The question “Would you like fries with that?” certainly has negative connotations, with the notion of someone trying to sell us something we don’t need or want just to make an extra dollar. However, it can be viewed from another perspective. Let’s say, as you’re ordering a burger, the person behind the counter asks you if you’d also like some fries. It then hits you, that’s exactly what you feel like to complete your meal. All of a sudden that one question offers you a satisfying solution to your hunger.
There are plenty of examples where another product can compliment, enhance or even be a necessity to your initial purchase and it wouldn’t be good customer service if the person assisting you didn’t suggest it.
Take purchasing the latest toy for a child, which is to be that exciting Christmas present unwrapped first thing on Christmas morning. The excitement of that child is very quickly going to turn to disappointment, when they realise you’ve forgotten to buy the batteries that are required to make it work. A sales assistant, reminding you of the batteries at the time of purchase, is not just helpful but necessary to ensure you don’t go home without them.
This is also the case with complimenting items. For example, you purchase brand new large screen television and you can’t wait to get it all set up and watch your favourite action movie. The experience would be much improved, if the salesperson also recommended a sound bar or home theatre to ensure you get the complete experience and not be disappointed with the very basic sound that comes out of many of the televisions these days due to their slim design.
There are countless examples where a sales assistant would be doing you a disservice by not suggesting an additional related product; a hair straightener without a heat protector, a laptop without software, a barbeque without a gas bottle, a camera without a memory card or an expensive pair of suede shoes without the water and stain protecting spray.
Customers aren’t always aware of what else they may need or what is available to enhance their purchase therefore, it’s up to the person assisting them to bring it to their attention. Certainly when irrelevant items are recommended for no valid reason, this becomes a blatant attempt at adding on but good customer service is about offering customers the complete package or entire solution to ensure complete satisfaction. It is then up to the customer to say yes or no.