Agent up-selling and cross-selling

Your TV box doesn't seem to be working at home, the big game is on and you’re going to miss it. After being on hold for an hour you then spend a frustrating period of time going back and forth with an agent before the channel you need finally starts working – but the game is now over. Just before you hang up, the agent asks, ‘By the way, would you like to upgrade for £60 more?’You decline and make a mental note to cancel the entire subscription for a better service.

Generally, customer service leaders believe that with just a few simple steps, they can transform their customer service department from a cost centre to a profit centre.

However, it’s not to say that cross-selling and up-selling isn’t a huge opportunity, it just means that you should carefully train your agents on how to spot opportunities and how to act on them.

Unsure of where to begin? Then keep reading.

Don’t let your agents get distracted

Before agents try and sell another product or service, they should solve the problem the customer has in the first place. Firstly, it helps build trust, and people are more likely to buy from the people they trust. Secondly, it helps the agent get a better understanding of the situation and the customer's needs which can then lead to a potential sale.  

If you intend to make sure your customers have everything they need, they will be filled with gratitude and thanks.

Work with your agents! Identity and define sale opportunities

The first thing you should think about when a frustrated caller phones in is not to pitch a sale. They are already aggravated about a service or product you provide and want a simple solution. The first thing you should do to avoid this is to train your agents to listen to clues for possible up-sells and cross-sells.

For example, let’s say a customer recently purchases a laptop and mentions they have spilt a coffee on their previous one, a possible cross-sell would be to extend their warranty. If your agent identifies from a list of keywords that the caller is the right person, they can then upsell a particular product.

Providing Value

When it comes to making a pitch, your agent should have already understood the customer's initial problem, understood their needs and identified an opportunity.

Your agent can then better understand the customer’s needs and interests and offer them more specific benefits that are more likely to make a sale. For example, “Since you watch five films for £30 a month, we can offer you unlimited films for £25 a month.” Rather than stating, “This movie channel can save you a lot of money”.