An up-sell is to get the guest to spend more money – buy a more expensive model of the same type of product, or additional features that relate to the product in question. A cross-sell is to get the guest to spend more money by adding more products from other categories than the product being viewed or purchased.

Say the guest is planning a special anniversary dinner with his wife at your hotel. He comes to reserve a table in your restaurant for a 3 course table d’hôte dinner with a bottle of domestic house wine. You offer:

• A three course table d’hôte seafood dinner in the private gazebo on the restaurant lawns with a bottle of champagne ~ Up-sell, same product family, more expensive
• A couples Swedish Massage at your spa followed by a 3 course table d’hôte seafood dinner in the private gazebo on the restaurant lawns with a bottle of champagne ~ Cross-sell