With upsell, you offer customers additional treatments or products that complement their chosen treatment. For example, if a customer books a colour treatment, you can immediately suggest (either as a mandatory or optional extra) a toner. This helps you generate more revenue without having to create countless treatment combinations yourself.
Upsell operates in two areas, which you can enable or disable separately:
Upsell at the POS: when processing a payment, your staff member receives a notification suggesting additional treatments or products they can offer the customer.
Upsell for online bookings: your customer is offered additional treatments whilst booking online.
| Upsell at POS | Upsell for online bookings |
Who sees it? | Your employee, at the POS | Your customer, whilst booking online |
What do you offer? | Services and products | Services only |
Make it mandatory? | Yes, can be set as mandatory or optional | Yes, can be set as mandatory or optional |
Does it appear in the agenda? | No, only on the invoice | Yes, immediately after the service |
Important: the upsell settings can only be accessed via the business account and are configured on a salon-by-salon basis.
How do I set up upsells?
You set up upsells for individual services (not for combination services). You can configure the upsell settings for the POS and online bookings on the same screen.
In the menu, go to Settings > Upsell.
In the top-left corner, select the salon for which you want to configure the settings. Below that, on the left-hand side, you’ll see all your individual services, organised by category.
Click on the service for which you want to set up upsells, for example, Hair Colour.
Under ‘Settings’ on the right, enable the upsell where you want to use it:
‘Upsell in POS’ for upsells at the checkout;
‘Upsell in booking module’ for upsells on online bookings.
Use the toggle switch to select whether the upsell is mandatory for each location.
| Mandatory | Optional |
In POS | Your emloyee cannot complete the payment without selecting at least one additional product or service. | The upsell is a suggestion for your employee, but the payment can also be completed without selecting an additional product or service. |
For online bookings | Your customer cannot proceed with the booking without selecting at least one additional service. | Your customer can also proceed without choosing anything extra. |
Under ‘Configuration’, select what you wish to offer: the products on the ‘Product’ tab, and the services on the ‘Service’ tab.
Click ‘Save’.
Please note: for online bookings, you can only offer treatments as upsells. Any products you select will only be displayed at the checkout.
Can I set a minimum number per category?
Yes. Under ‘Configuration’, you’ll see the upsell services grouped by category. For each category, you can toggle the ‘Mandatory within category’ switch and use the – and + buttons to select the minimum number.
Example: you have a ‘Follow-up Services’ category with 5 services and set a minimum of 1. Your customer or employee must then select at least 1 follow-up service before they can proceed.
Upselling at the POS
What does upselling look like at the POS?
When your employee processes a servoce with an upsell, a notification appears on the POS showing the additional products and services you have set up. Your employee selects what the customer would like to add, after which it is included on the invoice.
Is the upsell mandatory? If so, once your employee has chosen a payment method, they will not be able to click ‘Complete payment’ until an additional product or service has been selected. Once selected, the payment can then be completed.
Once the payment has been completed, the upsell is finished: you have sold one or more additional products or services.
Upsells for online bookings
For online bookings, your client chooses the additional services themselves whilst booking. The selected upsell is immediately added to the agenda and is included in the price and in any upfront payment.
How do upsells work for combination services?
You always set upsells for individual services. If such a service is part of a combination service, the upsell will automatically appear when your customer books that combination.
If a package consists of three individual services, each with an upsell, your client will see the upsells for all three services in a single window.
If the upsell is compulsory for one service but optional for another, it is considered mandatory for the entire combination.
Each selected upsell is booked immediately after the individual service to which it relates, rather than after the entire combination service.
In the booking overview, you will see the name of the combination, followed by the selected upsell(s).
What does upselling look like for my client?
As soon as your client selects a service with an upsell in the ‘Service’ step, a window opens showing the additional services. In this window, your customer will see:
the selected service at the top;
the additional services, grouped by category, with duration and price (if you display prices/duration online);
whether a selection is mandatory for each category and the minimum number of services that must be selected;
at the bottom, the total time and price for this treatment, including the selected upsell
With a mandatory upsell, your customer can only click ‘Continue’ once they have selected enough additional services. With an optional upsell, your customer can also continue without selecting anything extra. Once your customer has made a selection, the ‘Edit’ button will appear next to the selected service. Clicking this reopens the window, allowing your customer to adjust their upsell selection.
Please note: If an upsell service has an upsell set for it, we will not display it.
Which employees and times will my client see?
An upsell treatment works online in exactly the same way as a standard service: it must be bookable online.
If the upsell service is not available for online bookings with any employee, we will not display it at all in the booking module.
In the ‘Employee’ step, we only show employees who have both the selected service(s) and the selected upsell(s) available for online booking. Your customer can also select ‘No preference’.
Have you enabled cross-booking? In that case, the upsell can also be carried out by a different employee. Your customer can then choose an employee for each service and for each upsell.
In the ‘Date and time’ step, we only display time slots in which the selected services and the upsell(s) are available with the chosen employee(s).
How is the upsell scheduled in the calendar?
A selected upsell is always scheduled immediately after the service to which it relates. The services themselves are scheduled in the order of your service ranking (Profile).
Example: your client books a colour service with a toner upsell and a blow-dry with a styling upsell. This will appear in the calendar as follows:
Colour Service
Toner
Blow-dry
Styling
The upsell is also added to the appointment and to the invoice you generate from the appointment.
What about prices and prepayment?
Prices: if you display your prices in the booking module, we’ll also show the prices of the upsell services.
Dynamic prices and times: for both the selected service and the upsell, we take into account the dynamic prices and times of the selected employee. The price shown in the booking module, for upfront payment and at the POS, is therefore based on that employee. The same applies to the time slots and duration in the agenda.
Upfront payment: The upsell counts as a standard service. If upfront payment applies to all services, your customer will also pay for the upsell in advance. If you have set upfront payment to apply only to specific services and the upsell is not one of them, then your customer does not need to pay for the upsell in advance.
How do the POS and the online bookings work together?
Whether you receive an upsell notification at checkout in POS depends on where you’ve enabled upsells and where the agreement was made. This prevents your customer from being offered the same upsell twice.
Upsell enabled for | Appointment booked via | Upsell notification at POS? |
POS and booking module | Online booking | No |
POS and booking module | Salon | Yes |
POS only | Online booking or salon | Yes |
Booking module only | Online booking or salon | No |
If upsell is only enabled for the till, your customer will not see any upsell options when booking online either.
Frequently Asked Questions
My employee cannot complete the payment at the POS.
Upsell is probably set to ‘mandatory’ for the POS. Your employee must therefore first select at least one additional product or service.
I am not receiving an upsell notification at the till for an online booking.
That is correct if upsell is also enabled for the booking module: in that case, your customer has already been offered the upsell online. See the table under ‘How do the POS and online bookings work together?’
My client can’t see the upsell in the booking module. Why is that?
Check whether ‘Upsell’ is enabled for the service in the booking module and whether you’ve clicked ‘Save’. Then check whether the upsell service is available for online booking with at least one employee.
My client cannot proceed any further in the booking module.
The upsell is probably mandatory, or there is a minimum number required per category. Your client will therefore need to select enough additional services first.
Can I offer products as upsells online?
No, online you can only offer services as upsells. However, you can use products as upsells at the POS.
Can my customer still change the upsell later?
Yes, whilst booking, using the ‘Change’ button next to the selected servcice.
Question not answered? We’re happy to help via our Intercom chat.