Successful upselling 2015

Tom Wadsworth, CDDC Click here for the complete story in Door + Access Systems magazine: http://www.dasma.com/articles/feature/UpsellStrategies_Spr2014.pdf

2 SELL TO MORE CUSTOMERS

SELL MORE TO CUSTOMERS

Upselling is the key to any business’s bottom line. – Oregon Door Dealer

Upselling is critical to the financial success of our industry. – Martin Madden, OHD South Bend, Ind.

I don’t like the term ‘upselling’ because it sounds manipulative.

– Randy Oliver, Hollywood-Crawford Overhead Door San Antonio, Texas

Unfortunately, we often see companies that rip off customers. – Mark Northfield, All Seasons Garage Door Minneapolis, Minn.

The practice has really tarnished our industry. – Steven Harris, Pacific Overhead Door Portland, Ore.

Dec. 3, 2014 Click here: http://www.today.com/money/garage-door-repairmenhidden-camerasput-some-test-1D80319362

Offering upgrades or add-ons that increase customer satisfaction.

We never lie to the client. – Andy Pomroy, Windsor Door Sales Albuquerque, N.M.

Listen to what they want.

It’s their home.

– Alan Purcell, Just Garages Wayne, N.J.

If you get the customer talking about what he wants or what he has in his garage, he will forget about the question, “How much is a regular door?”

– Don Musgrave, Architectural Sales Evansville, Ind.

Do you want your garage door to look different from your neighbor’s? – Bill Dover of Dover & Company Flint, Mich.

Dollar for dollar, a quality garage door increases the value of the home more than most home improvements.

– Alan Purcell, Just Garages Wayne, N.J.

Compared with 35 other common home-improvement projects, a garage door replacement costs less, provides a greater ROI, and adds more to curb appeal. – 2015 Remodeling Cost vs. Value Report www.costvsvalue.com

(1.55) (2.26) (3.00) (3.19) Online survey details: In February 2014, an email invitation went to 1,977 garage door dealers throughout the U.S and Canada, and 170 surveys were completed.

(2.25)

(2.66) (3.16) (4.04) (4.32)

Your garage door spends most of its life in the closed position. Treat it like another exterior wall to your home. – New York Door Dealer

If your attic roof is insulated, why not insulate your garage door?

Attics and garages are thermal buffer zones.

Higher R-value means more savings on your heating and cooling bills. It also provides you with a stronger door. – Illinois Door Dealer

Take ($189) over the life of your door, and it’s a bargain. – Missouri Door Dealer

Just hold up your non-insulated sample and knock on it. – Wisconsin Door Dealer

When they see and feel the difference, they will upgrade to a steel-backed door 90% of the time. – Georgia Door Dealer

Our techs take a picture and show on their tablets what the house will look like. – Mike Lombardi, Garage Door Guys Denver, Colo.

Is your purchase only about money, or do you want to consider quality and options? – Missouri Door Dealer

It’s a lot cheaper to upgrade now than to try to do it later. – North Carolina Door Dealer

You will pay almost twice as much for an entrance door that you don’t even use. – Harry Helton, Helton Overhead Door Sales Lexington, Ky.

How often do you buy a cheaper item and later wish that you would’ve spent a little more for better quality? – Roger Morgan, Morgan Door Burley, Idaho

People don’t call me back to say the door they bought is too good.

– Compaan Door, Holland, Mich.

Educating your customer is key to upgrade selling. – Hawaii Door Dealer

Educated customers make better decisions. – Ohio Door Dealer

We educate the client on our product and the competitor’s product, and we let the client ask us questions.

– Brenda & Craig Newby, Premier Overhead Doors Almond, Wis.

Inform them about the quality lacking in box store garage doors and openers. – Jacob Schneider, Canadoor Door Systems Alliston, Ontario, Canada

We recommend …

– Door Dealer, Vancouver, B.C., Canada

Let the customer know what you installed on your own home. – Dennis Winstead, Wilson Overhead Door Wilson, N.C.

This is the model most of our customers prefer. – Utah Door Dealer

Who wants a garage door that was popular in the 1980s when you can have the latest and greatest model?

I tell customers about new looks, new doors, better insulation, new glass options, and new colors. – New York Door Dealer

Being able to operate your door from a smartphone is starting to catch on. – Scott Hoffman, Doorworks Wisconsin Rapids, Wis.

Wall-mounted operators are my fastest-climbing upgrade.

It will make #1 next year. – Indiana Door Dealer

Do you want fries with that?

Would you like to see the dessert menu?

Have you ever considered …?

– Ohio Door Dealer

Would you be interested in …?

– Kentucky Door Dealer

Are you aware of the options available to you? – Claude Thompson, Martin Garage Doors Hawaii

Do you realize the new technology and new options that are now available? – Kansas Door Dealer

(1.51) (2.87) (3.44) (4.03) (4.12)

Package deals of upgraded products help us eliminate selling cheaper products, and it reduces warranty calls. – Texas Door Dealer

We automatically upgrade the rollers to a better roller on most doors. – Oregon Door Dealer

Many start with the cheapest products then work their way up. But the larger ticket can then scare away the customer. – Texas Door Dealer

Once you have showed them a door for $450, it is almost impossible to sell them a better product for $850. – Richard Brenner, Entrematic

It’s always easier to downgrade from a premium product. – Ed Hermanns, Merchantville Door Collingswood, N.J.

Most of our customers are not shopping for the lowest price.

What they really want is the most bang for their buck. – Robert Novak, Michigan City Garage Door Michigan City, Ind.

The person you think can’t afford an upgrade is the one who normally buys it. – Australia Door Dealer

Anyone can sell a low price.

But it takes a skilled salesperson to sell quality and value. – Richard Brenner, Entrematic

Get these slides from trw@tomwadsworth.com.