The Library Upsell
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Transcript of The Library Upsell
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What is an upsell?
• Upselling: convincing the customer to purchase a more expensive version of the product, purchasing add-on products, or purchasing an upgrade.
• Cross-Selling: convincing the customer to purchase related products or services.
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Definition for this presentation
Library Upsell: The Library Upsell is suggesting additional materials for checkout based on current and past interactions with the patron, while also maintaining careful consideration to privacy.
Success of the Upsell:
Not based entirely on an increase in circulation; but also, on patron experience.
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• Be Positive
• Be casual and conversational
• Listen
• Adjust suggestions based on interactions
• Read body language
• Be honest/keep trust
• Know your product
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How can upselling be used in libraries?
• Create eye-catching mini-displays (Point of Sales); Know what is on them.
• Have relevant titles displayed before and during a program. (Mention these at the start of programs, not at the end.)
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Improve Customer Service
• Help them find related titles they were unaware existed
– Oh, did you know they made a sequel.
– This is inspired by a true story, we have the biography.
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Adjustments for Libraries
• Don’t overwhelm your patrons with too many suggestions, or keep the conversation going too long.
• Avoid upselling on private topics like divorce, health, or finances (unless asked for suggestions).
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Who can upsell?
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Training
• Ask your staff questions about your product.
• Run through quick “act it out” sessions.
• Address any concerns: “Patrons will get angry if we try to upsell them.”
• Quotas: I recommend that we leave this to the retailers.
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Tips and Techniques
• Put the item in the customer's hand.
• Use positive language and nodding.
• Limit your suggestions to 1-2 items.
• Use your judgment and vary your sales pitch by customer.
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ACT IT OUT
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What not to do…
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ACT IT OUT
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QUESTIONS, COMMENTS, CORNY LIBRARY JOKES?