Cross selling vs Upselling: What is the Difference and How to Use Them

Confused about cross selling vs upselling? While they both may sound similar, they play very different roles in sales.

Understanding the difference between upselling and cross-selling effectively increases your store’s revenue. But what exactly are upselling and cross-selling? How do they differ, and more importantly, how can you use them effectively?

In this blog, we’ll break down the differences between Upselling vs cross selling, explain how each can benefit your business, and provide tips on how to implement them effectively. Let’s get started.

Cross Selling vs Upselling: Differences

Cross selling vs Upselling has always been a point of debate and confusion for many store owners. Here’s a clear explanation on its differences and commonalities between them.

What is Cross selling?

Cross selling is a sales technique where sellers recommend additional or related products to an existing customer. 

An example of cross selling would be, imagine you’re ordering a burger at a restaurant. If the server suggests adding fries and a coffee to complete your meal, that’s cross-selling. They are offering you products that complement your original choice.

More Info: How to Create Cross-sells in WooCommerce

What is Upselling?

Upselling is a sales technique used by sellers to encourage customers to buy a more expensive version of an item, upgrade, or add-on in an attempt to make a more profitable sale.

An example of upselling would be if you are buying a coffee, upselling would occur if the seller asks, “Would you like to make it large for an extra dollar?” You’re still getting your coffee, but the seller is trying to increase your spend by offering a larger size.

More Info: A Guide to Upsell Products in WooCommerce

Cross selling vs Upselling – Comparison Table

Suggesting a memory card and lens cleaning kit as add-ons to the main product, the camera.	Upselling	Cross-Selling
Definition	Encouraging customers to buy a higher-end, more expensive version of a selected item.	Suggesting related or complementary products that go along with the item being purchased.
Objective	Increase the order value by selling a more premium version of the product.	Expand the order size by adding more products to the initial purchase.
Timing	Often presented during checkout as an order bump or through follow-up offers after initial purchase.	Usually occurs during the customers’ shopping process, suggesting related items before finalizing their purchase.
Sales Technique	Often relies on showcasing the superior features and benefits of a premium product.	Relies on understanding customer needs and suggesting additional products that meet those needs.
Examples	Suggesting a basic model camera to a premium model with more features.	Suggesting memory card, and lens cleaning kit as add-ons to the main product, camera.

Commonalities in Cross selling vs Upselling

Despite serving different purposes, cross selling vs upselling shares several strategic similarities. Here’s a list of it.

• Both techniques focus on increasing the average order value by guiding shoppers towards additional or enhanced purchases that improve their overall experience.
• Whether you’re suggesting a premium version of a product or recommending complementary add-ons, the goal remains the same in both: Delivering more value while growing store revenue.
• Both Cross sell and upsell rely heavily on timing and relevance. They are most impactful when presented at the right moment in the customer buying journey.

Also Read: How to time your Upsell offers

• Cross selling and Upselling benefit from data-driven insights, including purchase history, browsing behavior, and product relationships.
• Both of these methods can be enhanced through A/B testing, personalized messaging, and dynamic product bundles.

Also Read: How to Perform A/B Testing in Checkout Upsell?

How to do Cross selling in eCommerce?

In WooCommerce and eCommerce, tools like UpsellWP make cross selling simple by letting store owners choose a trigger product and pair it with relevant add-ons that appear at the right moment, without interrupting the buyer experience. These cross-sell products can be placed on product pages, carts, or even post-purchase.

When to Choose and Use Cross-Selling

This part delves into how to spot and take advantage of cross-sell opportunities. Learn the tactics for making these cross sell offers naturally during the buying process.

• When you have a broad product range
  • Cross-selling works best if your store has a variety of products that go well together. For example, if someone buys a paintbrush, suggesting they buy paints and canvas makes sense.
• At the checkout
  • Adding upsell suggestions at checkout when customers are already buying something can encourage them to grab a few more items. For instance, if they’re buying a book, you might suggest a bookmark at the checkout.
• When there is a promotional campaign
  • When there’s a sale or promotional event, customers are more open to exploring deals and buying more. Showcasing products that go well with items they are already interested in can boost your sales.

