Customer

Satisfaction and
Customer Retention:
Suggestive Selling
Suggestive selling

• Sales technique where the seller asks the customer if they

would like to include an additional purchase or recommends
a product which might suit the client.
• Used to increase the purchase amount of customers.
• Also known as add-on selling or upselling.
 SUGGESTIVE SELLING
METHODS
• Offering related merchandise
-can be a good or service that would increase the use or
enjoyment of the customer’s original purchase.
• Recommending Larger Quantities
-usually works in retail settings when selling inexpensive
items or when savings in money or time and convenience are
involved.
• Calling attention to special sales opportunities
-salespeople are obligated to communicate special sales
opportunities to their customer.
Benefits of Suggestive Selling
• Salesperson benefits because the customer will want to do
repeat business.
• Customer will benefit because he/she is more pleased with
the original purchased.
• Company benefits because the time and cost involved in
suggestion selling is les than the cost of making the original
purchase.
Rules for Suggestive Selling
• Do the suggestive selling before the payment is made and
after the customer has made a commitment to buy.
• Make a recommendation from customer’s point of view.
• Make the suggestion definite.
• Show the item you are suggesting.
• Make the suggestion positive.