Profile on Plow & Hearth--Reaping What You Sow (2,623 words)

Upselling on the Phone

Improved data modeling is having a positive impact on other aspects of Plow & Hearth's business—the call center in particular.

Plow & Hearth has a long-standing upsell program called phone specials. Hay explains, "These historically were one-size-fits-all offers, usually low-price, impulse items that we offer at the end of a transaction after a customer has already made his or her choices. We have had this program in place a couple of years now and it was fairly successful. I wouldn't say we had astronomical penetration, but it was definitely generating good incremental income for us."