Case Study Up selling and Cross selling
“But I don't want to sell anything—that's not why I became aCSR!” exclaimed Hillary. Hillary was reacting to a recent servicedepartment meeting, where her manager told CSRs that they were tobegin up selling and cross selling products as a part of takingphone orders starting next week. As an incentive, the top two CSRsin product sales will get a $150 gift certificate to a first-classrestaurant in town and be recognized in the monthly newsletter.Unfortunately, it appears that Hillary is not the only CSR who isupset.
1- For this case, create a multi-step strategy topromote this new sales approach with CSRs. You will need to bedetailed in your strategy.
2- Evaluate also the manner in which Hillary'sorganization announced this added responsibility.
