Cross-/Up-Selling in Internet Sales 

Use

The purpose of cross-selling is to support your sales efforts by suggesting additional products to those already selected by the customer. The aim of these suggestions is to get the customer’s interest and encourage further buys.

The purpose of up-selling is to support your sales efforts by suggesting alternative, higher-value products to those already selected by the customer. The aim of these suggestions is to get the customer’s interest and encourage the customer to buy more expensive products instead.

Cross-/up-selling products are offered to the customer both in the Web catalog and in the current transaction or shopping basket.

For more information on the technical background to cross-/up-selling, see Cross-Selling, Up-Selling and Down-Selling.

In the shopping basket, cross-selling rules are not supported with more than one leading product.

Down-Selling is not supported in SAP Internet Sales.

Prerequisites

You have made the following settings in Web-based shop management during maintenance of your Web shop:

·        You have activated Cross-/Up-Selling and Accessories.

·        You have assigned a method schema which determines the cross-/up-selling products.

You can find more information on creating a method schema in the Implementation Guide (IMG) for Customer Relationship Management under Marketing ® Product Proposals ® Create Method Schema.

·        If you want to offer your customers global cross-/up-selling products in the shopping basket, you have maintained the Target Group for Global Cross-/Up-Selling field.

·        If you want to offer your customers personalized cross-/up-selling products in the shopping basket, you have selected the Personalized Cross-/Up-Selling field.

Activities

Determining global cross-/up-selling products

The system determines cross-/up-selling products on the basis of the assigned target group. These cross-/up-selling products are displayed to all Web shop customers in list form for all items that have cross-/up-selling products.

Determining personalized cross-/up-selling products

·        In B2C Internet Sales:

The system searches through all target groups and/or profiles that the customer is assigned to, and determines appropriate cross-/up-selling products.

If this search is unsuccessful, the standard target group (if maintained) is used as the basis for the search.

·        In B2B Internet Sales:

The system searches through all target groups and/or profiles that the business partner (role: contact person) is assigned to, and determines appropriate cross-/up-selling products.

If the search was unsuccessful, the system searches through all target groups that the business partner (role: sold-to party) is assigned to, and determines appropriate cross-/up-selling products.

If this search is also unsuccessful, the standard target group (if maintained) is used as the basis for the search.

Target group and profile independent cross-/up-selling products are also determined, if this is specified in the method schema.

The determined cross-/up-selling products are displayed for the customer in list form for all items that have cross-/up-selling products.

Copying personalized cross-/up-selling products

If the customer decides to buy a cross-selling product, he or she can add this to the current transaction or shopping basket through.

If the customer decides to buy an up-selling product instead of the originally selected product, he or she can replace the product originally selected with the up-selling product in the current transaction or shopping basket.

See also:

You can find more information in the SAP Help Portal under SAP Customer Relationship Management ® CRM Enterprise ® Marketing ® Product Proposals.