As a rule of thumb, up-selling or cross-selling should be done under two conditions:
1. Customer interest
2. Customer readiness
My suggestion: Be polite and ask for permission before "pitching" additional products or services to customers. Accept a "no" and do not push. In general, up-selling or cross-selling is most successful when it is natural. Meaning, the call center agent can link additional selling to a topic or issue that was just discussed or to a specific product or service the customer is already using. When the cross-sell is actually adding value to customer, it will be successful. Additionally, when the up-sell or cross-sell is offered after real value was delivered to customer in the form of solving a problem, it has a higher credibility and therefore a better likelihood of success.
Dig Deeper on Customer experience (CX) management
Related Q&A from Lior Arussy
Find out the best way to use a customer segmentation strategy to design a retention model that allows you to hold onto current customers and provide ... Continue Reading
Read about how to make a more customer-centered and innovative workplace organizational culture, with tips on collaboration, education and the voice ... Continue Reading
Learn customer experience metrics, including how to track and measure the impact a website redesign may have on the online customer experience, in ... Continue Reading
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.