TGP Events: Psychology and Technique of Upserving with Brian Carter

Summary

In this insightful talk, Brian Carter emphasizes the art of upserving in sales, highlighting its importance beyond mere technique. He shares personal experiences and strategies, such as understanding customer motivations and leveraging psychology to enhance the sales process. Carter's approach focuses on creating a connection, building rapport, and offering personalized solutions, ultimately transforming the sales pitch into a customer-centric experience.

Takeaways

• 🚀 Upserving is a critical yet often neglected skill in sales that requires continuous development beyond just doing it to doing it well.
• 🌟 Brian Carter's successful upserving in Oklahoma City demonstrated the power of consistent upserving to maximize sales potential.
• 📈 The importance of treating upserving as a skill to be honed, rather than a binary action of doing or not doing, was emphasized.
• 🛠️ The script mentions the significance of technique in upserving, including timing, phrasing, and understanding customer pain points.
• 🧠 The psychological aspect of upserving was highlighted, focusing on understanding customers' fears of regret and discomfort with spending.
• 💡 The speaker shared personal sales experiences to illustrate the impact of upserving on achieving significant sales figures.
• 🔑 Empathy and personal connection were underscored as essential for converting initial interest into larger sales through upserving.
• 🎯 The script suggests that understanding the 'why' behind a customer's decision is crucial for tailoring upserving approaches effectively.
• 💼 Knowledge of packages, bundles, and special offers was identified as a key component of technique in upserving to provide customers with attractive options.
• 🤝 The importance of creating a positive buying atmosphere through rapport building and addressing the customer's silent voice was discussed.
• 🎉 The speaker concluded with the idea that upserving should be fun and energized, aligning with the customer's motivations and experiences.

Q & A

What is the main topic of Brian Carter's discussion?

Brian Carter's discussion is primarily about 'upserving', a sales technique to increase the value of a customer's purchase by offering additional products or services.

Why does Brian emphasize the importance of upserving?

Brian emphasizes upserving because it is an area that many salespeople neglect, treating it as a binary action rather than a skill to be developed and perfected.

What was Brian's biggest week of sales for the year mentioned in the script?

Brian's biggest week of sales for the year mentioned in the script was when he sold over $14,000 worth of products in two days at Canton.

What sales techniques did Brian use to achieve his high sales week?

Brian used various upserving techniques such as taking a trimmer to a showstopper, increasing the number of table knives sold, and offering buy-three-get-one-free deals with additional upsells.

What is the significance of the 'right item' in the context of upserving?

The 'right item' refers to a product or package that genuinely excites or animates the customer, making them more likely to accept an upsell.

What role does the customer's budget play in the upserving process?

The customer's budget is a significant factor in the upserving process, as it sets a limit to what they are comfortable spending, but Brian suggests that often the real barrier is the customer's fear of regretting their decision.

What is the '10 pays' method mentioned by Brian, and how does it relate to upserving?

'10 pays' is a payment method where customers can pay for their purchase in ten installments. Brian suggests that consistently offering such payment options can help overcome budgetary barriers in upserving.

What does Brian suggest is the key to moving beyond a simple upsell to a more personalized approach?

Brian suggests that the key to a more personalized approach is understanding the customer's 'why'—their motivating factor for making a purchase—and tailoring the upsell to serve that reason.

How does Brian recommend using third-party stories in the upserving process?

Brian recommends using third-party stories to provide social proof and to create a positive emotional experience for the customer, which can help in closing upsells.

What is the significance of 'smiling with your eyes' in the context of the script?

In the context of the script, 'smiling with your eyes' is a technique to convey positive energy and enthusiasm to the customer, which can help in building rapport and closing sales.

What are the three steps Brian outlines for effective public speaking, and how can they be applied to upserving?

The three steps for effective public speaking outlined by Brian are: acknowledging the group, earning the right, and speaking to their silent voice. These can be applied to upserving by understanding the customer's perspective, re-establishing credibility after their initial purchase, and addressing their unspoken feelings and concerns.