What is Up-Selling / Down-selling / Cross-selling in SAP CRM ?

The concept of up-selling and down-selling is used in SAP CRM marketing extensively. While the configuration is pretty straight forward, the concept needs to be understood first by students who are just getting started with SAP CRM Training. I will explain it with a couple of examples. Cross Selling is used in SAP SD as well and this concept could also be used by students current undergoing SAP SD Training  as well.

Up-selling Scenario :  Let’s say an Agent is speaking with a Customer to sell a particular mode of a Laptop ( say a 13″ macbook ). The Agent might also try to “up-sell” the customer to buy a Macbook PRO if the agent feels that the customer is willing to spend more money on the product

Down-selling Scenario : Same scenario as above – instead the Agent might “down-sell” the customer to buy a 13 ” macbook with a lower speed processor or lower memory if the Agent feels that the customer is not ready to buy the 13 ” macbook at the quoted price.

Cross-Selling Scenario : Same scenario as we started out with Up-selling  – instead the Agent might also sell the customer a “Time-machine Capsule” ( A Mac back-up product ) or poly-urethane sleeves for the macbook or some other accessories associated with the macbook.

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