Almost 3 times the sales when staff upsell

1
Almost 3 times the sales when staff up-sell!

• 14 how many c-shoppers bought an item on
  promotion
• 36 how many shoppers bought an item on
  promotion after having been told about it by
  store staff.
• Almost 3 times the sales.

Problem/opportunity Only 2 of c-shoppers said
store staff informed them about a promotion
Source him! CTP 2009
2
Almost 3 times the sales if staff up-sell

• Is up-selling part of a retailers mystery
  shopper audit programme?
• Easy for suppliers to support and incentivise
• WHSmith have cracked it (up-selling) not many
  other retailers have.  An opportunity too good to
  miss?
• Every customer visit counts. Need to maximise

Source him! CTP 2009
3
Who is up-selling?
of convenience customers who were informed of a
promotion by staff

• 2
• 14
• 6
• 6
• 4
• 3
• 3
• 3
• 3
• 3
• 3
• 2
• 2
• 2
• 2

CTP ave David Sands Shell Total Premier Esso Scotm
id Spar UK BP Londis Mace Southern Co-op The
Co-op Midcounties Co-op MRH
Pace Nisa Malthurst Mills Tesco Express One
Stop Sainsburys Local Somerfield Tates James
Hall Capper Budgens CJ Lang Landmark Hothouse
2 2 2 1 1 1 1 1 1 1 1 1 0 0
Source him! CTP 2009