Cross-Selling

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? Cross‑selling can boost revenue by 20‑30% for businesses that implement it effectively.

1. What is Cross-Selling?

Cross-selling is a sales strategy in which a company recommends additional, complementary products or services to a customer based on their current purchase or expressed interest. It helps increase order value and meet customer needs more holistically.

For example, in a call center context, if a customer buys a broadband connection, the agent may cross-sell a Wi-Fi router or antivirus subscription during the same call.

2. What is Cross-Selling vs Upselling?

While cross-selling suggests related but separate products, upselling encourages the purchase of a more expensive version of the same product or service.

Both are used to improve customer lifetime value (CLV), especially in contact center and CRM-driven workflows.

3. What Is a Good Example of Cross-Selling?

A classic example:

A customer buys a smartphone → the sales rep offers a screen protector and phone case.

In B2B or SaaS settings, cross-selling might look like:

A company using a voicebot for lead qualification → is offered Convin’s sales coaching module to improve agent performance across those calls.

Effective cross-selling is about relevance, offering value, not just increasing the bill.

Explore 10 cross selling technique that actually work.