Ops & Fulfillment: The latest techniques in multichannel upselling, warehouse advancements and returns processing

By Liz Kislik

Offer Options

In addition to requiring training, reps will have to possess sound judgment to choose the best timing for an upsell offer. If the offer is geared specifically to a product the customer is choosing or to a specific circumstance the customer has noted, the offer should occur as close to the purchase or discussion as possible. If the call is plain vanilla, though, with the customer requesting item after item, then your rep can offer a generic upsell at the end of the call.