Up-selling and Cross-selling
- Kinga Kubiak (Unlicensed)
Analytics
Up-selling indicates the complete replacement of a customer's originally required item with another item that is higher in value. It involves the marketing of more profitable services or products that simultaneously offer the customer more value-added options for purchase.
Cross-selling refers to the marketing of additional items along with the customer's originally required item. Cross-selling of products or services to existing customers has lower associated cost than acquiring new customers.
Up-selling and cross-selling can be used in the areas of service and parts sales. Both individual items and packages can be up-sold or cross-sold.
Constraint
- Up-selling and cross-selling between items belonging to two different packages is not supported.
- Package variants other than the default variant are not supported in the up-selling and cross-selling function.
Prerequisites
- The original item or package has been manually added to the order, so that the corresponding master data for the original item is shown in the system.
- Master data for up-selling and cross-selling has been maintained correctly in Customizing, under Vehicle Sales and Service (VSS) > Order > Specific Processes > Up-selling and Cross-selling > Determination of Up-selling/Cross-selling > Define Table of Criteria.
Caution
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- You can define whether an original item must be rejected (but retained in the system) or deleted completely during the up-selling process. You can maintain this in Customizing, under Vehicle Sales and Service (VSS) > Order > Specific Processes > Up-selling and Cross-selling > Define Replacement Procedure.
Features
Vehicle Sales and Service's (VSS) order processing function keeps the service or parts advisor informed about existing up-selling or cross-selling options for items such as labor values, parts, delivery parts, or packages. You can access the order processing function either directly in the system or using the VSS Fiori Apps. For more information, see Defining Up-selling or Cross-selling Options.