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Add Upsell Options

Increase average order values by configuring Upsell Options on your Products including Upgrade, Must Sell & Recommended items!

Jessica Nash avatar
Written by Jessica Nash
Updated over a week ago

Why do you recommend we set this up?

The Upsell Manager in the CRM makes it easier for your customer-facing teams to add more products to a customer's order in a helpful, intelligent way, based on what they're already ordering. By setting this up, you can create links between multiple products that should/can be sold together to help increase average order values.

If an Upsell link has been configured, when the product is added, the CRM user will be prompted to see if the customer would also like the linked products.

It's definitely not essential to set this up, but it can be useful for certain businesses if you sell products with associated items.

What are the Upsell Options in the CRM?

We've identified 3 key types of upselling which the CRM supports:

  1. Upgrade

  2. Must Sell

  3. Recommended


The Upgrade option could be classed as the more traditional form of upselling, where you offer the customer a 'better' version of the product they're wanting to buy. For example, a customer might want to buy a box of "Standard AA batteries", but the Sales person could persuade them to purchase the "Long Lasting AA batteries" instead, which will cost the customer more.

Must Sell

Sometimes, two products need to be sold together when purchased. For example, an alarm system may require a specific cable pack that only your business sells, as the alarm system won't work without it. Therefore, by configuring a Must Sell item with the product, it would force the CRM user to add this item in.


Recommended refers to other products that your business would suggest the customer buys alongside the product already selected. For example, an alarm system may require a standard AA battery for it to operate. This battery could be purchased from other places, not just from you - so it's not mandatory they add it in. But, to offer convenience to the customer, you could recommend they buy the AA battery at the time of purchase.

How do I set all of this up?

Step 1: Search for the Required Product

To set up an Upsell Manager link, use the Global Search to find the required Product. Once you've opened the Product record, navigate to the Upsell page on the left-hand side. 

To add a new Upsell link, click on the plus icon in the top right-hand corner. 

Step 2: Add Product to Upsell

By clicking on the plus icon, a Product Search will appear so you can search for the other item that you wish to link this Product to. Within the example below, we've searched for the Domestic Alarm System Product. Once you've found the required Product, click the 'Select' button to the right.

You'll then be able to review the two Products that you're linking and select the correct Link Type, which in this example would be 'Recommended'. For more information on the different Link Types, take a look at our article here

Once happy with your selection, click 'Create' and these two items will be linked. 

Additional Upsell Manager Options

Step 1: Setting a Ratio Quantity

Once you've set up the Upsell Manager link, there are further options that can be configured. Firstly, you can setup a ratio quantity for this particular linked product. For example, you may need to buy 2 x Battery Pack for this Alarm System. To set a ratio quantity, click on the pencil icon against the linked Product.

This will then open a side panel where you can type in the Default Quantity, which in this example would be 2, and turn on the Ratio Quantity Option. 

Step 2: Set up Further Linked Items

Another additional configure option that you can set is whether the Upsell Manager offers further linked items if they're setup. To do so, turn on the 'Offer Further Linked Items' toggle. 

Step 3: Add a Reason to the Upsell

Finally, you can also add a reason to why this product is linked. To do so, click on the Edit button which will open a text box for you to add information to. You can also add in rich text options. Once you've pressed 'Save', this reason will display when a CRM user is using the Upsell Manager on a Quote. 

For more information on how the Upsell Manager interface looks for your Sales team when creating Quotes and Orders, take a look at our helpful article here.

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