Upsell / Cross Sell

[tomriver]

If you are a Call Center for catalog/Direct Mail business, then this question is for you:

90% of the sales from our catalog are driven by Mail Response. I have petitioned hard to get my staff to Upsell/Cross Sell proactively. Iwanted to implement contests to promote this, and Senior Management first wanted to see some kind of 'code' put in place so Upsells can be 'tracked'.

This has been done, and we DO monitor calls here, but there is no way to listen in on every call at once. Therefore, even though I trust my staff, they still 'could' use that upsell code on a given phone call and tag it as if they did something.

What procedures, techniques and contests are YOUR call centers using to promote proactive selling from Direct Mail response?

[rjpasto]

The issue is who enters the code and when.

What I've seen work well is the tracking of complementary item orders, eg printer paper and/or toner sold with orders for printers.

First, determine the #/% of printer orders that include an order for paper/toner and average dollar amount of paper/toner orders.

Now you can provide incentive comp for higher frequency/higher aver $ orders for paper/toner.

The most reliable/most meaningful "code" is order mix/size either as stand alones or as complementary/secondary items to larger items ordered.

Hope this helps.

Bob Pastorini]
The Tele-Monitor Company
bpastorini@tele-monitor.com