Increase Revenue by Creating an Upsell

Last modified October 22, 2018

This article applies to Contextual Commerce. (Looking for Classic Commerce documentation?)

Best Practices with Upsells

Some marketers warn against offering upsell products that increase the overall order by more than 25%, offering upsell products that are unfamiliar to customers, or offering too many upsell products, as this may overwhelm customers and actually decrease your overall conversion rates. Upselling tends to work best when there is a relatively small difference in price between the original product and the upsell product (so they are in the same price range), when the upsell product has the same features and brand as the original product, and when the upsell product is a full substitute for the original product. They tend not to work when the main features of the upsell do not match the original product and when the main advantage of the upsell (compared to the chosen product) is unclear.

This article will teach you how to create an upsell on on a product. The article assumes that the initial / driving product and the accompanying, upsell product have already been set up in your Store.

Note

Product offers, including upsells, are only displayed on  Web Storefronts . If you use a  Popup Storefront , the Storefront is not rendered until the customer triggers the checkout process. At that point, the contents of the cart have already been set and there is no opportunity to display product offers directly in the payment info popup. However, you can use the  Store Builder Library  to control the layout and placement of all products offered on the pages of your website prior to  triggering the checkout process / Popup Storefront.


To Create an Upsell Offer

  1. From the Dashboard, select the Products menu, and then select ProductsBundles or Subscriptions depending on what type of product will cause the upsell offer to be displayed.
  2. Click the tile of the product, bundle or subscription that will cause the upsell offer to be displayed when a purchaser selects it.
  3. At the lower left-hand corner of the product's details, click ADD PRODUCT OFFER.

    product detail page with the ADD PRODUCT OFFER command highlighted
     
  4. The Add Product Offer popup window will appear. Select the Up-sell option.

    Add Product Offer popup window
     
  5. In the Display field, you can optionally enter a marketing message that will be shown when the upsell offer is presented. If your Store supports multiple languages, you can click the language drop-down selector and enter the message in each supported language.  Some suggestions for the Display field include "Take Advantage of This Special Offer", "Consider an Upgrade", and "May We Suggest").

    Example of the Add Product Offer popup window with Display text
     
  6. The Placement field is only applicable when you offer more than one upsell or cross-sell item for the same product, bundle or subscription. You can use the Placement field to control the sequence in which the cross-sell and upsell products will be listed on the Web Storefront. Position #1 would be the topmost among all offers, Position #2 would come next, and so on. When you are setting up the first cross-sell or upsell offer for a product, only Position #1 will be available in this field.

    Offering Cross-sells and Upsells Together?

    If you offer both a cross-sell and an upsell on the same base product, we recommend that you set the upsell product to Position #1 so that it will be presented closest to the product selected by the customer if cross-sells and upsells are grouped together.
  7. In the Products field, being typing the title of the product that will be offered as an upsell. This can be an original product or a product variation (e.g. if you want to offer a discount to motivate customers to accept the upsell offer). Search results will instantly appear just under the Products field, and will be updated each time you type a character.

    Example of typing a product name in the Products field of the Add Product Offer popup window
     
  8. Select the product from the drop-down search results below the field. You can also repeat this process to add additional products as upsell offers. You can also click Remove if you make a mistake or need to change the product being offered as an upsell.

    Example of the Add Product Offer popup window with a product selected 
  9. Click SAVE to complete the process. The Up-sell field will now appear on the product detail page, as shown below. You can click anywhere on that line to edit the offer.

    Example of the product details with an up-sell added 

Once you have completed setting up an upsell, it will be offered on your Web Storefronts whenever a purchaser selects the product. Here is an example of the upsell that we set up above:

Example of a product with an up-sell on the Product Page

The placement of the upsell offerings on the pages of your Storefront can controlled by accessing Storefronts > Web Storefronts > SETTINGS (for your selected Storefront) > Promotions.