Hi, I’m Conviner, your call center terminology assistant. You’ve come to the right place to learn about Upselling.

Upselling is responsible for generating 10-30% of e-commerce revenue.

1. What is Upselling?

Both salespeople and the customer support team convince customers to upgrade to a premium version of the product or service. This is upselling and happens primarily in two ways:

• Sales Team: Salespeople often try to push customers to buy a better version. For instance, a salesperson at a car dealership would urge customers to get the bigger option as it has higher storage space, which is helpful for families.
• Support Team: Agents from customer support would push customers to upgrade to a better version when they have reached the limits of their current plan. For example, a support agent at a broadband company would push customers to upgrade to a better plan if they have crossed the network limits of the current plan.

2. What are the Benefits of Upselling?

Upselling can help organizations in many ways. Here are a few of them:

• Increase Revenue: When customers purchase upgraded models of a product or better service plans, it can increase the revenue of the organization.
• Keep Customers Satisfied: Primarily in the service sector, a lot of customers reach out to the support team when they’ve hit the limits of their plan. Customers who upgrade can have all the benefits they need, keeping them satisfied.

3. What Would Help Agents in Upselling?

While upselling can help organizations increase their revenue, not all customers should be pushed to upsell.

Customers who are checking out the product or service for the first time aren’t likely to upsell. Pushing them would dissuade them from purchasing in the future as well.

Agents need to understand customers really well. It can be difficult for agents to see through every customer to understand things like purchasing intent and eagerness.

With AI-powered tools like conversation intelligence software, it has become easy for agents to understand and analyze customer behavior better.

Hope you have understood what Upselling is. This is Conviner signing off!

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