How to upsell and cross-sell on the phone without pushing
Sado AI team · · 4 min read
In short
Make a phone upsell after the main order is confirmed, not before. One offer, once, linked to the purchase: a case with a phone, assembly with a sofa, a drink with a pizza. Give the price and the benefit in one line: “A screen protector is 40,000 so‘m and keeps the screen safe from day one”. If the customer says no, accept it at once. Don’t offer anything on a complaint call or a debt reminder. Track two numbers: the share of orders with an add-on, and the average order.
Upsell and cross-sell: the difference
An upsell offers a bigger or better version of the same thing: two litres instead of one, a longer warranty instead of the standard one. A cross-sell adds something that goes with the purchase: a case for a phone, assembly for a sofa. On the phone the customer is already talking to you and deciding, so a well-timed offer sounds natural. At the wrong moment it can spoil the main order.
When and how to make the offer
- After the main order is confirmed, not before. Let the customer settle what they need first.
- One offer, once. If they say no, don’t ask again.
- Link it to the purchase: a case for a phone, assembly for a sofa. An unrelated product sounds like an advert.
- Price and benefit in one line: “The case is 60,000 so‘m and protects the phone if you drop it”.
- Don’t offer anything on a complaint call, a debt reminder or when the customer is in a hurry.
Ready lines: purchase and offer
| Main purchase | Offer | Line |
|---|---|---|
| Smartphone | Case and screen protector | “Shall I add a case and a screen protector? Both are 90,000 so‘m” |
| Sofa | Assembly | “Would you like it assembled? With delivery it’s 150,000 so‘m” |
| Pizza | Drink | “Shall I add a litre of juice? 18,000 so‘m” |
| Oil change | Air filter | “Shall we check the air filter too? If it needs replacing, the mechanic will tell you” |
| Hair colouring | Hair care product | “We have shampoo for coloured hair, 85,000 so‘m. Shall I put one aside?” |
The prices are only an example. Fill the table from your own catalogue: one fitting offer for each main product.
Sample call: a phone and a screen protector
Sado: Assalomu alaykum, Raqam Tech, Malika speaking.
Caller: I’d like to order the phone I saw on your website, in black.
Sado: Sure, we have it in black. Shall we deliver tomorrow?
Caller: Yes, tomorrow evening.
Sado: Booked. Shall I add a case and a screen protector? Both are 90,000 so‘m and keep the screen safe from day one.
Caller: I have a case, just add the protector.
Sado: All right, the protector is 40,000 so‘m. The phone and protector arrive together tomorrow evening; the courier will call before setting off.
The offer came after the order was confirmed, once, with a price. The customer took only part of it, and the operator didn’t push.
What to measure
For example: 400 phone orders a month, 60 of them with an add-on — 60 ÷ 400 = 15%. When you change the wording of the offer, watch how this share moves. The numbers are only an example.
- The share of orders with an add-on.
- Average order value: before the offer went into the script, and after.
- Orders cancelled after the offer: if this number grows, the offer annoys people.
How an AI operator makes the offer
Sado’s AI operator follows the rule you write when it takes an order: for example, “after the order is confirmed, offer a screen protector once; if they say no, don’t repeat it”. It gives prices and discounts only from your facts and promises nothing on its own.
Each order and its collected answers are in the portal, and in Bitrix24 as a lead or deal if you use it. More for shops: AI operator for online stores. To offer repeat purchases to past customers: auto-calls. Try it live or call 78 778 01 23.
Questions
Won’t an extra offer annoy the customer?
Not usually, if it fits and is made once, with a price. What annoys people is several offers in a row, something unrelated, and asking again after a no.
Can we make the offer at the start of the call?
Better at the end. Let the customer sort out their main question first. Offer early and they won’t listen; they’ll just wait for their answer.
Does an upsell need a discount?
Not necessarily: if the benefit is clear, the normal price is enough. If you do give a discount, write its terms exactly in the operator’s facts.