Cross sell Script – Yer Doin It Wrong
February 7, 2009
I was on the phone for quite a while with a particular support team. While the device I was calling about had a three year warranty, the part I was calling about had only a one year warranty.
The one year part of the warranty had expired at barely a month ago.
So in the end I was forced to pay for the replacement part.
The tech staffer I was speaking to had to do the standard cross sell script with me while I was on the phone.
Unfortunately that cross sell script was a script to upgrade other parts of the device at (of course) more money out of my pocket.
Having to pay for a part – barely out of 1 year warranty – then be propositioned to spend more resulted in my response that there was not a hope in hell I would buy that cross sell part.
Maybe consider a different script in that situation folks!