I want to talk about upselling, and when it actually works against you. Most smart companies have a core product and a menu of add-ons. The really smart ones know not to throw every extra at a customer the minute they say yes. You listen first. You find out what they need. Then you decide which a…
I want to talk about upselling, and when it actually works against you. Most smart companies have a core product and a menu of add-ons. The really smart ones know not to throw every extra at a custome…
I want to talk about upselling, and when it actually works against you. Most smart companies have a core product and a menu of add-ons. The really smart ones know not to throw every extra at a customer the minute they say yes. You listen first. You find out what they need. Then you decide which add-ons make sense. The other day, I stopped at Hardee's and ordered a hamburger. No cheese. What followed felt like an interrogation. Did I want a combo? A drink? A pastry? Was it a number one? A number seven? Meanwhile, I kept repeating the same thing: "I just want a hamburger." By the end of th…

