Cross-selling
Cross-selling offers an additional distinct product or service to an existing customer. It can be part of customer extension where the additional offer is relevant and useful. The organisation should assess demand, delivery capability, incremental margin and longer-term relationship effects. An extra sale does not automatically demonstrate that the customer’s needs or the organisation’s objectives were met.
Worked example
A customer buying a software service is offered an optional training package suited to how its staff will use the system. The package is a separate complementary service.
Common mistake
Do not confuse cross-selling with acquiring a new customer or with moving the customer to a more extensive version of the same offering.
Where it appears in your exams
| Qualification | Exam | Relationship | Period |
|---|---|---|---|
| ACCA | SBL | Supporting | September 2026–June 2027 |