Contact Centers

Upselling on the Phone
May 1, 1999

The underlying philosophy of Omaha Steaks’ successsful telemarketing operation is: “I don’t have the right to determine when you’re done buying.” And that’s a good way to look at upselling on the phone. Instead of thinking of it as pushing extra product at your customers, present it as a customer service, suggests Ron Bruggeman, director of sales at Omaha Steaks International, a cataloger and direct marketer that operates its own call center. For inbound telemarketing operations, Bruggeman says that means almost every caller is a prospect. He explains, “It makes sense: You have a captive audience of people who