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

On the other hand, Plow & Hearth's item-specific upsell program was rather rudimentary, says Hay. "For example, an agent would try to upsell cushions to someone who was buying our presidential rocker," he says. "There was not real scripting. A box would pop on the agent's screen. It wasn't very friendly, it was difficult to read, and it would always pop up, regardless of whether the customer had already ordered the cushions or not."