| Call centre associates should be continuously | | | | customers. |
| coached and trained on ways to gather valuable | | | | Up selling is another valuable technique which can |
| data from customers that the business can then | | | | help to improve your business performance. The |
| use to establish more customer centric strategies | | | | idea of purchasing additional related products can |
| and ensure long term growth. | | | | often make sense to the customer and if |
| When customers are offered products or | | | | presented with such an opportunity, is likely to |
| services that they actually want and will use, their | | | | take advantage of it. |
| perception of the company becomes more | | | | Both up selling and cross selling can influence all |
| positive as the customer starts to feel that the | | | | aspects of your business within the customer |
| company is taking more time to understand their | | | | lifecycle by improving loyalty, retention and |
| needs and wants, rather than ensuring they make | | | | revenue. If customers are presented with an up |
| some form of sale. | | | | sell or cross sell and they choose to take |
| Approaching your customer interactions in this | | | | advantage of this opportunity, it gives the |
| way means that you can effectively cross sell | | | | organisation a clear indication that they trust and |
| other products and therefore increase the growth | | | | respect the brand. This has a huge impact on |
| opportunities. It is a well known fact that it is | | | | retention as customers who are happy will stay |
| much easier and cheaper to sell to an existing | | | | loyal and are therefore less likely to move to a |
| customer who has already had a positive | | | | competitor. |
| experience of the brand than acquiring new | | | | |