Using these tips, you can decide when it’s best to upsell or cross-sell, making sure your suggestions are helpful and likely to lead to more sales for your store.

Do’s and Don’ts in Cross selling

Some things you need to be aware of while doing cross-selling in your eCommerce store are listed below.

Do’s	Don’ts
✔ Focus on contextual relevance Cross-sell recommendations should align with the customer’s immediate purchase intent. Use product dependency logic (e.g., camera → memory card) and avoid generic “popular items.” Highly contextual offers convert up to 3–5× better and feel like part of the buying experience, not an interruption.	✘ Don’t interrupt the checkout flow Avoid full-page popups or complicated bundles during checkout. Anything that introduces cognitive load at a high-intent stage risks abandoned carts—one of the most costly mistakes in cross-selling.
✔ Prioritize “low-friction” add-ons Successful cross-sells typically fall under 10–20% of the primary product’s price. Lower-cost, accessory-type items reduce decision fatigue and encourage impulse acceptance—especially on cart and checkout pages.	✘ Don’t recommend products with unclear value connection If the shopper has to think about why the item is being suggested, the cross-sell fails. Avoid weak associations like “laptop → office chair.” Every offer should have a direct functional or experiential tie-in.
✔ Use behavioral triggers to increase uptake Incorporate elements like: 1. Social proof: “Bought together by 68% of customers.” 2. Utility cues: “Protect your device with…” 3. Loss aversion: “Don’t miss out on extended warranty coverage.” These triggers subtly justify the additional purchase without pushing hard.	✘ Don’t recycle the same offers across every stage Showing identical cross-sells on product, cart, and checkout pages creates “banner blindness.” Instead, sequence offers intelligently—for example, accessory cross-sells on product pages, warranty/add-ons at checkout.
✔ A/B test offer placement and sequencing Cross-sells on the product page serve discovery, while cart/checkout cross-sells serve conversion. Test different entry points, especially in WooCommerce environments where customer intent changes quickly.	✘ Don’t overwhelm users with multiple offers Presenting more than 1–3 cross-sell options leads to decision paralysis. Expert setups restrict recommendations to a tightly curated set tied to the original product.
✔ Personalize recommendations with real user data Leverage browsing history, past purchases, or cart behavior to tailor suggestions. Tools like UpsellWP let you create dynamic rules that prevent repetitive or irrelevant offers.	✘ Don’t push post-purchase items that complicate fulfillment Avoid suggesting items with different shipping classes or processing requirements on post-purchase pages. Keep one-click upsells limited to items that can ship together or be fulfilled without added cost.

Cross selling: Real-life Examples

Some examples of cross selling used by major brands are given below.

1. Sephora cross sell example: When a customer looks for a lipstick, Sephora suggests related cross sell products like micellar water, lip liner to increase the customer’s purchase value.

2. FlipKart cross selling example: When a customer is shopping for a pair of shoes, cross selling would be suggesting relevant/additional products like shirts or sandals that go well with the main product.

How to do Upselling in eCommerce?

Upselling encourages customers to choose a better, higher-value version of the same product they’re considering. With UpsellWP, you can automate premium product recommendations on product pages, helping customers make smarter choices while increasing your store’s revenue with no extra efforts.

When to Choose and Use Upselling

Here, we look at the best times to use upselling. Understand the signs that a customer is ready for an upgrade and how to make your upsell offer at just the right moment.

• Use upselling when you understand what your customer likes
  • If your customer often buys items from a certain category, you can suggest better products from that same category. This makes the offer feel more tailored to them and can help you sell more.
• When the customer shows interest in a product
  • It’s a good time to upsell when a customer is looking at a product. For example, if they are considering a basic smartphone, you might suggest a model with better features like a bigger screen, more storage, or a better camera.
• When you offer exclusive deals
  • Offering special deals or limited-time offers on more expensive products can encourage customers to buy. A 10% discount on a higher model might get them interested in spending more.

