Upselling
Upselling offers a customer a more extensive or higher-value version of the product or service being considered or used. It can support customer extension when the added benefits fit the customer’s needs. Assessment should consider the actual benefit and cost rather than treat a higher price as evidence of a better choice or a stronger relationship.
Worked example
A provider explains a higher-capacity service tier to a customer whose requirements exceed the basic tier, including the extra features and price so the customer can assess suitability.
Common mistake
Do not equate upselling with selling any additional product or assume increasing the invoice value necessarily improves customer value or profit.
Where it appears in your exams
| Qualification | Exam | Relationship | Period |
|---|---|---|---|
| ACCA | SBL | Supporting | September 2026–June 2027 |