Purpose:

This document is a sample script to be used for upselling and cross-sells conversation

 

 

UPSELL AND CROSS SELL WEB FLOW CHART

OPEN UPSELL SEPARATE PAGE – CLICK FIRST CUSTOMER

[SHOULD CUSTOMER SAY NO AT ANY TIME: PLEASE ENSURE TO VERIFY THE DETAILS WE HAVE IN OUR SYSTEM]

Good morning/afternoon, my name is INSERT NAME and I am calling from Australian Waste Management. Would I be able to speak to ___________ in reference to the waste services that you have with us?

[If contact no longer works there] – Could I please speak to the person that took over managing the waste and recycling services as we need to update our records.

Good morning/afternoon _____________ my name is INSERT NAME and I am calling from Australian Waste Management, I just wanted to touch base with you about the INSERT CURRENT SERVICE service/s you currently have with us?

 

How do you find our service? **Insert the answer

(That’s Great / Oh no that’s no good) + Is there anything more we could do to improve on this? ** Insert answer

Are you aware that we also offer INSERT SERVICES? Do you currently have these services onsite?   ** yes or no?

Would you like me to email over some information and cost-saving ideas? ** yes or no?

That’s Fantastic, to ensure the quote is accurate I just need to confirm a few details with you if that’s ok?

FILL IN BOX BELOW AS PER EXAMPLE

What waste/recycling services do you currently have?

What size is each of the bins?

How frequently are they collected?

Who currently provides these services for you?

Out of interest, do you know how much you currently pay?

Do you know if you have a fixed-term contract?

If Yes, Do you know when the contract ends?

[Example: General Waste, 240 litres, Weekly, JJ Richards, $9.90 Per Pick Up.20/12/17]

 

That’s great, Thank you I will put together an email and send it through shortly for you.

Could I just verify the details we have in our system?

[Verify full customer details including adding both sites and accounts phone and email addresses in their correct locations. Remember to Click Save]