Transcription
You've probably heard of upselling, but in luxury sales, it's more than just offering additional products or services. It's about timing, psychology, and reading your client's signals.
When a client leans in, maintains eye contact, or smiles, they're showing signs of engagement. Psychologically, this means their emotional defenses are down. In this state, they're more likely to be receptive to an upsell because they're in a positive emotional space.
When you see this, it's the ideal moment to introduce an additional option. So, you could say something like, "It seems like you're connecting really well with this piece. We also have a similar item with a few added features that you might appreciate."
On the other hand, if a client crosses their arms, avoids eye contact, or seems fidgety, they might be feeling uncertain or resistant, or they may need to go to the loo. A client who desperately wants to spend a penny definitely won't be in the mood to spend thousands of pounds.
These psychological cues tell you their guard is up, and now is not the time to push an upsell. So, you might say, "Is there something specific you're considering, or something you'd like to explore further?" This shifts the focus back to them, making them feel much more in control and less pressured.