Question

Case Study Up selling and Cross selling

“But I don't want to sell anything—that's not why I became a CSR!” exclaimed Hillary. Hillary was reacting to a recent service department meeting, where her manager told CSRs that they were to begin up selling and cross selling products as a part of taking phone orders starting next week. As an incentive, the top two CSRs in product sales will get a $150 gift certificate to a first-class restaurant in town and be recognized in the monthly newsletter. Unfortunately, it appears that Hillary is not the only CSR who is upset.

1- For this case, create a multi-step strategy to promote this new sales approach with CSRs. You will need to be detailed in your strategy.

2- Evaluate also the manner in which Hillary's organization announced this added responsibility.

Answer 1

Up-selling: By the word Upselling we can define that we have to sell the upgraded item instead of the normal item. For e.g, if the customer wants to buy the mobile phone for 8000, we have to sell the mobile with a rate of 10,000 or above.

Cross-selling: By the word Cross-selling 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 multi-step strategy to promote this new sales approach with CSRs. You will need to be detailed in your strategy.

strategy with CSRs:

NOTE: Every strategy includes with the help of CSRs

1) Identifying the Customers

2) Analyzing the need of the customers

3) Upselling the need of the customers

4) Cross-selling new products to customers

Identifying the Customers:

Foremost thing is to identify the customer, we can categorize this as 2 things they are,

a) Selling products to Customer who Needs:

This type of customer really need the product for them, we have to identify them by calling them and enquiring with our CSR and then we have to sell our product

b) Selling products to customer randomly:

This type of customer really doesn't need the product for them, we have to identify them by calling them and enquiring with our CSR and then we have to sell our product.

This is a difficult job to make it done.

Analyzing the need of the customers:

We have to analyze the customers by in terms of,

a) Customer needs:

What actually customer needs to buy

b) Customer Income:

Can customer has to ability to buy that product with their income

c) Customer Repayability:

Checking the repaying ability of the customer

Upselling the need of the customers:

Upgrading the needs of the customer by telling the advantages, specification, features of the product.

Basically we are doing mind wash to the customers by praising the product which I want to sell.

Making the customer think about our product and the benefits of the product.

Cross-selling new products to customers:

In the beginning, the customer might need one product but we have to sell our product by cross-selling the product.

We can give offers to buy our product in the cross-selling

We can give discounts

We can give complimentary

These are some ways to sell our product in cross-selling.

2- Evaluate also the manner in which Hillary's organization announced this added responsibility.

Every organization has there goals to achieve there target. likewise Hillary's organization going to invest in the new product like a phone.

To increase the profit of the company they are doing this work and increasing the responsibility to the workers.

This may be a new task for the CSR to do it but it will increase the experience of the CSR

If the company/organization profits increase the incentives of the employees also increase.

It is basically a win-win situation for both organizations and employees.

Identification of the hard-working employee is more important by giving separate incentives to them will boost the workers.