I'll take the calm approach over the aggressive upsell every time.

I used to work at a phone store in Denver and managers pushed us to push accessories hard on every single customer. They wanted us to start the pitch before the customer even looked at the phone. I tried that for two weeks and got nothing but annoyed looks and people walking out. So I switched to just asking what they needed and only mentioning a case or screen protector if they brought up protection. My sales numbers actually went up because people trusted me more and came back for upgrades. The aggressive upsell just makes people feel trapped. Has anyone else seen better results from holding back on the hard sell?

2 comments

2 Comments

grant_ross272d ago

Man, exactly! That aggressive stuff just kills trust right off the bat. People can smell a sales pitch from a mile away and it makes them defensive. When you just chill and actually listen to what they need, they relax and buy more stuff anyway. My buddy runs a cell shop in my town and he swears by the same thing, just asking folks what they're after and letting them lead. It's wild how the numbers prove calm works better than pushy.

daniel_rivera3d ago

I mean, "aggressive upsell" is doing a lot of work there. If you're just mentioning a case once, that's not really pushing it. I've had plenty of customers who actually appreciated being reminded about the glass screen protector after they cracked their first one. Why not just try a softer version of the upsell instead of dropping it completely?