logo aftership

Pricing

eCommerce glossary

All the terminology you’ll ever need, together in one place. We can even let you know when new terms are added.

Upsell

An upsell occurs when a brand offers an upgraded version of a product that’s already been purchased by the customer. Typically, upsells are used to increase average order value and profits. Although product upgrades are the most popular type of upselling, a brand can also implement this tactic by offering other perks.

Popular examples of upselling include:

  • Bigger portion sizes – McDonald’s “Supersize” burger, for example.
  • Better product model – such as iPhone 13 Pro Max instead of iPhone 13
  • Higher tier service options – Audible offers different pricing tiers that include increasing numbers of free monthly credits at a higher price.

Upselling works best when it’s targeted to existing customers. Research reveals that companies have a 60-70 percent chance of selling to an existing customer and only a 5-20 percent chance of selling to a new one. Because returning customers have already experienced the quality and reliability of their products, they’re more open to the idea of repurchasing from a business they’ve formed a bond with. For this reason, many companies tailor their upsell offers around existing customers.

Create a world-class post-purchase experience