While companies frequently move call center operations off-shore for better cost-savings, they routinely neglect the fact that only 21% of customer contacts lead to cross-sell and up-sell opportunities, the true measure of a call center's effectiveness. Nearly 60% of call centers fail to even practice cross- selling and up-selling during customer interactions. At that rate, those call centers will struggle to turn a profit.
"How to Win at Upselling and Cross-Selling"
- Soothe Customers - and Increase Sales
- Let the customer vent.
- Don't snow the customer with policies and regulations.
- Never make the customer wrong!
- Defuse the customer's anger.
- Ask open-ended questions ... but only after giving the
- Customer ample time to vent.
Closing The Sale
- Take charge of the call.
- Use command words.
- Sell the product's benefits, not its features.
- Appeal to emotion, not intellect.
- Close on an upbeat note.
Cross selling and upselling Benefits
- Build rapport and connect with customers
- Reduce escalated and repeat calls
- Delight upset and complaining customers
- Increase call productivity and quality
- If relevant, upsell and cross-sell
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