How do you feel about promoting a product, or upselling, during a customer service based interaction?
Customer service does not always mean sales. The interviewer wants to know that you would be comfortable taking a customer inquiry and turning it into a sales opportunity. If you have a specific example of a time when you made this happen, this is an excellent addition to your reply. Be sure to mention any training that you have in sales, upselling, or a similar skill.
"I have a few years of experience selling in a telemarketing environment where upselling was very important. I am fully comfortable putting in some extra time to turn a customer inquiry into a new sale."
"I have not received any sales training, but with a little bit of help, I think that is a task I would enjoy. I am great with building customer relationships."
"I believe that each customer service interaction should be considered an opportunity to upsell or turn an existing customer into a larger one. I am very comfortable doing so when I can stand behind the product that I represent."
"I will upsell a client any time that it makes sense. It's important to me that my client trust my recommendations so, for that reason, if they upsell opportunity is relevant, I will certainly take it."
"In retail, I consider every customer interaction an opportunity to sell and upsell. Its important to me that the people I communicate with are aware of the great products and services available to them. I am happy to make suggestions that I believe will benefit their lives."
"I am comfortable selling, and upselling, anytime that it makes sense. As a sales professional, I have a natural inclination to take a customers' pain point and turn it into an opportunity to help them through a service or product offering."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
I don't look at it like I'm up-selling. I try to get to know a customer's needs by having solid conversations. Then it feels like I'm offering solutions instead of upselling.
Rachelle's Feedback
A fantastic answer that any interviewer would love to hear :)
Anonymous Answer
I feel it is important to let the customer know of a product or service that is available to them. They could be a member for years and not realize there are new improvements or better solutions for them. I will always let a customer know of a product that is available but I am not comfortable pushing the product on the customer.
Cindy's Feedback
Good. Your answer gives more than the question asks for and as a result, it is very persuasive. You're reflecting a deep understanding of the importance of introducing new products and as a result, you are convincing about your comfort level. Nice work.
Anonymous Answer
I always offer my customers the best options for their situation.
Amanda's Feedback
Illustrating that you put the customer first is a great way to start your response. Consider sharing how you work to understand customer needs to upsell or promote products in alignment with those needs.
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