Do’s and Don’ts in Upselling

Some of the points to keep in mind while doing upselling are,

✘ Don’t attempt upsells too late in the journey. Showing an upsell at checkout is a common mistake. At this stage, users want to complete the purchase, not reevaluate product choices. Reserve checkout for cross-sells instead.	Don’ts
✔ Offer meaningful value upgrades – not just higher prices A strategic upsell highlights tangible improvements such as more storage, faster processing, premium materials, or extended features. The customer should immediately understand why the higher-priced alternative is better for them. Clear value = higher acceptance.	✘ Don’t push upsells that exceed 30–50% of the original product price High-price jumps introduce friction, increase scrutiny, and feel salesy. The upsell must feel like a reasonable upgrade, not a bait-and-switch.
✔ Use tier-based comparisons to anchor value Upselling is more effective when customers can see the difference between the base product and premium alternatives. Use: 1. Feature comparison tables 2. “Most popular” labels 3. Price anchoring (e.g., showing the mid-tier as the best value) This reduces cognitive effort and guides buyers toward the optimal upgrade.	✘ Don’t attempt upsells too late in the journey Showing an upsell at checkout is a common mistake. At this stage, users want to complete the purchase—not reevaluate product choices. Reserve checkout for cross-sells instead.
✔ Present upsells early—before the customer commits mentally Upsells work best on product pages, not the cart or checkout. Once a customer has emotionally committed to a product, their willingness to consider alternatives decreases drastically.	✘ Don’t upsell when the user’s goal is narrow or urgent If the customer is buying a product to solve a specific, immediate need, additional complexity can become an obstacle. Not every buyer is a candidate for an upsell, and forcing one can harm conversion rates.
✔ Limit upsells to a single, best-fit option Unlike cross-selling, where offering 2–3 items is acceptable, upselling should be hyper-focused. Presenting multiple upgrades reduces clarity and creates analysis paralysis. Your goal is to highlight the best possible next step.	✘ Don’t rely solely on price-driven upgrades A more expensive version isn’t enough. The perceived value gap must be clear. Avoid upsells that simply say “Premium Version—More Features!” without explaining which features matter.
✔ Use personalization based on real behavioral indicators Upsell acceptance increases when based on: 1. Past spending patterns 2. Browsing depth (e.g., viewing premium tiers multiple times) 3. Cart value and category preferences UpsellWP rules can dynamically tailor premium recommendations based on this data.	✘ Don’t repeat the same upsell across every product Lazy upsell strategy dilutes trust. Each upsell should be tightly tied to the core product. Broad, generic recommendations feel automated and reduce relevance—one of the biggest killers of upsell conversions.

Upselling: Real-life Examples

1. Apple Upselling example: When shopping for an iPhone on Apple’s website, customers are often recommended a premium version of the iPhone to increase their purchase value.

2. GoPro upselling example: When a customer looks at a basic model, GoPro’s website suggests considering a more advanced version that captures superior footage.

Cross selling vs Upselling – Which is better?

There’s no clear winner to Cross selling vs Upselling debate. Upselling focuses on upgrading the single product the customer intends to buy, whereas cross selling aims to increase the total number of products purchased.

Both upselling vs cross selling aim to increase average order value and sales; they do so in different ways. Also, you might wonder, “Should I focus on one more than the other?

Eventually, cross selling vs upselling, it’s not about choosing one over the other; it’s about finding the right balance between them and using both in a correct way.

Balancing Cross selling vs Upselling

Now that you know what upsell vs cross sell, let us see how to properly balance cross selling vs upselling. It’s about understanding the customer’s situation and offering products that truly make their shopping better.

1. Understand the Situation: Not every shopping upsell/cross-sell opportunity is the same. Sometimes a customer is looking for something better than they originally planned (upselling), and other times, they might not know they need something until you suggest it (cross-selling).
2. Meet Customer Needs: The key is to meet your customers where they are. If a customer seems hesitant about price, they might not be a great candidate for upselling, but might appreciate cross-selling additional, lower-cost items that complement their purchase.
3. Enhance Shopping Experience: Both strategies should aim to enhance the shopping experience. Upselling should feel like an upgrade, while cross-selling should feel like discovering something new and useful.
4. Create Value: Ultimately, both techniques should create value for customers. This means offering upsells and cross-sells that are genuinely useful and relevant, not just attempts to get more money out of them.

