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Phone Etiquette 101: Upselling Without Being Pushy - Conversational - Blog

Phone Etiquette 101: Upselling Without Being Pushy

Our clients think of us as the phone etiquette experts. After years of handling calls with a myriad of customers, we’ve discovered the keys to being professional, polite, and positive on the phone. This is part of our Phone Etiquette 101 series where we cover topics and common scenarios where the proper phone etiquette may be in question.

Upselling without being pushy on the phone means striking a delicate balance with your customer. Using only verbal cues, that can be difficult to do. We are going to show you how upselling without being pushy is possible - and how you can do it with panache.

Phone Etiquette 101: Upselling Without Being Pushy

Selling over the phone requires special consideration and a careful approach. In person, people usually feel socially ‘required’ to at least hear your pitch or offer their reason for not being interested. Over the phone, a prospect can easily say no or hang up if they’re not interested without having to offer a reason why or even listen to your pitch.

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To score the most sales and have the most success with upselling on the phone, you have to learn how to be persuasive without being pushy. You have just a few seconds to grab your prospect’s interest before they tune you out and decide they’re disinterested, so it’s important to make the most of those seconds.

One way you can get your foot in the door and go for the upsell is to make your prospects feel special by creating the illusion of scarcity.

Special means scarce, scarce means valuable

Getting a customer to purchase more than they set out to is going to require some tried-and-true upselling techniques. One of our favorites is using scarcity to create value. You can do this by letting your customer know that they are part of an exclusive group when introducing an upsell product or service.

Example: “By the way, I wanted to let you know - customers who have been with us for 1 year or more are eligible to try our Pro service at a 50% discount for 6 months.”

Sharing secrets earns you clients

Starting friendships and earning clients are quite similar in theory. The same actions that create intimacy and build trust and closeness in friendships apply to earning clients as well. One act that has solidified friendships and business relationships throughout history is sharing secrets.

Whether they’re trade or industry secrets, company success secrets, or even glimpses of failures and lessons learned, sharing secrets fosters a deeper connection between two people or entities and opens the door for you to make a sale. Telling a prospect a beneficial promotion or item “just between you two” can create a sense of importance and urgency, two things that are essential in upselling on the phone.

Example: “We’ve had dozens of clients swear by a toll-free number for increasing both online and phone sales - it’s only $9.99/month as an add-on to your plan and makes your brand look so much more professional.”

Read between the lines

Your prospect is telling you more than their words are saying when you’re on the phone - you just have to know how to listen. If you can get your prospect to talk to you in detail about a problem they’re having, you can find ways to build a package or upsell an item or service that will solve those problems for them. You can’t do that unless you’re dedicating most of your time to listening, not actively selling.

Once you’ve got the information you need about your prospects’ challenges and problems, you can switch to the role of actively selling without being pushy. Now that you know precisely what they need, it won’t seem pushy when you offer a tailor-made solution.

Phone etiquette involves paying careful attention to social rules and norms while interacting with callers, and so does upselling without being pushy. Professional phone etiquette skills are essential for business owners, managers, and employees to possess. If you’re not happy with the phone etiquette skills of your team, consider giving a virtual receptionist a try free for 30 days!


Publish Date: April 5, 2017 5:00 AM

2021 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

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Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

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OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

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