Telephone upselling is a common sales technique where the telephone representative encourages the customer they are speaking with to purchase more in order to generate more revenue. This is a very successful sales tactic to encourage upgrades, add on services or bigger ticket purchases.
Here are a few ways to maximize your telephone upselling results.
Extend the Customer Relationship
In many cases, customer service teams may be uncomfortable with selling. If this is the case, enrolling the team in sales training will empower them to sell products and services that truly provide measurable value. It is much easier for a customer service based team to upsell when it becomes an extension of providing excellent customer service.
Use a Customer Relationship Management system (CRM)
CRM systems allow companies to store data on their customers. This typically includes demographics, sales history and correspondence logs. Using a CRM will provide your team with customer data allowing them to offer targeted upselling solutions. Offers that are specifically targeted to a customer are much more likely to be well received.
Leverage On-Hold Systems
When customers are placed on-hold, it is prime time to help boost any sales messaging your team might be using. A captive audience is much easier to reach! Use this time to let customers know about possible upselling incentives. Using this time as an initiative will plant the sales seed and allow for the conversation to move to an upsell position much more organically.
Offer Telephone Upselling Incentives
Many teams respond well to internal incentive programs. Humans are naturally attracted to rewards and competition. Offering daily, weekly and monthly quotas with prize levels attached can help your team get into the selling frame of mind. Research suggests that the incentives don’t need to be grandiose and expensive to be effective. Creating goals that are achievable is the main objective. Having goals that are harder to reach will have the opposite effect.
Set Realistic Expectations
Telephone upselling can be an attractive revenue generator, but know when to pull back. Excessive sales tactics can have a polarizing effect, often leading to lost sales and possibly lost clients.
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