As reported in Internet Retailer’s article “New retailer’s directive for customer relations: No cross-sell or up-sell.“
“As it expands from wholesaling into retailing, Inventive Solutions wants to gain more control of managing relationships with customers. And to build an image as a helpful retailer, it has directed its customer-service team to avoid up-selling and cross-selling.” John Gibney, the company’s president and CEO says, “I don’t want any of my customers to ever call Inventive Solutions with the fear of getting cross-sold.”
- If you have a good solution that does what you say it does, you do a diservice to your customers by NOT offering them additional ways to benefit from your company.
- There are many ways to offer cross-sells and up-sells without offending or turning off a customer. Why not train the reps in the right way to cross-sell and up-sell instead of telling them not to do it and killing profitability?
- Here’s is an interesting test: Are your offended or afraid when Amazon offers you related material to what you are buying… or do you find it helpful?
- This strategy stinks.