Prepare Your Reps

Before you work out an upsell pitch, resolve the original reason for the customer’s call. If possible, use this original impetus or the specifics of your resolution to craft your customized approach. Find out if customers would rather place their orders online. Then the rep will need to get them to clickthrough to the right links. (Or, would customers rather the rep take care of that for them?) Also decide which screens you want customers to see while reps are handling the processing end.