Uh-mazing Upsells
Two scenarios when you would not offer an upsell.
What is: during a cancel, an irate customer, a death in the family, etc.?
When you should offer a cancel save.
What is: on every cancel call, except if the customer is irate or for certain cancel reasons like a death?
What are:
1. Task: Please...
2. Copy & Paste notes in "New Note/Task"
3. Set Reason
4. Delete name
Gives access to all of Banyan Hill's publications.
What is Total Wealth Fellowship?
We can go here to send the customer the password reset email.
What is the Forgot Password section of the Banyan website?
The only product upsell.
What is Swiss Money Secrets?
Two question you should ask before you cancel a subscription.
What are:
1. What subscription?
2. Why?
Respond With starts with this letter to send an email.
What is an "E"?
Front end services generally have a ____ refund policy.
What is a one year refund policy?
The term length of Green Zone Fortunes.
What is 52 issues?
The code used to place orders for upsells.
What is your person U-code?
Best cancel save for a customer who says they are receiving too many emails.
What is offer to turn off the "free daily emails"?
Should be included in your notes specifically for cancel calls.
What are the cancel reason, retention effort, and refund amount if applicable?
Customers can receive alerts through this for most services.
What are text messages, emails and/or the app?
Downgrade a Premium to a Standard subscription.
What is MOD RAT?
The best upsell for a customer who purchases a $79 new subscription.
What is a second year for $18?
The reason code we use when we cancel a free trial before it has renewed.
What is XOPS?
Include this in your notes when you transfer.
What are:
1. Who you transferred to
2. No upsell, transfer call
3. If supervisor transfer: 5 Supe upsell code
Money and Market publications.
What are SFT, RID and CYA?
Downgrade a Lifetime to a Standard subscription.
What are MOD RAT and MOD ARN?
____ represents an offer with a higher level of the same service, while ____ represents an offer for a different but related product or service.
What are upsell/cross-sell?
Where to find the refund policy for backends.
What is locating their promotion code on IRIS?
The best reason code for a new order call.
What is POMP?
Allows customers to swap out 5 frontends or backends at any time.
What is Sovereign Choice?
Add autorenewal and/or update the card on file.
What is MOD ARN?