It’s all in the name.
Mention cross sell or up sell to customer care people and they cringe. I know, I’ve been training these skills for years to people on counters and front of house who were never recruited to sell.
So let’s change the name to upgrade.
“Are you looking to upgrade?” sounds alluring and inviting rather than “Would you like this model instead?”
So use the word upgrade whenever you want the customer to consider an additional product or a more expensive model, you’ll be amazed with their positive reaction.
