Case Study Up selling and Cross selling “But I don't want to sell anything—that's not why...

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General Management

Case Study Up selling and Cross selling
“But I don't want to sell anything—that's not why I became aCSR!” exclaimed Hillary. Hillary was reacting to a recent servicedepartment meeting, where her manager told CSRs that they were tobegin up selling and cross selling products as a part of takingphone orders starting next week. As an incentive, the top two CSRsin product sales will get a $150 gift certificate to a first-classrestaurant in town and be recognized in the monthly newsletter.Unfortunately, it appears that Hillary is not the only CSR who isupset.
1- For this case, create a multi-step strategy topromote this new sales approach with CSRs. You will need to bedetailed in your strategy.
2- Evaluate also the manner in which Hillary'sorganization announced this added responsibility.

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Upselling By the word Upselling we can define that we have to sell the upgraded item instead of the normal item For eg if the customer wants to buy the mobile phone for 8000 we have to sell the mobile with a rate of 10000 or above Crossselling By the word Crossselling we have to sell more than one product which is related to that product or by giving complimentary for that product CSR It is also called a customer service representative 1 In this case create a multistep strategy to promote this new sales approach with CSRs You will need to be detailed in your strategy strategy with CSRs See Answer

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