Is upselling good customer service?

We have all been victims of it. You are in a cafe or a restaurant, you have chosen and ordered a yummy meal and you are excited to finally eat your lunch. As you are about to pay, the nice lady at the counter asks “Would you like dessert for only £1 more?” All of us has experienced upselling in one way or another. On one hand, the extra pound spent for an additional item is a great deal. But on the other side, the cafe has led you to spend more money for something you didn’t really want.

According to research conducted by the Royal Society of Public Health and Slimming World, upselling also leads to health dangers. While it might be easy to see the sole monetary value of the deal, it is also important to see this in terms of calorie intake. While it is true you are spending extra pounds, you are also eating extra calories. According to research, upselling alone leads to 17,000 extra calories per person per year. This data is particularly concerning, as obesity is slowly but surely becoming a big danger for many people in the UK and worldwide.

Emotionally, for a lot of people struggling with their weight, those extra calories can be seen in a very damaging way. Many customers are filled with guilt and regret after they fall for an upsell. Which may lead them to have a potentially bad connection with the business that led them to have negative emotions.  

Great customer service and the ability to upsell products do not always go hand in hand. Upselling, in fact, can generally be considered an annoyance by some people.

To understand this further, we asked a number of people how they felt on the matter. We had over 1076 responses and our the findings were:

It annoys me – 45%

I don’t mind – 55%

While the majority of those who participated in the poll don’t mind upselling, the results are pretty tight. The general consensus is that upselling is seen as a somewhat controversial topic, which leads to general divide. When a percentage as high as 45% is annoyed by a sales strategy, they are generally associating it with bad customer service, which is likely to hurt the brand as a result.

While we doubt upselling is going to stop anytime soon, we hope businesses will start being more responsible and caring when it comes to their sales strategy. If you are unsure about the quality of customer service your clients are receiving, why not use a mystery shopping company, such as Retail Maxim? We can help you understand problems and future areas of improvement. Contact us for more information.

5 Tips for Great Customer Service

Regardless of the line of business you are in, the customer service you are providing should be top priority.

Without quality customer service, not only will the marketing likely fail but also the business’ itself will be in a precarious position.

To keep those customer’s returning and have really great customer service, we’re sharing some tips below.

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Mystery Shopping Myths: Debunked!

It is incredibly exciting to become a mystery shopper and receive your first assignment.

The world of mystery shopping, although beneficial in many many ways, is frequently misunderstood.

We’re looking into some common myths about mystery shopping and debunking them along the way!

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Beginner’s guide to Mystery Shopping!

We have all heard about Mystery Shopping, but can we really use it to make extra cash and how can we go about it? Here are some tips and suggestions to shop for free:

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Why Customer Service Is Important

Customer service is one of the main aspects a customer will judge a business on.

It is your responsibility, as the business owner, to deliver the service a customer expects from using your products/services.

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Retail Maxim’s Fundraising Success for Colleague

Earlier this year, a colleague of ours’ son was diagnosed with Type 1 Diabetes.

Due to this, his mother must test his blood every 2 hours leading to the two of them being unable to enjoy a full night’s sleep.

We discovered that they were able to purchase a continuous glucose monitor retailing for £750, as this is not available through the NHS, we set on a fundraising mission.

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3 ways to prevent poor customer service

What determines the true cost of poor customer service? The short answer is that there isn’t an equation to help determine how much you are losing by poor customer service.

No two customers or businesses are the same but the negative impact of producing poor customer service can be similar, if not the same.

For each customer that is lost from poor customer service, you lose new customers that could have been referred to you. Along with that, your brand’s reputation could be damaged and brand loyalty. This will further negatively impact your performance and profits.

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How mystery shopping can improve customer service

Mystery shopping is a popular tool used by many businesses to measure the quality of their services or product delivery from a consumer perspective.

Many times the actual delivery at the retail outlet is not up to par with the company’s policies and claims and mystery shoppers can help the company pick out whether their frontline staff is providing customers the standard of service expected of them.

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Working as a mystery shopper

It is possible that in some point of your life you’ve been standing in a queue at a retail store next to a mystery shopper.

They’ll be hard to spot, seemingly shopping for a night out for essentials, but what they are doing is taking mental notes of the stores’ appearance, cleanliness, and service of the store.

There are roughly 50,000 mystery shopping trips carried out every month in the UK, as stated by the Mystery Shopping Providers Association (MSPA), and as more and more spending takes place online, the demand for mystery shoppers is increasing.

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How you can improve your brand experience using mystery shopping

Ensuring that your customers are receiving a consistent experience across all channels is important for them to form a positive connection with your brand.

A great brand experience is ultimately down your customer’s satisfaction with each channel of you brand, including your website, branding, employee interaction and atmosphere but bad experience with any one of those channels has the possibility to ruin the customer’s view of your brand as a whole.

It is easier on some channels that others to control the experience the customer will have. As your website, app and marketing will be entirely under your control and are offering lots of data and feedback opportunities, you can make sure that your customers are receiving great interactions on those channels. It can be difficult, however, to keep up that same consistency in physical stores.

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