Upselling, the Multichannel Way

And you may cannibalize some of your Web promotions if the Web has different specials and deeper discounts. So you’ll need to honor any discounts online to avoid a sense of bait and switch (although you may be able to convince customers to take an extra item or two).

You’re still investing in relationship-building, though. So if you decide that the pros outweigh the cons, consider the possible reasons why customers might call when they’re already online — or vice versa.