Cross-selling
Offering complementary items
Cross-selling is a technique where you offer the customer complementary products related to what they’re buying. The goal is to raise the order value while helping the customer buy everything they need for the product. A classic example is a case and screen protector offered with a new phone.
How cross-selling works
Cross-selling builds on the fact that the customer already has buying intent. When they pick a product, you offer logical add-ons that complement or improve their purchase. It isn’t about pushing pricier goods; it’s a relevant offer that genuinely helps the customer while increasing your revenue from a single order.
For cross-selling to work, the recommendation has to be meaningful. Random products annoy the customer, but well-chosen add-ons feel like useful advice. That’s exactly why it pays to base the offer on what truly belongs together and what customers buy as a set.
Where to use cross-selling in a store
Cross-selling makes sense at several points along the buying journey. It tends to work best once the customer has already decided on the main product and is open to add-ons.
- On the product page in a related-items section.
- In the cart as a “goes well with this” suggestion.
- In the step before completing the order.
- In the thank-you email or on a future purchase.
Cross-selling versus upselling
Cross-selling and upselling are often confused, even though they pursue different goals. With cross-selling you offer complementary products alongside the main purchase, such as headphones with a phone. With upselling you offer a pricier or better version of the same product, such as a model with more storage.
Both techniques raise the average order value and complement each other well in practice. The key is not to overdo it and to always offer what makes sense to the customer; otherwise you put them off instead of selling more.
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What is the difference between cross-selling and upselling?
Cross-selling offers complementary products alongside a purchase, such as a case for a phone. Upselling offers a pricier or better version of the same product. Both techniques raise order value and work best together.
Won’t cross-selling put customers off buying?
If the offer is relevant and non-intrusive, it actually helps. Problems only arise with random or aggressive suggestions. So recommend add-ons that logically belong with the product and that the customer will genuinely value.
How do I start cross-selling in my store?
Start with products customers already buy together and show those links on the product page and in the cart. Then track which recommendations work and adjust the offer accordingly.