A coffee shop has added an extra £72,306 in sales by asking its customers just one simple question!
Marketing Stockport member and mystery shopping company Shopper Anonymous has added the additional sales after a 12 month campaign designed to help their staff up-sell.
Chris Lowe, Director of Shopper Anonymous, explains further:
“Before we started the monthly mystery-shopping programme no customers were being upsold to; now 46% of the time the staff are attempting an upsell that in this case is resulting in 103 customers a day buying more!
“On average each transaction is worth £1.95, equating to £200.85 per day. As a 7 day a week business that’s an extra £6025.50 per month equating to £72,306 per year.”
Chris believes that it takes just ten seconds of effort per customer to increase the customer delight, which can increase the ‘word of mouth’ advertising.
“Our client has two busy coffee shops. But any business can make small efforts to generate a great return” says Chris.
These are a few ways in which you may be able to grow business:
- Focus on service and upselling as key discussion points.
- Highlight the need to upsell to employees and emphasise that it links to customer delight.
- Ask the team to identify the products and services that could ‘team up’ as an upsell.
- Develop some ‘killer questions’ that the team can use to encourage the customer to realise the benefit to the extra purchase.
- Work out a measurement system that is visible to the whole team, where you can measure the extra spend.
- Introduce a way to celebrate the team’s success either individually or as a whole.
Find out more about Shopper Anonymous HERE
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