Telephone Upselling: Be Realistic and Not Pushy, Kislik Advises

4. Choose your pitch wisely. Consider the fine line between simply asking customers if they want to hear about a special you’re offering vs. a “Because of what you just ordered, I have a special offer for you” approach.

The approach that works for your catalog, Kislik said, “is the approach your operational culture will sustain. Asking customers if they’d like to hear offers is less threatening, and reps can work more easily with that approach. “On the other hand,” she said, “you don’t give customers a choice if they don’t know what kind of offer they’re deciding on.”