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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

2020 Buyers Guide Customer Relationship Management


Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.
PH: 96386615

NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.


A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
PH: +44 345 0181 070


Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.
PH: 0217991445


Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
PH: 3854343250

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