Adam Hankinson, Managing Director at Furniture Sales Solutions, talks about upselling without upsetting – boosting sales with add-ons that delight.
No one wants to be the pushy salesperson – but done right, upselling on the shopfloor can feel less like a hard sell and more like great customer service. Upselling means suggesting a higher-priced or additional item that enhances the customer’s main purchase. This might be as simple as pointing out a matching footstool for a sofa, or recommending a better-quality mattress once a customer has picked a bed frame. The goal is to boost the total sale while genuinely helping the customer.
Focus on Needs, Not Just Numbers: The key to upselling well is to genuinely listen to what the customer wants. If a couple is eyeing a dining table, asking a few questions (“How many people will usually use it?”) can reveal if a larger table or an extra set of chairs might suit them better. When you frame an upsell as meeting their needs, like suggesting an extendable table because they often have family over, it feels helpful, not pushy.
Offer Value, Not Pressure: Timing makes all the difference. Wait until the customer is clearly interested in an item before introducing the add-on’s benefits. For example, “You mentioned earlier that the last leather sofa you had ended up scuffed and worn, well, we have a leather care kit, which many customers love. It keeps the leather in top condition for years.” By highlighting benefits (like longevity, comfort, or savings in the long run), you’re giving them reasons to say yes. One salesperson recently summed it up perfectly:
“If you buy the cheaper one, you’ll always wish you’d bought the better one – if you buy the better one, you’ll never give this one a second thought.”
It’s a line that frames the upsell as a smart long-term choice, not a sales push.
Train the Team to Spot Opportunities: Upselling is an everyday habit, not an occasional bonus. Make it a part of your sales team’s routine by encouraging them to think of add-ons or upsells as solutions, not just a way to make an extra few quid. A great exercise is to have staff list out common customer issues (size, quality, longevity, material, damage, etc) and brainstorm complementary items or upgrades that resolve these issues. That way, when a real customer is in front of them, suggesting the right add-on becomes second nature.
Try these shopfloor upselling techniques that feel natural and boost results:
• Related Items: If a customer has mentioned that they’re moving into a new home or redecorating and they’re looking at a sofa or armchair, then it’s logical to suggest accompanying items (additional seating, side tables, coffee table, footstools, etc).
• Good-Better-Best Showcases: Present three options – good, better, best. Often, customers will gravitate to the middle or top when they see the added features and quality. It’s an upsell that lets them self-select.
• Share Stories: Use real examples: “One of our clients added this mattress protector and thanked us later when a spill didn’t ruin the bed.” Stories make the upsell relatable and less salesy.
Win-Win Outcome: When upselling is done with the customer’s satisfaction in mind, it creates a win-win. The shopper leaves with a more complete solution or a higher-quality product, and you increase your sales. In the end, effective upselling is simply good service – it’s about ensuring the customer gets the best out of what you offer. With a friendly approach and keen awareness of customer needs, your team can boost sales without ever coming across as forceful. That’s upselling that delights both the customer and the bottom line.