After balancing both upsell and cross sell, knowing when to use each method is important for using them effectively.

Where to Show Upsell and Cross-Sell Offers

In this section, we explore where in the shopping process you can effectively put upsell and cross-sell strategies to work. 

• Checkout Page: Offer upsells, or cross sells just before finalizing the purchase.
• Cart Page: Suggest cross sell offers or upsell offers, or cart add-ons in the cart page, enhancing the likelihood of adding more products.

More Info: How to Add WooCommerce Upsells on Cart Pages and Side Carts

• Product Pages: Display frequently bought together products as upsell or cross sell offers or offer small, relevant product add-ons in the product pages.
• Post-Purchase Offers: Show your order bumps before or after the customer’s order to increase the conversion rate.
• Upsell Popups: Use Upsell pop-ups to present higher-value items or bundles when customers show interest in a product.
• Thank You Page: After a purchase, thank the customer and suggest additional products that could interest them based on their purchase history.

More Info: How to Show the Related Upsell Products on the Thank You Page

Alternatives to Cross selling and Upselling

1. Downselling

Downselling is when you offer a more affordable or simpler version of the product if a customer shows hesitation.
It’s a great way to save a sale instead of losing the customer completely.

Example:
If someone is unsure about buying a $120 premium plan, showing them a $60 basic plan increases the chance they will still complete the purchase.

2. Product Bundling

Bundling groups related products together into a single, value-focused package.
This helps customers feel like they’re getting everything they need in one go, without being separately “sold to.”

Example:
Instead of cross-selling skincare items one by one, offer a “Complete Skincare Starter Kit.”

3. Loyalty & Reward Programs

Instead of recommending extra items during checkout, you can motivate customers to come back with points, cashback, or rewards.
This doesn’t increase order value instantly, but boosts long-term loyalty and repeat purchases.

Example:
“Earn 100 points for every purchase and redeem them for discounts.”

4. Subscription or Replenishment Models

Subscriptions help you secure recurring orders without asking customers to buy more at checkout.
This works especially well for products people need regularly.

Example:
“Subscribe & Save 15%” for pet food, vitamins, or coffee.

5. Cart-Level Incentives

These are simple motivators that encourage customers to add a little more to reach a reward or unlock savings.

Example:
“Spend $75 to get free shipping” or “Add $10 more to get a gift.”
Shoppers naturally increase their order value without you having to recommend specific products.

6. Guided Selling Tools (Quizzes & Product Finders)

Product quizzes and recommendation tools help customers choose the right product from the start.
This reduces confusion and minimizes the need for upsells or cross-sells later.

Example:
A quiz that helps customers pick the best laptop based on their usage (gaming, travel, office).

7. Social-Proof Based Recommendations

Instead of manually suggesting products, you can show what other customers commonly buy.
This creates trust and encourages people to choose popular combinations or bundles.

Example:
“Best-Selling Kits”
“Customers’ Favorites This Week”

These naturally guide shoppers toward higher-value purchases without feeling like a sales push.

Conclusion

Cross selling vs Upselling really depends on your own business situation—like what kinds of products you sell, who your customers are, and the type of shopping experience you want to give.  By knowing how each strategy works and using it smartly, you can increase your sales while making your customers loyal. 

Mastering cross selling vs upselling also involves creating a buying journey that feels genuinely personal and helpful to your customers. With the right tools like UpsellWP, you aren’t just increasing order value, but building a brand that customers trust and recommend.

Best Guides for Your WooCommerce Store:

• 5 Best WooCommerce Upsell Plugins
• 5 Best WooCommerce Order Bump Plugins to Enhance Upselling
• 5 Best WooCommerce related products plugins (Compared)

Frequently Asked Questions