What does “cross-selling” involve during customer interactions?

Cross-selling involves suggesting related products or services to a customer based on their current purchase. The primary goal of this strategy is to enhance the customer's experience by providing them with options that complement their initial choice, potentially increasing satisfaction and loyalty. This approach allows businesses to increase sales by showing customers additional items they may find useful or interesting, creating a more complete solution for their needs.

While loyalty rewards, bulk purchases, and price matching strategies may enhance customer satisfaction or drive sales in their own right, they do not specifically focus on the immediate act of pairing additional items with the customer's selection, which is the essence of cross-selling. By emphasizing related products or services, businesses can not only boost their revenue but also provide a more tailored and valuable shopping experience for the customer.