the customer's own point of view. So for me, it was more valuable for me to buy the twist resistant cable. And since then I have not gone back. I only buy twist resistant cables.

I will use the cable that comes in the form pack. But once that one twist and cuts and packs up I go and I buy A twist resistant cable because my my eyes have seen and I have perceived. Now my eyes are open and I'll use twisters and turn cables. It was helpful to me. It's the same thing with high speed chargers. At first I was skeptical, but mine eyes have seen and I have perceived with the glory and I know that this thing works.

So something that is helpful and valuable from the customer's own perspective. So this is not fraudulent. This is not unethical, but if you think this is fraudulent and unethical, then please unsubscribe from the show right now and give yourself less stress for this particular salesperson. You know, unfortunately, we're unable to make progress. The other people on the team are able to make progress. But she didn't quite like my methods.

And you know, I still extended an arm of friendship and, you know, today me, I had all flow. And I guess, you know, it's one of these things, maybe she thinks I'm high pressure and I'm trying to teach people how to scam people. Now it is not about scamming people, it's about being helpful here from their point of view. But the math and the rationale behind up selling and cross selling is very simple. If you have 5 customers, they come in every day and they spend 2K on average.

That means you're making 10K per day. That means you're getting 200,000 naira per month. But using these techniques now, qualification and discovery, who are they? What's the problem? What are they trying to achieve? How can you help them give more options? They might be able to spend 3K per day. If they spend 3K, sorry, 3K on average and it's 10 people, that is 30K per day. You can now see that you do these simple things.

That's the difference between you making 200,000 naira per month and making 300,000 naira per month. And all you did was get better at engaging in conversation, unearthing customer preferences or nothing, their motives, trying to figure out their concerns, and getting better at offering different options. That is all you did. Some of you might think. I bet that's not much. But if you consider the annual, that's the difference between making 2.4 M in a year and making 3.6 M in a year.

Yes, those amounts are small, but just roll with me here. These simple conversational tactics are the difference between making 2.4 million in a year and making 3.6 million in a year. So maybe we say 100K every month. That's no money. Yes, but The thing is at the end of the year, 100 KA month is 1.2 M, 1.2 M that you would not have made if you were not good at doing these things. Engaging in conversation on their thing, trying to figure out the customer preference,

kind of figure out their motives, trying to figure out who they are, trying to figure out what they need, trying to figure out the problem, trying to figure out the vision. Getting better, offering different versions, judge your mouth open and close your mouth. And then at the end of the year, there's 1.2 that wasn't there before. So my challenge to you listening to the show, especially those of you who have stayed on till the end, is have a conversation with your sales team.

Let's say you list like this, my client, you have a shop, you're selling accessories. Have a conversation with the sales team, talk to your business partner or talk to your spouse. If you're a solo person like I am, do some introspection. Talk to yourself. I'm trying to figure out how to give helpful options to your customers because it makes a very, very, very, very big difference. Now, for those of you who are wondering the technically correct definition of upselling and cross selling, this is definition.

Upselling just means you got somebody to buy a much more expensive version. Cross selling means you sold something else that helps the person get more value out of what they bought. So in this case, up selling was the person wanted to buy a charger that was 2K. You got them to buy a charger that was 3K that is up selling, a much more expensive version. But remember, it should always be based on the value that the customer is going to derive.

So in this case, if they buy the 2000 IR cable, they'll be back here in four or five months. In fact, maybe even shorter because if they have children like me, you know, you tell your children, don't touch this cable, but then you go, you're brushing your teeth, you're having a bath, you're taking a poop. You know they're playing with your cable. And then before you know it, three weeks your cable is cutting in. But then you buy a the you're able to get them to spend and buy A twist resent cable.

It's value for them. It's going to last longer. You can go and sleep. Your children can be using your cable as a cutter port and all what not, you know, but you wake up, your cable is still there. You charge your phone and then you go. So that is up selling. Get them to buy something much more expensive. Upsetting. Cross selling is you get them to buy something else that helps them derive more value from their purchase.

So in this case they buy a high speed charger. High speed charger plus the cable makes the phone charge faster so that it'll driving more value. So technically speaking that is the difference between upselling and cross selling. Upselling means get them to buy the much more expensive version. Cross selling means get them to buy something else that will make what it is that they're buying work harder. So if I go into a shop and I

want to buy Mercedes-Benz SLK, if the person is a smooth talk and the person gets me to buying to leave their buying in Maybach, that is upselling because I came here, I wanted to buy Benz SLK and then they got me to buy in Maybach. For those of you who've been listening to this show and you want my progress, I want you guys to see a big Amen so that tavish human can drive in Maybach. I can't keep driving Toyota, so pray for me that my ministry will move.

So I hope I have a name in there. So that is up selling cross selling is now buying some extra things that will now help, you know, derive more value. So let's see. OK, let's say now I agree. I'm buying the Maybach and the Maybach has handles. This sweet Maybach I saw on I can't remember the channel, but the kind nothing was sweet at the back in the owner's corner, you just push 1 button and then there's a this thing that comes up from the armrest where you can put an iPad.

So you can now be like working. So the driver is driving you, you know, like maybe you're driving on on driving in VI. You know, you're stuck in traffic. You just simply press that thing probe the thing will now slide up. You put your iPad there and then you start working. You know you can be doing Zoom meeting, doing business meeting, you're inside your. Very chilled AC, tight tinted glasses, you know, correct mailbag, you're certified big boy or big girl.

So let's say I buy that mailbag now and then the person is like, oh, you know about this feature and then you tap that thing, the thing now slides up. I'm like correct nice one. So you can put your iPad here. So I don't have an iPad, so that's not a problem. We sell iPads here. We have them different ranges from this to this to that to that. And let's say I now buy an iPad and join that is another example of how the person has increased the average order value.

I came there and I said I want to buy Ben's SLK. The person we have a conversation, he's able to get me to go from Ben's SLK to now buy in Maybach. Then that is upselling from Maybach. Now there's a space for you can put that iPad. But me, I don't have a an iPad. So in order to get more value out of the Maybach, when I'm driving in owners corner, they now get me to buy an iPad and I add to that. So average order value increased.

But either way, you can see that it's not fraudulent, it's not unethical, it's coming at things from the customers perspective and what is that they really want, what they really need, what they can afford and what they get value from. So have a conversation with your sales team, talk to your business partner, talk to your wife, talk to your husband, talk to yourself, figure out how to give helpful options. Listen to this podcast episode again and again, you know, make a couple of notes.

And then tomorrow morning, 8:00 AM, nine AM, 10:00 AM, see how you can put these things in practice in your business. If you're having problems with it or you think what I'm saying is a lot of crap, you know, reach out to me. The phone number is 08064662140. The country code is +234. That's my WhatsApp number. Then connect with me on LinkedIn. The name to look for is Tavishima Aede. I have a YouTube channel. It's the same name, Tavishima Aede.

If you'd love to connect with me for a strategy session, a business audit, or you have questions you want me to answer, I've given the contact details. I'd love to hear from you guys, just like I heard from Lovex. So thank you very much for your time and attention today. I'll catch you guys at the next episode.