Win-Win Upselling (1,133 words)
Secondly, Joe Bithead, the tech support rep fielding the call, may not have access to accurate information about which release the bank is currently using. Or he might lack the selling skills or mindset to make the sale. Likewise, he may feel that his job could be at risk if the new release reduces trouble calls to his technical service department.
When up- or cross-selling to consumers, campaigns are typically less complex, particularly on inbound calling programs. Either you need to know what you've sold them in the past (and what their future needs are likely to be) or you don't.
Let's go back to the computer example, this time for personal use. When I want to add an internal modem and fax broadcast software and call the Add-On Peripheral Department of my computer manufacturer, I expect the rep who fields my call to access information about my current system via my customer number and to recommend a product that's compatible and easy to install and use.
On the other hand, when I call to order general merchandise from a catalog, I may be interested in hearing about other items whether or not they're related to past or current purchases. When offering discounted items, customers may be more receptive when asked for their permission to be pitched: We also have a number of telephone specials today, would you like to hear about them?
In addition, add-on upsell and cross-sell programs from third party vendors have become increasingly popular with both direct marketers and their customers because they can help reduce the cost of providing telephone service while introducing customers to added value products or services.
Here's how they work: your company adds a pitch for the vendor (a free pre-paid calling card or free trial membership in a discount buying service or travel plan, for example) to the end of the sale verification as a thank you: