Upsell and cross-sell

Here we present some more key phrases and expressions you might use to discuss customer needs in more detail.

5. Zooming in

Terry: What’s your biggest issue? Can you give me an example? Sam: Shelf warmers! We buy from individual suppliers and their minimum order quantities are usually quite high.

Terry: You say you need to reduce your inventory. Why is that important to you?

Sam: It’s money I could invest elsewhere.

Terry: Why is it a priority today? Sam: Saving money is a priority every day.

Terry: That’s so true!

6. What outcome?

Terry: Do you think your current system has led to this situation? For example, how often does it take each supplier to deliver orders?

Sam: It depends on the individual supplier. Sometimes, it could be two weeks!

Terry: Does that mean you have to pay a premium for fast delivery?

Sam: Yes, if we order one-day delivery. And that cuts into our profit margin. Other suppliers are faster, but they require bulk orders. Which leads to more inventory problems.

Terry: Is there any way you think this could be improved?

Sam: Faster delivery. Smaller orders. Bigger margins. That’s our ideal outcome.

7. No satisfaction

Terry: How satisfied are you with the way you order products?

Sam: The truth? We use so many individual systems that we have to update our spreadsheets manually. It’s madness!

Terry: Would it help if you had a detailed overview of all your orders in one place?

Sam: Absolutely!

Terry: How would an integrated purchasing system help you to save time and money?

Sam: Look, I see top-of-the-range skincare products as an important market for our future. I’d like to invest more in that area. If I could spend less time on administration and more on customers, I could offer the kind of personal service that luxury brands require.

8. Another benefit

Terry: You also mentioned stronger competition.

Sam: Did you notice the health food store? It sells significantly cheaper brands. It’s killing our sales.

Terry: Would it be useful to have a broader portfolio of healthcare products? One that included luxury skincare brands?

Sam: Of course.

Terry: How about if we offered a significant trade discount?

Sam: That is exactly what we’re looking for.