Upselling and Psychology
Imagine this scenario: It’s Friday night, and your customer picks up the phone to order a mouthwatering pizza. As they’re about to finalize the order, a friendly voice on the other end of the line suggests adding a side of cheesy garlic bread or a tempting dessert. Before you know it, they’re not just getting pizza; they’re getting a whole meal experience. Welcome to the art of upselling in a call center. Kanekt 365 agents are taught the psychology of the upsell in their extensive training modules. Below, we’ll discuss how they do it and why it works so well without frustrating callers.
Understanding the Psychology of Pizza Cravings
Before we explore the upselling techniques, let’s take a moment to understand the psychology behind pizza cravings. Pizza is undoubtedly one of the most universally loved comfort foods, and its appeal goes beyond mere hunger. Pizza evokes feelings of comfort, nostalgia, and indulgence. Understanding this emotional connection is key to effective upselling. Kanekt 365 agents have extensive training in these methods of upselling.
- Timing Is Key: Our Kanekt 365 agents are trained to pick the perfect moment to suggest an upsell. Typically, it’s after the caller has chosen their main pizza, creating a sense of excitement and anticipation. Our agents are trained to include an upsell on every call, so it is second nature and fits their natural conversation.
- Suggesting Complementary Items: Instead of random suggestions, Kanekt 365 agents recommend items that complement the caller’s main order. For example, if someone orders a pepperoni pizza, agents might suggest garlic bread for that extra flavor kick. Additionally, if you have overstock, we can let agents know to upsell those items.
- Highlighting Value: Agents emphasize the value of adding an additional item, such as a combo deal that includes a pizza, side, and drink for a discounted price. This appeals to customers looking for a complete meal experience. The art of the upsell is to increase the customer experience with items they will like, NOT just to sell more food. Kanekt 365 agents not only upsell but they explain the reason the extra items make financial sense.
- Personalizing Suggestions: Kanekt 365 agents pay attention to the caller’s order history and preferences to make personalized recommendations. For example, if someone often orders vegetarian pizzas, they won’t suggest a meat lover’s pizza. Agents might suggest a side salad instead.
- Using Descriptive Language: Our brand trained agents describe the suggested items in a way that makes them sound irresistible. For instance, “Our oven-baked cheesy garlic bread, topped with fresh herbs and golden cheese, is the perfect companion to your pizza.”
The Psychology of Upselling Avoids Frustration: The Kanekt 365 Approach
While upselling can significantly boost revenue, it’s crucial to do it in a way that enhances the customer experience rather than frustrates callers. Here’s how our expertly trained agents strike that balance: Respect Customer Choices: We never push upsells aggressively. If a customer declines, we respect their decision and complete the order without pressure. Be Genuine: Kanekt 365 agents genuinely believe in the value of the upsell items they recommend. This authenticity comes through in their tone and enthusiasm. Provide Information: Callers appreciate being informed about available options. Our agents are brand experts with regard to your menu, so they can answer questions and guide customers effectively. Ensure a Smooth Process: We understand that customers want a seamless and efficient ordering process. Our agents ensure that suggesting an upsell doesn’t slow down the call or create confusion. At Kanekt 365, we recognize that the art of upselling is about more than just increasing sales; it’s about enhancing the customer experience. By understanding the psychology of pizza cravings and using a customer-centric approach, our agents successfully upsell without frustrating callers. We believe that upselling is a win-win situation: customers get to enjoy a more complete and satisfying meal, and we get the opportunity to delight your customers and boost business. Still not sure? Contact us to listen to some taped calls. You’ll get to hear the gentle upsell in practice and see how it’s done.
