- Moving "up" to a more expensive version of what they're already considering purchasing (e.g., the eight cylinder vehicle instead of the six cylinder)
- Adding to their orders with additional vertically related products or services (e.g., The classic, "Would you like fries with that?"; or the extended warranty)
By "vertically related" I mean products or services that enhance or are related to the core or base product. Whereas a cross sell refers to sales of another product/service type horizontally related (i.e., another type of product/service usually orthogonally related if at all) to what you're already considering. For instance, if you purchase a new vehicle and the dealer encourages you to use the manufacturer's auto financing capabilities, that's a cross sell. Another cross selling example is when you call the reservation center of an airline and at the end of your call the agent asks if you'll need a rental car in your destination city; and if so, she'd be delighted to connect you to one of their car rental partners.
Editor's note: Get tips for motivating call center agents to up sell and cross sell.
This was first published in January 2007