WEBVTT 00:00.050 --> 00:03.800 Welcome back to the next technique on boosting your sales. 00:03.800 --> 00:08.180 And what we're going to talk about in this lecture are cross sales and upsells. 00:08.180 --> 00:09.680 So what exactly are they. 00:09.680 --> 00:12.230 What is a cross sell and what is an upsell? 00:12.230 --> 00:15.860 Well, to explain this I like to use the McDonald's analogy. 00:15.860 --> 00:21.080 So you go into McDonald's to buy a hamburger and at the point you're about to buy it, the employee 00:21.080 --> 00:24.320 says, would you like to upgrade to a Big Mac? 00:24.320 --> 00:26.000 That is an upsell. 00:26.000 --> 00:31.640 You were going to buy a simple hamburger, but now you're thinking about buying a Big Mac, something 00:31.640 --> 00:33.890 bigger, something slightly more expensive. 00:33.890 --> 00:37.550 And then the employee says, would you like fries with that? 00:37.550 --> 00:41.990 So that is a cross sell because it's a complimentary product. 00:41.990 --> 00:44.240 It goes perfectly with my hamburger. 00:44.240 --> 00:50.300 So while of course that is a very simple analogy, I really hope it helps you to understand what is 00:50.300 --> 00:54.320 a cross sell and what is an upsell, and what is the difference between the two of them. 00:54.320 --> 01:00.050 So in e commerce with our business, we have exactly the same concept, particularly when it comes to 01:00.050 --> 01:02.930 cross sells products that complement each other. 01:02.930 --> 01:07.610 So of course I'm running my dog site and somebody comes to buy a bowl from me. 01:07.610 --> 01:12.470 I could easily offer them a dog lead, some dog clothing, or a dog training device. 01:12.470 --> 01:14.750 All of those examples are complimentary. 01:14.750 --> 01:16.430 All of them are cross sells. 01:16.430 --> 01:21.500 And the reason this technique is so powerful is because at this point, the customer is ready to buy, 01:21.500 --> 01:28.070 and therefore offering them additional complementary products is a very easy way to boost our sales. 01:28.220 --> 01:33.230 So to demonstrate the power of this, in this lecture, I'm going to show you three different techniques. 01:33.230 --> 01:37.760 One of them is already built into Shopify for free and the other two are apps. 01:37.760 --> 01:41.390 Now, I'm not actually going to install the apps, but I will demonstrate them, and you're going to 01:41.390 --> 01:44.600 see very quickly how they could transform your business. 01:44.600 --> 01:48.230 So let's start with the one that's already built into Shopify. 01:48.230 --> 01:51.230 And so to show you this, let me scroll down a bit here. 01:51.230 --> 01:56.750 Select one of my products, for example the Fantastic Dog Leash, and then scroll once again down towards 01:56.750 --> 01:58.460 the bottom where you see this. 01:58.460 --> 02:00.050 You may also like. 02:00.050 --> 02:03.920 And the products it suggests are essentially all cross-sells and upsells. 02:03.920 --> 02:08.330 Now, at the moment, of course, I have very few products on my site, so essentially what it's offering 02:08.330 --> 02:13.520 here are products in a similar collection, but the system is way more intelligent than that. 02:13.520 --> 02:19.550 As your business develops, as you make sales, Shopify will be able to make intelligent decisions about 02:19.550 --> 02:24.500 which products are being bought with other products, which products are complementary, which products 02:24.500 --> 02:29.600 are the most likely cross sells, and the more sales you make and the more data they can collect, the 02:29.600 --> 02:34.640 better and better the system is going to become at offering your customers other products that they 02:34.640 --> 02:35.990 may also like. 02:36.080 --> 02:40.460 Now, while I've no doubt you've already seen this, you might be thinking, well, where does this 02:40.460 --> 02:40.940 come from? 02:40.940 --> 02:42.260 How can I control this? 02:42.260 --> 02:47.360 Well, for that, of course, we need to go back to admin and more specifically the theme editor. 02:47.360 --> 02:50.210 So you can see I'm already on online store and themes. 02:50.210 --> 02:51.770 I click on customize. 02:51.770 --> 02:56.480 And then up here in the top where by default we're on the home page, we're going to change this to 02:56.480 --> 02:59.450 products and then default product. 