How to upsell without being pushy
A lot of retail employees struggle to suggest extra products because they worry about making customers spend more than they want. Usually, this comes from past jobs where they had to push things like credit cards, warranties, or low-quality accessories.
In independent pet retail, we don’t push low-quality products. What we suggest actually helps our customers’ pets and makes the things they already buy last longer or work better.
The Sales Formula
It helps to have a few simple scripts ready for different types of customers. This makes it much easier to get comfortable with selling.
A good script to start with is: “Since you’re picking up (product a), I recommend adding (product b) because it (action), so your pet (results).”
Another great approach is to ask, “Tell me about your pet,” as you walk with the customer to the product. This is my favorite way to learn more about both the customer and their pet. Let’s see how this works in practice.
The Quick Add-on
A customer comes in looking for a bland diet for their dog. You walk with them to the Koha Bland Diet and pick up a small bag. On the way back to the register, you say, “Since you’re picking up a Bland Diet, I recommend adding Goat’s Milk because it adds hydration and probioticsProbiotics are types of beneficial bacteria. When they are added to food, they may help with digestion, improve gut health, support the immune system, and lower inflammation. More so your pet can recover more quickly.”
THe Consultative Approach
A customer comes in looking for a bland diet for their dog. As you walk them to the Koha Bland Diet, you ask about their dog’s size, age, and the reason for the bland diet. The customer explains they have a 2-year-old, 80-pound mixed-breed dog who’s had stomach problems on and off for a few months.
This kind of conversation lets you ask what the customer usually feeds their dog and helps you suggest better long-term options, like different proteins, higher-quality food, or using a slow feeder for better digestion. The customer still buys the Bland Diet and Goat’s Milk, but also picks up a foraging mat, a small bag of NutriSource, and some easily digestible freeze-dried treats to try when their dog feels better.
See the difference? When you help customers with a complete solution, they’re more likely to return to you for advice instead of shopping online. But if you’re short on time, a quick add-on can still fit naturally into your conversation. Knowing how to spot these “missing pieces” is a key part of great customer service.
Building Additional Value at the Register
Don’t be afraid to suggest helpful products, even if a customer is buying value items. Things like a chew to keep their pet busy, bone broth for hydration, or a small bottle of Wondercide Flea and Tick all make great add-ons for any small purchase and can be mentioned at the register.
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