Suggest an additional product when it solves a stated need, and make the suggestion easy to decline.
Start with relevance
A companion product is useful when the relationship is clear: a compatible part, a care product, or an accessory the shopper asked about. Explain that relationship in plain language. Do not imply compatibility when the catalog does not confirm it.
Respect the original budget
If a shopper gives a budget, keep it throughout the conversation. An upgrade may be worth explaining, but identify the extra cost and the specific difference it buys. Avoid silently replacing an affordable option with a more expensive one.
Choose the right moment
Resolve the original question first. A shopper waiting for a delayed order does not need a sales suggestion. Product advice belongs in a discovery conversation where it helps with the shopper’s stated task.
Use a single relevant suggestion and let the shopper decide whether to explore it. Repeated prompts can undermine an otherwise helpful interaction.
Check the experience, not just the basket
Review sample recommendations for relevance, tone, and factual accuracy. If you track orders connected to the assistant, compare like-for-like periods and document the attribution rule. Treat a larger basket as one signal, alongside customer feedback and the quality of the advice.
Try the idea in your own store.
Explore the assistant and see how a useful conversation feels.
Experience Convi