Cross-Selling and Up-Selling Online: How to increase the average order value

Home » Cross-Selling and Up-Selling Online: How to increase the average order value

What you will discover in this article:

• The difference between Cross-Selling and Up-Selling
• Where and when to propose the right offer
• Practical examples for local e-commerce
• The importance of not being too aggressive

Acquiring a new customer costs 5 to 25 times more than keeping an existing one. That's why, if you have an e-commerce, your priority must be to maximize the value of every single transaction.

The difference between Cross-Selling and Up-Selling

• Up-Selling: Pushing the customer to buy a superior (more expensive) version of the product they are looking at. Example: Looking at an iPhone 15? I'll propose the iPhone 15 Pro.
• Cross-Selling: Proposing complementary or related products. Example: Have you put the iPhone in your cart? I'll propose the cover and the protective glass.

Where and when to propose the right offer

1. On the product page: Show "Products often bought together".
2. In the shopping cart (Mini-cart): One last offer before checkout ("You're only €10 away from free shipping, add this accessory").
3. Post-purchase: A thank you email with a discount code valid only for the next 48 hours on a specific category.

Practical examples for local e-commerce

If you sell local products:

• The customer buys a wine? Do Cross-selling by proposing a package of artisanal taralli.
• The customer chooses a 0.75L bottle? Do Up-selling by proposing the Magnum with a 10% saving per liter.

The importance of not being too aggressive

The secret to success is relevance. If you propose socks to someone buying a drill, you destroy the customer's trust. The offer must feel like useful advice, not a desperate attempt to empty the warehouse.

At MKDA we optimize sales funnels to make sure every click brings the maximum possible profit.

Author: Matteo Kiramarios

Founder of MKDA. I help e-commerce stores grow by optimizing every phase of the customer journey.