What does "upselling" refer to in customer service?

Upselling in customer service is focused on encouraging customers to consider higher-value items or additional services that enhance their purchase. This strategy aims to increase the overall value of the sale while providing customers with options that can better meet their needs or preferences. For instance, if a customer is interested in a basic model of a product, a customer service representative might suggest an upgraded version that includes more features or benefits. This approach not only benefits the business by increasing revenue but can also enhance customer satisfaction if the suggestions align well with their needs.

The goal of upselling is to create a win-win situation where customers feel they are making informed choices that add value to their experience, while the business achieves higher sales.