How often are you finding yourself stuck on the phone, with a friendly Cable or Satellite sales person, who has more questions than grandma asking, "Why the cell phone doesn't have a dial tone?". Every company, whether brick and mortar, online, or old school catalog company are upselling. The cost to bring in new customers will always exceed the cost of reselling existing customers and many companies have started to follow the same model and are seeing higher profits because of it.
It's a known statistical fact that companies who upsell to their existing client base will generate more repeat buys and can trim advertising fat. They feel that a consultative sales approach will generate a quality experience using their product and higher profits. Which leads to one problem. You don't have time to make your TV provider one dollar richer. Pulling hair out of your head, listening to a 60 sec speech on how Jane doe Gabby is looking to give you a wonderful experience blah blah take care of ALL of your needs, you're thinking "I just want to transfer my same cable plan" but, she's not letting you off the hook that easy! She begins to ask you about how many televisions will be in the home. Then she follows up with, "Can you tell me a little bit about the types of shows or or stations that people in your household would like to watch?". Of course you want to say, "Just Basic". Then there's more questions about what exactly is your meaning behind the word basic and so on.
But there is a way out. You're going to get Jane to understand that unfortunately you're in a hurry and don't have time for much conversation. You're going to let her know that you had planned to switch and have an appointment scheduled for the satellite provider to come out but of course they're taking a lot longer to come than expected. But that if she can somehow get you setup with the same plan in less than 5 minutes and a reasonable install date and remind her that your almost at your job. She will find a way to get that appointment setup and take her chances with the supervisor asking why she didn't go over the whole sales spill.
You hang-up satisfied that it's all over just to walk back into the starbucks and finish up the Starbucks "Green Tea Frappe!" you were working on. Cross out transferring your service off your to do list! Now onto greener pastures! The Frappe!
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It's a known statistical fact that companies who upsell to their existing client base will generate more repeat buys and can trim advertising fat. They feel that a consultative sales approach will generate a quality experience using their product and higher profits. Which leads to one problem. You don't have time to make your TV provider one dollar richer. Pulling hair out of your head, listening to a 60 sec speech on how Jane doe Gabby is looking to give you a wonderful experience blah blah take care of ALL of your needs, you're thinking "I just want to transfer my same cable plan" but, she's not letting you off the hook that easy! She begins to ask you about how many televisions will be in the home. Then she follows up with, "Can you tell me a little bit about the types of shows or or stations that people in your household would like to watch?". Of course you want to say, "Just Basic". Then there's more questions about what exactly is your meaning behind the word basic and so on.
But there is a way out. You're going to get Jane to understand that unfortunately you're in a hurry and don't have time for much conversation. You're going to let her know that you had planned to switch and have an appointment scheduled for the satellite provider to come out but of course they're taking a lot longer to come than expected. But that if she can somehow get you setup with the same plan in less than 5 minutes and a reasonable install date and remind her that your almost at your job. She will find a way to get that appointment setup and take her chances with the supervisor asking why she didn't go over the whole sales spill.
You hang-up satisfied that it's all over just to walk back into the starbucks and finish up the Starbucks "Green Tea Frappe!" you were working on. Cross out transferring your service off your to do list! Now onto greener pastures! The Frappe!
View the Original article
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