In online commerce, every sale matters. This is particularly the case in the pleasure sector, where there is intense competition and as many customer preferences as there are products. Online retailers must therefore find ways to be competitive — and one of the best methods is upselling.
Upselling is more than just trying to get your customers to buy more stuff; it is about giving customers a more tailored and fulfilling shopping experience, and offering value that they may not be aware of. When properly executed, upselling can boost both customer satisfaction and revenue. In other words, everybody wins. Let’s explore how upselling can revolutionize your online store by boosting sales and fostering closer ties with your clientele.
Basing your recommendations on a customer’s past purchases or preferences makes them feel relevant and worthwhile rather than pushy.
Understanding Upselling
Upselling is persuading customers to improve their experience by buying a more expensive product than they initially planned or adding extras to their purchase. Whereas cross-selling involves recommending related items, upselling specifically focuses on upgrading the customer’s experience by pointing them toward a purchase or purchases that may bring them greater pleasure or happiness.
Upselling can be particularly successful in the pleasure industry, since shoppers browsing online adult stores are frequently searching not just for products but for experiences. Customers are therefore often willing and eager to spend money on products they believe offer greater pleasure, higher durability or a more customized experience. Upselling in this market may include recommending a more advanced sex toy option, a high-quality lubricant to go with the customer’s purchase or an extended warranty for peace of mind.
Choosing the Right Products for Upselling
When choosing the best products for upselling in your online store, you will naturally want to prioritize high-margin products, since they yield the highest profit per transaction. However, selecting products that add value to your customers’ purchases is even more important than selling pricey items. For this, complementary items are ideal. For example, suggest a stimulating gel in addition to performance-enhancing pills, or match lingerie with pheromone spray. These combinations aim to provide shoppers with options and solutions they may not have considered, making their shopping experience more satisfying and fulfilling.
Remember to use your bestsellers as potential upsell opportunities. Since your audience is already familiar with these items, recommending a premium edition or popular add-on is more likely to be well-received. Selecting your upsells carefully can increase your average order value and ensure that your customers feel like they made a wise purchase.
Timing and Placement of Upsell Offers
Once you decide what to offer, where and when should you offer it? Positioning and timing are important to ensure that customers experience upsell recommendations as helpful rather than intrusive.
One of the best times to offer an upsell is during the checkout process, since customers who have already decided to buy are more receptive to recommendations that could improve their purchase. For instance, a shopper finishing up their order for a new vibrator may welcome a considerate suggestion to add a book that complements their purchase to their cart. Another smart place to include upsell offers is on product description pages, where a visually appealing presentation of related or upgraded choices might capture a browsing customer’s attention and persuade them to consider a more expensive option. This strategy is especially effective for more expensive product categories where buyers already plan to make a big commitment. Finally, post-purchase upselling — like sending follow-up emails offering discounts on related products or recommendations for things to try alongside a recent purchase — can promote repeat business by keeping your brand in the front of your customers’ minds.
Crafting Effective Upsell Messages
You must be able to explain to the customer, in a timely and efficient manner, why this extra item or upgrade is worth their consideration. Pay close attention to the advantages that your audience values most. For instance, when upselling a premium version of a product, emphasize its improved features, longer lifespan or better performance. The secret is to communicate how the upsell will enhance their experience or address a concern they may not even have been aware of.
Customization can make upsell offers even more effective. Basing your recommendations on a customer’s past purchases or preferences — like offering a matching robe to a customer who purchases intimate lingerie — makes them feel relevant and worthwhile rather than pushy.
Lastly, remember the importance of using psychological triggers in your communication. Strategies that leverage scarcity (“Only five left in stock!”), urgency (“Get it today with fast shipping!”) or social proof (“Customers who bought this also loved...”) can persuade customers to make that extra purchase by appealing to their desire to follow a trend or their fear of losing out.
Choosing the correct products, positioning and timing your offers just right, and creating communications that resonate with your target demographic can raise average order value, extend client lifetime value and help distinguish your company in a competitive and crowded industry. Putting these ideas into practice, and continuously improving them in response to customer feedback and sales statistics, can make every transaction an opportunity to provide your customers with more value.
Known as the Queen of Wands, Carly S. is a pleasure educator, author of the blog “Dildo or Dildon’t,” and a self-described bad bitch from the Bronx. Find her on social media @Makeupandsin. She is the product manager for Spectrum Boutique, social media manager for Nasstoys and provides freelance social media and consulting services.
