Win-Win Upselling (1,133 words)
To thank you for your order ... As one of our valued customers ... We'd like to offer you...
Depending on the program and whether it's inbound or outbound, the vendor may pay a fee every time the script is read or every time a customer accepts the featured upsell. Fulfillment and service for the program is completely handled by the vendor. Your company simply tags on marketing for the add-on to your existing telephone sales operation.
When evaluating such programs, be sure to investigate the vendors' program first (get a card or a membership and try it out yourself). Ask for references and explore issues like conversion rates and customer satisfaction with companies who have been clients for a while. And make sure you test before you roll-out any third party add-on campaign.
Mary Ann Falzone is president of Falzone & Associates, Chalfont, PA, a call center consultancy specializing in live representative and automated voice response telephone programs. She can be contacted at (215) 822-8941 or by e-mail at firstname.lastname@example.org.