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

With 50 percent of the company's sales coming in the two months before Christmas, cutbacks in upselling efforts were costly. For the 1998 holiday season, a technological upgrade solved the scripting problem, as well as the offering of already-ordered products. Using Decision POS, a PC-based script management software from ASA that integrates with ModelMax, Plow & Hearth could apply real-time predictive model scoring at the point of sale and establish simple rules-based logic for implementing cross-selling and upselling scripts. In other words, when a customer is most likely to accept an upgrade offer, Decision POS alters the script for the agent to make an item-appropriate suggestion.