Most teams say, “We need more customers.”
Usually, you need bigger tickets.
Start by not mixing up upsells with cross-sells.
From Your Business Growth Playbook based on decades of my real client work, here’s the clean distinction I’ve watched move revenue fast:
Upsell = premium version of the same thing.
Think: good → better → best. Higher value, higher price.
Public example: Apple’s storage tiers. Same iPhone, more capacity and convenience at checkout. Many buyers happily upgrade.
Client example: A training/education company added a VIP seat at registration (front-row, early access, post-event Q&A). Same event, premium experience. Immediate lift in average transaction amount.
Cross-sell = a complementary thing that pairs with the first.
Think: “Frequently Bought Together”
Public example: Amazon classically offers complimentary items to your purchase. The book is the anchor; the bookmark + the book cover raise the ticket
Client example: An e-commerce client added in cross-sells to related products that served the same Ideal Customer Profile, but were in a different product category – what’s called “across the aisle” in industry parlance.
Using Upsells and Cross-sells Together
Here’s how I coach teams to use both – without feeling pushy:
Decide the anchor. What’s the primary purchase you want to protect?
- Add one clear upsell. A “better” version that solves time, risk, or convenience.
- Add one obvious cross-sell. A natural companion that improves outcomes or usage.
- Make it easy to choose. One-click toggles, plain language, default to the anchor (no tricks).
- Score it weekly. Track take rate for upsells and attach rate for cross-sells; refine the copy/offer, don’t reinvent it.
🧠 Key Takeaway
Upsell upgrades the thing. Cross-sell completes the setup. Use both – simply and ethically – to raise the dollar amount of every transaction.