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7 Tips How Can Customer Support Help Upsell And Cross-Sell?: №1
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7 Tips How Can Customer Support Help Upsell And Cross-Sell?

January 31, 2022
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While no two organizations are alike, the one goal that every business in the world has in common is to increase profit margins. It may be primarily the sales department's responsibility, but every team and individual inside the firm may increase earnings.

It includes how to upsell to a customer. It is frequently disregarded for upselling and cross-selling principles. They often deal with customers after the product has been sold and the consumer has questions.

Difference Between Cross-Selling and Upselling 

Upselling and cross-selling are slightly different. Upselling is common in businesses specializing in selling their products on a subscription basis, often selling upselling. The primary goal is to persuade the consumer to upgrade their subscription to a higher membership level, which will undoubtedly obtain a better product.

Cross-selling focuses on informing customers about peripheral extras to improve their user experience. Therefore, it should be targeted precisely at items they have already purchased.

Let's look at some strategies and recommendations that your selling customer service support can use on the front lines to promote upsells and cross-sells.

7 Tips to Cross-Sells and Upsells With Customer Support

Consider the needs and goals of the customer

The recommendations are personalized to a customer's needs and goals. Then upsells and cross-sells are most effective. Customers rarely visit customer upsell service, expecting to hear a sales pitch. Spend your time instead of figuring out why they chose your business. Find out their goals and how to upsell a customer your products or services can help achieve them.

Instead, try to listen to your customers one-on-one to determine what purpose they are attempting to achieve with your product. Once you understand why a customer is a client in the first place, you'll be able to market them something they'll genuinely want.

Be transparent

It's critical to remember that upsell and cross-sell pitches and cross-customer service are ultimately sales pitches while making them. So, for example, don't tell a consumer all about a feature's benefits and encourage them to use it. Instead, just to say that it's only available if they upgrade to a plan that costs $100 more per month.

Instead, tell them about a feature on a higher-tiered plan that you believe they'll appreciate and ask if they'd want to learn more about it. In this manner, you avoid making clients feel as if you've deceived or fooled them into spending more money. You can be confident that each pitch you create will strengthen their bonds with your company.

Provide value

It's critical to demonstrate value to customers while upselling to a customer or cross-selling techniques. Once your agents have handled the customer's initial problem, it's time to make the pitch. Recognized their needs and identified an opportunity. Your staff must connect your customer's wants with one or two interests. Rather than simply stating features or benefits in isolation.

We, at Simply Contact, know that it's critical to focus on offering value as you explore ways to create upsells and cross-customer service. It entails not just thinking up new ways to describe the value of your products but also deciding whether that value is valid for individual clients.

Engage with satisfied customers

When it comes to upsells and cross-sells, timing is crucial. Pay attention to the context of each customer interaction. For example, only make pitches when the customer has already expressed satisfaction with your brand.

For example, if a consumer approaches you because they are unhappy with your service, this is certainly not the moment to upsell them.

However, if a consumer contacts you with a basic query, you may use this as an opportunity to assess their overall pleasure with your brand. First, provide the information they’re looking for, then ask how happy they are with your product or service. If you find the answer negative, then try to resolve it.

Your target audience comprises a few core user groups. Each group has slightly different wants and aspirations and buying behaviors. Identifying these segments can help you make relevant offers. Also, look for methods to upsell and cross-sell.

You might use this information to target your upsell attempts just toward enterprise-level users. Then, you can avoid making ideas that are unlikely to work out this way, and you can be confident that the ones you offer will satisfy those customers.

Identify and define sales opportunities with the help of agents

Customers will have a jarring experience if a person pitches products or services abruptly. Knowing whether to postpone or even omit a sales pitch is crucial. Frustrated callers, or anyone who is whining, should not be chosen for your agent's sales presentation. Instead, train your salespeople to listen for upselling and cross-sell opportunities.

For example, if a customer has recently purchased a mobile phone and mentions spilling coffee on their prior one. Then an extended warranty could be a possible cross-sells and upsells. You can give your agents a set of "trigger phrases" or keywords that state whether or not a caller is a good fit for a specific product.

Take into account the budget of customers

Due to budgetary constraints and company size, some customers will be unable to use the highest tier of the product you're selling support. Therefore, it's critical to adapt these sales strategies to the client's budget while you're using them. Trying to sell someone something they would never use is an ineffective strategy.

When not to Upsell and Cross-Sell

Upselling too aggressively or too often can make a customer feel as if you're attempting to drain them dry. And in an e-store, vampirism is never a desirable trait. When you try to upsell something even more expensive than the initial offering, for example, it's a dead giveaway, especially if it's unrelated. If someone buys a single album from you, it is generally overkilling to suggest a new high-end stereo to listen to it.

When presenting the upsell to the customer, don't mention the price. You want them to think about the value the new offer will provide when combined with the item they just brought, not how much it will cost them.

Cross-selling can be a little more complicated if you provide services because it's tougher to foresee when someone will need something done than predicting when they will be interested in another product. In addition, many people assume that cross-selling doesn't work in several services and specialist industries, such as law. However, it's understandable because unless you're frequently sued, you'll usually only need one lawyer at a time.


The first guideline of cross-selling and upselling is that the offers must be reasonable and benefit the customer. The idea is to constantly create a win-win situation for your customer, not to force them to buy something they don't necessarily want or aren't interested in.

Aside from that, they're just like any other sales strategy. Depending on the execution, they might be poorly done or successful. Of course, customers will be irritated, and your website will become cluttered if you overuse them or push them too firmly. When done correctly, though, it will significantly impact both your bottom line and client happiness. And in the end, you'll be better off, as will your consumers and any affiliates you work with.

Upselling and cross-selling are two tactics that can significantly boost a company's income. They shouldn't, however, be restricted to your sales crew. Your support team may utilize these strategies to create sales and help your customers receive more value from your brand and products if they take the appropriate approach.

Customer service representatives should be customer service-oriented. Upselling and cross-selling may appear odd to them. They don't want to seem overbearing or harsh. It's easier to swallow these prospects if you think of them as an extension of the world-class service you already provide. You'll almost certainly get a lot of great feedback. Contact us for more information.

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