02:59.450 --> 03:04.040 And then when I come over here and scroll down a bit, you see this part here. 03:04.040 --> 03:05.570 Related products. 03:05.570 --> 03:08.660 Where as you can see you have various options. 03:08.660 --> 03:13.820 Now while of course you can change everything here, I would recommend that at least in the beginning 03:13.820 --> 03:17.090 you leave as is because this really is a great start. 03:17.090 --> 03:19.310 It's in the perfect position on the page. 03:19.310 --> 03:23.810 In other words, below the product itself, you can see that you can control the number of products 03:23.810 --> 03:24.620 to be shown. 03:24.620 --> 03:26.480 And for me, this is the perfect number. 03:26.480 --> 03:30.980 You don't want to have just one product on display, but you also don't want to be showing 50 because 03:30.980 --> 03:32.270 that wouldn't make any sense. 03:32.270 --> 03:36.470 But the only thing I would perhaps change is the title you could change. 03:36.470 --> 03:42.890 You may also like to something a little bit more persuasive, like for example, customers also bought 03:42.890 --> 03:44.360 or we recommend. 03:44.360 --> 03:46.580 But of course that's entirely up to you. 03:46.580 --> 03:53.150 So I think you can now see that Shopify has an incredible cross-sell and upsell already built in, very 03:53.150 --> 03:53.690 powerful. 03:53.690 --> 03:59.300 And as I said before, it's going to get more powerful over time as it learns more and more about how 03:59.300 --> 04:01.340 your customers behave on your site. 04:01.340 --> 04:03.350 And you could leave it at that. 04:03.350 --> 04:08.060 But if you do want to take it a step further, then let me show you a great app. 04:08.060 --> 04:14.030 So to do that, let me come over to the App Store where you can see I'm already on an app called Frequently 04:14.030 --> 04:20.090 Bought Together and of course it has a fantastic rating, tons of reviews, and as ever, it's been 04:20.090 --> 04:22.160 around for a very long time. 04:22.160 --> 04:27.800 And you can see here with the title Bundle products and unleash the power of upselling with personalized 04:27.800 --> 04:29.870 recommendations and discounts. 04:29.870 --> 04:36.320 This is a great app for taking the default Shopify behavior up a level, but what do I mean by that? 04:36.320 --> 04:37.850 What does it actually look like? 04:37.850 --> 04:41.420 Well, to demonstrate, I'm going to show you their demo store. 04:41.420 --> 04:43.700 So you see this here view demo store. 04:43.700 --> 04:48.680 So if I click on this this is fantastic because here I can show you exactly how this would work. 04:48.680 --> 04:50.330 So of course they're selling bikes. 04:50.330 --> 04:52.730 I'm not selling bikes, I'm selling dog products. 04:52.730 --> 04:55.460 But nevertheless the functionality is exactly the same. 04:55.460 --> 04:59.240 You're going to understand very, very quickly how powerful this is. 04:59.240 --> 04:59.810 So. 05:00.040 --> 05:01.600 Scrolling down the product page. 05:01.600 --> 05:04.360 You see this frequently bought together. 05:04.360 --> 05:05.890 Very similar wording to. 05:05.890 --> 05:11.140 You may also like the section that we just looked at on Shopify itself, but of course on Shopify it 05:11.140 --> 05:12.850 was just showing the products. 05:12.850 --> 05:14.890 But here it's taking it up a level. 05:14.890 --> 05:21.070 It is basically making it that much easier for my customer to add these products directly into their 05:21.070 --> 05:21.520 cart. 05:21.520 --> 05:26.590 So if you think about the Shopify system, what I would have to do is click on each of those products, 05:26.590 --> 05:31.600 add them into the cart, essentially navigating around the site, which not only takes more time, but 05:31.600 --> 05:36.640 it means, potentially that the customer could add less cross sales than I would like to the cart before 05:36.640 --> 05:40.180 heading to the checkout, but here it's all presented in front of them. 05:40.180 --> 05:45.400 All I would have to do is check these boxes, and you can see they're already checked by default before 05:45.400 --> 05:50.200 simply clicking on Add selected to cart where everything would be immediately added. 05:50.200 --> 05:55.750 I think you can easily see how it takes the default Shopify behavior up to the next level. 