Upselling on the Phone

But, Bruggeman notes that even without this kind of technology, it’s still possible to craft an upsell program out of simple logic: Use a strategy to “double up for savings” or to try to sell a complementary product, such as suggesting a belt to match a pair of pants or shoes.

Know When to Back Off

Of course, there are times when it’s not a good idea to try to cross-sell or upsell a customer. This is when it’s imperative that telephone reps have the ability to flag a negative option to bypass the upsell on the software and go right to the close. “It’s important for reps to have some discretion over when to present the upsell or cross-sell offer. It is ineffective if reps feel forced into making an offer when they feel it is inappropriate,” Kislik stresses.