Upselling on the Phone

Bruggeman notes that TSRs who are expected to make upsell/cross-sell offers need product training. “They need to know the whole product line and which items are appropriate for upsell/cross-sell in particular situations—we call them add-ons.”

Also important for successful execution, says Bruggeman, is to train reps in what he calls a “positive assumptive close.” He explains, “Phrase the question so it assumes a positive response, as in ‘I’m sure you’d enjoy some of our cheesecake with those steaks.’”