How Active Listening on the Phone is One of the Best Practices for Cross-Selling and Upselling
Any call center agent who has been in the business for more than a few days knows that cross-selling and upselling are important parts of increasing sales and improving business when your center is focused on these kinds of metrics. These procedures have been in place since the earliest days of sales, with representatives trained to offer additional goods and services for any customer purchase made.
However, today’s customers are often too savvy to be talked into an additional purchase for the simple sake of spending more. They need a reason to buy - and it is your agent’s responsibility to provide them with one. Here, we’ll discuss how active listening on the phone can create the perfect setup for tailoring sales pitches to your consumers and creating genuine delight in your customers every time.