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: Solo In ChicagoCross-Selling v. Upselling
By Peter
Cross-Selling v. Upselling
Tom Rowe's post, wherein he equates cross-selling of legal services to upselling, compares apples and oranges. Upselling occurs when a vendor attempts to tack on extras or upgrades when a buyer comes in to buy a specific item, often because the advertised item won't do the job that the customer expects, or tries to sell "extras" that the client doesn't really need. If the customer's expectations were reasonable, then this is a form of a "bait-and-switch" and is objectionable.
Cross-selling, by contrast, occurs when a customer has obtained services that are of value to him, and retains the law firm for additional services because the firm has established a level of trust about the competence of their services. Cross-selling is therefore of benefit to both the law firm and the client.
Kevin W. Grierson
Willcox & Savage
Norfolk, VA
757-628-5603
E: kgrierson@wilsav.com
Full post as published by Solo In Chicago on March 19, 2008 (boomark / email).
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