Cross-selling is a sales technique that involves offering customers additional services or products related to the one(s) they’re already purchasing. Cross-selling is one of the revenue management strategies that aims at enhancing customer experience, increasing the average spend, and therefore boosting the company’s revenue.
For example, in hospitality, cross-selling usually takes place after the property receives the reservation, as well as before or upon arrival. It may come in the form of direct sales at the front desk or an email offering such add-ons or extra services as
- add-on activities (e.g., city tours or bicycle rentals provided by the property or third parties);
- in-room extras (e.g., upgraded bath amenities, baby high chairs, pet beds, etc.);
- on-site spa and fitness services;
- on-site food and beverage options (e.g., happy hour menus, dining discounts and packages, vending machines on floors, and room service); or
- other hotel services (e.g., complimentary parking, transportation, babysitting, free breakfasts for kids, etc.).
In aviation, cross-selling might mean offering such ancillaries as Wi-Fi onboard, meals and beverages, lounge access, etc. Travel agents, tour operators, and other distributors also apply cross-selling techniques to make extra sales of transfers, optional activities, photo/video services, etc.