Upsells and downsells are products that give the agent an opportunity to generate extra revenue by offering the caller special discounts or offers relevant to the products that they have already selected to purchase. Should the caller refuse an upsell product, a downsell product can then be offered as an alternative
The flow chart shown here illustrates this process:
Upsells and Downsells are always related to a main product. If a product is marked as an upsell or downsell product it will not appear in the script as an available product to purchase in its own right, but will only display and be available for purchase if it has been linked with another product and the agent has selected this product.
Upsells and downsells are created in the same way as all other products, but are marked as such using the Product Type dropdown in the General Information panel.
To add up/downsell(s) to a product, check the boxes next to the relevant items and click the add button. If no upsells and down sells are shown, they have not yet been created.
Upsells and Downsells - An Example
A caller rings in to order 12 Red Roses. The upsell offer linked to this product is a case of further 6 Red Roses for £10. If they decide not to take up this offer, a downsell opportunity then arises to offer them 3 Red Roses for £5.
If a product is marked as an upsell or downsell product it will not appear in the Agent Desktop as an available product to purchase in it’s own right, but will only display and be available for purchase if it has been linked with another product and the agent has selected this product.
Once the original product has been chosen you can decide whether the upsell /downsell products associated are displayed in a list for the agent to read and select from, or whether the products are displayed automatically and purchased or refused one by one. Should the same product need to be available for sale as a normal product and as an upsell product it would need to be entered as two separate products. This is because the upsell product may have a different price or options than the normal product.
