Upselling should occur when it is to the customer’s advantage. Our sales and service teams are trained to identify potential opportunities for customers regardless if it means a more or less costly product. This caller wanted an enhanced electric roll-up projection screen that has acoustically transparent material in a tab-tensioned format. Initially he was looking at a good entry level product but his needs called for something a bit more specialized. Our service team member Johnny, was careful to find him the right product while staying within the comfortable margins of what he was willing to spend.
*The discussion below is based on actual chat transcripts with the omission of any personal/confidential material to protect the customer’s privacy. An example in this case is to change the contact’s identification name/number to “Customer” or a generic name.
4:00:00 PM Johnny - Thank you for contacting Sales department. This is Johnny, how may I help you?
7:46:15 AM Customer - quick question, we just chatted about the Electric100H-AUHD. Does Elite offer this same type of screen but in a tensioned version?
7:47:17 AM Johnny - For this series, we only have non-tensioned acoustic material but based on our previous discussion, I do have a product in mind that would be perfect for you.
7:51:47 AM Johnny - If you need a acoustic tension screen material, I would recommend our Saker Tab-Tension Series.
7:51:57 AM Customer - Will this fit into the budget I was talking about?
7:52:10 AM Johnny - It will easily fit your budget and you can see this series from this link here:
7:52:22 AM Johnny - http://elitescreens.com/front/front/productdetail/product/396
7:55:45 AM Customer - Beautiful, it’s what I need.
7:55:58 AM Johnny - Is there anything else I can assist you with today?
7:56:27 AM Customer - I think that this works just fine. Thanks for the help.
7:57:02 AM Johnny - My pleasure, thank you for choosing Elite Screens