05:55.750 --> 06:00.670 And if we go back to the app page and scroll down a bit to look at the price, you can see that the 06:00.670 --> 06:03.130 cost is basically $10 a month. 06:03.130 --> 06:04.720 It really wouldn't take much. 06:04.720 --> 06:10.330 It really would take very few additional sales to make this a very worthwhile investment. 06:10.690 --> 06:17.020 So both this app and the default Shopify behavior are amazing at boosting our upsells, boosting our 06:17.020 --> 06:19.930 sales before the person gets to the checkout. 06:19.930 --> 06:21.820 But what about after the checkout? 06:21.820 --> 06:25.210 Maybe there's also an opportunity there once they've paid. 06:25.210 --> 06:26.980 Well, of course there is. 06:26.980 --> 06:28.630 And it involves another app. 06:28.630 --> 06:31.120 And that app is called reconvert. 06:31.120 --> 06:37.960 And so if I go up to the search bar and type in reconvert, we're looking for this reconvert post-purchase 06:37.960 --> 06:38.770 upsell. 06:38.770 --> 06:41.470 And so this app gives us two options. 06:41.470 --> 06:45.880 We could make the cross-sell on the checkout page itself before they pay. 06:45.880 --> 06:50.260 Or we can make it on the thank you page after they've actually made the payment itself. 06:50.260 --> 06:55.750 Now, for me, with the combination of what Shopify already offers us and the frequently Bought Together 06:55.750 --> 07:01.000 app, there really is no need to use this app at the checkout because that part really has already been 07:01.000 --> 07:01.540 covered. 07:01.540 --> 07:05.590 But where it gets interesting is at the thank you page after the payment. 07:05.590 --> 07:09.850 And to show you this, I'm going to once again use the option of their demo store. 07:09.850 --> 07:14.800 So I'm going to click on View Demo Store where it brings me to their demo checkout. 07:14.800 --> 07:16.690 And you can see the behavior up here. 07:16.690 --> 07:18.820 In this example there's a dress. 07:18.820 --> 07:23.320 And then here are the upsells and cross-sells where I could simply click on add to add them in. 07:23.320 --> 07:26.830 But what I'm interested in, as I just said really is the thank you page. 07:26.830 --> 07:27.880 So you see this here. 07:27.880 --> 07:33.580 Skip to thank you page I'm going to click on this which of course brings me to the demo thank You page. 07:33.580 --> 07:38.800 But just to be clear, what we're looking at here is after the customer has made the payment and it's 07:38.800 --> 07:44.350 here, in my opinion, that the real power of this app lies because you see all the normal stuff that 07:44.350 --> 07:45.940 you would expect on a thank you page. 07:45.940 --> 07:48.130 So confirmation of the order itself. 07:48.130 --> 07:51.310 But addition to that we see the cross-sells and the upsells. 07:51.310 --> 07:54.250 So we thought you may also like these products. 07:54.250 --> 07:59.380 And then of course various complementary products that simply by clicking on buy Now the customer can 07:59.380 --> 08:00.520 buy immediately. 08:00.520 --> 08:05.830 In addition to that, it has this very nice feature as well for offering a discount off the next purchase. 08:05.830 --> 08:09.520 So you see here 10% off discount to thank you for your order. 08:09.520 --> 08:15.070 Here is a 10% off coupon code for your next order encouraging the customer back to the store. 08:15.070 --> 08:20.110 So even if they don't want to go for any of these upsells and cross-sells right now, this is a fantastic 08:20.110 --> 08:23.620 way to encourage your customer back to the store in the future. 08:23.710 --> 08:31.180 And then if we look at the pricing back on the home page, scroll down a bit while there is a free option, 08:31.180 --> 08:37.900 all of these additional versions, including the Premium Pro, is only up to a maximum of $15 a month. 08:37.900 --> 08:39.310 It really wouldn't take much. 08:39.430 --> 08:43.000 Once again to make this a highly profitable investment. 08:43.000 --> 08:48.880 So I really hope that you can now see the power of upsells and cross-sells, and how easy it is to offer 08:48.880 --> 08:50.260 them to your customers. 08:50.260 --> 08:55.840 And while, of course you'll use the default Shopify behavior, you might also want to consider these 08:55.840 --> 08:57.970 two additional apps as well.