In the world of E-Commerce, getting a customer to place an order is just one part of the journey. What really drives growth is how well you maximize the
value of every sale. That’s where upselling and cross-selling come in — two powerful techniques that help increase revenue and enhance the shopping
experience.
Let’s dive into what these strategies mean, how they work in your eCommerce sales funnel, and how to use them effectively.
What Are Upsells and Cross-Sells?
👉 Upselling
This is when you encourage the customer to purchase a more expensive or upgraded version of the product they’re already buying.
Example:
Customer adds a basic smartwatch to their cart. You show them a version with more features (like GPS, heart-rate tracking) for ₹1,000 more. That’s an
upsell.
👉 Cross-Selling
This is when you recommend related or complementary products to what the customer is already buying.
Example:
Customer buys a DSLR camera. You suggest a memory card, tripod, or lens-cleaning kit. These are cross-sell items.
Why Are Upsells & Cross-Sells Important?
They help you:
1. Increase Average Order Value (AOV)
AOV is one of the key metrics in eCommerce. If 100 people buy from your store and you increase each order by just ₹100 through upsells or cross-sells — that’s ₹10,000 more in revenue without any extra marketing cost.
2. Improve Customer Experience
Smart recommendations can actually help customers. If someone buys a laptop, a cross-sell suggestion like a laptop bag or mouse makes their life easier.
3. Boost ROI on Ads
You spend money on ads to get traffic. When you make more per order through upsells and cross-sells, your return on ad spend (ROAS) improves.
Where They Fit in the eCommerce Funnel
Your eCommerce funnel is the customer journey from awareness to purchase and beyond. Here's how upsells and cross-sells work at different stages:
🛒 Product Page
Offer upsells by showing premium options.
Offer cross-sells as “Frequently Bought Together” suggestions.
🛍️ Cart Page
Use subtle popups or sections to recommend add-ons like accessories, warranties, or gift wrapping.
💳 Checkout Page
Offer quick one-click upsells or last-minute suggestions (like extended support or faster delivery).
✅ Post-Purchase Page / Thank You Email
Offer products based on what the customer just bought. This is a great place for low-pressure cross-sells.
Examples of Effective Upsells & Cross-Sells
💡 Amazon’s “Customers Also Bought”
Amazon has mastered the art of cross-selling. When you add something to your cart, it shows what others usually buy with it.
💡 Orka Stores Feature
On platforms like Orka Stores, sellers can add smart upsell and cross-sell logic easily — by tagging related products and setting pricing bundles. This
boosts your AOV automatically without needing tech skills.
💡 Apparel Store Example
- Upsell: A customer selects a basic cotton T-shirt. Show them a premium version with better fit/fabric.
- Cross-Sell: Suggest a pair of jeans, cap, or matching shoes.
Tips to Make It Work Without Being Pushy
- Keep It Relevant: Show only related or logical add-ons.
- Be Clear About Benefits: Don’t just show a higher-priced item; explain why it’s worth the extra cost.
- Use Bundles or Discounts: Create combo offers to make cross-sells more attractive.
- Limit the Choices: Don’t confuse or overwhelm users. Show 2-3 options max.
- Test and Optimize: Use A/B testing to try different placements and products.
Common Mistakes to Avoid
❌ Offering unrelated products (camera + cooking oil?)
❌ Showing upsells that are too expensive compared to the original item
❌ Bombarding customers with pop-ups
❌ Not using mobile-optimized designs
Final Thoughts
Upselling and cross-selling aren’t just sales tactics — they’re customer service strategies. When done right, they help shoppers make better choices and help your store grow faster. It’s a win-win.
Whether you're a small business owner or scaling up your online store, implementing smart upsell and cross-sell strategies in your funnel can significantly
boost your revenue with very little extra effort.
So don’t just stop at the “Buy Now” button — use upsells and cross-sells to make every sale count.