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Conversion Optimization by Ayat Shukairy, Khalid Saleh

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Cross-Sells and Upsells

Increasing the average order value is one way that many retailers have been able to increase their online revenue. By understanding customers’ buying intents, retailers can display complementary or similar items as cross-sells or upsells on the page. Cross-sells are items that are complementary to the product selected, whereas upsells are products that are similar to but more expensive than the product selected.

Three factors contribute to the success of cross-sells and upsells: how they are displayed, how easy they are to access, and where they are located on a page or within a buying process. As we discussed in Chapter 7, some companies bundle multiple items into one package (i.e., purchasing eyeliner, eye shadow, and mascara together is far less expensive than purchasing each product on its own) to encourage customers to purchase the cross-sells. Other companies sell multiple units of the same product (bundles) at discounts that increase as the number of units increase (upsell). An excellent example of this is 1800Contacts.com (see Figure 8-8), which sells one contact lens pack for $29.99 and a 12-pack bundle for $335.88 (equal to $27.99 per pack).

Upsell example from 1800Contacts.com

Figure 8-8. Upsell example from 1800Contacts.com

Upsells Versus Cross-Sells

As we mentioned before, the main difference between upsells and cross-sells is that cross-sells offer items that complement the product being ...

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