How a personal recommendation can improve an upsell

A product recommendation becomes useful when the customer can see why it applies to them. The same upgrade may be essential for one shopper and an unnecessary expense for another.

McKinsey's 2021 research found that 71% of consumers expected personalised interactions and 76% felt frustrated when they did not receive them. Those findings concern personalisation broadly. They do not establish that a person will outperform recommendation software.

They do underline the value of relevance. For a store, that means understanding what the customer needs before suggesting a larger purchase.

Ask about the job the product needs to do

Imagine a shopper choosing a cordless drill. They have selected the entry model, but mention that they will use it for long sessions during a renovation.

An advisor can explain whether a higher-capacity battery would be useful and whether it comes with a different kit. The recommendation follows directly from how the customer expects to use the tool.

If the shopper only needs it for occasional light work, the same upgrade may have little value. Asking one useful question changes the advice.

Use the information you have, and fill the gaps

Recommendation tools can draw on purchase history and preferences customers have shared. They can be useful for familiar purchases where the relationship between items is clear.

A conversation helps when an important detail has not been captured. Perhaps the shopper already owns a compatible battery. Learning that prevents the advisor from recommending something redundant.

The advantage comes from obtaining and using the relevant information. An advisor who ignores the answer can make a suggestion just as poorly matched as an unhelpful pop-up.

Explain the trade-off

State what the customer gains by spending more. Keep the explanation tied to the need they described, and make the price difference clear.

Give the simpler option a fair hearing. A customer should understand why they might choose it, especially if the upgrade stretches their budget.

Sometimes the best recommendation lowers the order value. That can help earn trust, but future purchases remain something to measure. A smaller order today does not guarantee a larger relationship tomorrow. What gets missed when nobody recommends anything is covered in the hidden cost of selling without recommendations.

Keep recommendations easy to decline

Ask before adding the suggested item. Give the customer room to decide without repeating the offer after they have declined it.

Review whether recommended products are kept and used successfully. A higher initial basket followed by avoidable returns gives you little reason to celebrate.

BeamCart's live shopping guide shows how an advisor can help build a cart during a conversation. The tool makes it possible to act on a recommendation; the quality of the advice still depends on listening carefully.