Contributions to Profit How to Boost Your AOV

Cross-selling via the Contact Center

If you find that your software already includes cross-selling functionality, it may just be a matter of turning it on — that is, associating what products go together and then writing customer service rep (CSR) scripts. Rule of thumb: The closer the cross-sell item is to the original product, the more likely it is to be purchased. Have your merchandising staff select appropriate items, and test product offerings until you find the right combination. Once implemented in your contact center, the system will prompt your CSRs with built-in software scripting as part of the ordering process. With training, CSRs can become adept at gently steering customers toward cross-sell items.