Sell Your Reps on Upsell Programs

In this way, the customer makes a decision about buying the specific product offered instead of deciding whether to hear about whatever products happen to be available.

If a customer rejects the first product, it makes sense to suggest an alternative and avoid creating a possible impression of “Don’t want it? OK, I’m dumping you.” Instruct reps to stop at two offers, unless the customer asks if there’s anything else available. And whether or not an upsell attempt is successful, the rep always must show appreciation for the customer’s original order.