A debit card or perhaps a second cream? Upsells depending on the industry.

Today's post is the last comment The Smiling ReportWe've already shown where employees are most likely to greet customers and smile during service. We've outlined some of the differences in upselling, meaning where it's most often offered to customers. How does this differ across industries?

It turns out that the additional product is most often offered to customers in financial institutions – this happens during 66% visits. This shouldn't be surprising – additional sales play a particularly important role in banks. It also often occurs in companies transport industry, where the upselling attempt takes place in 64% situation and in hotel industry (63%).

The least common suggestion for an additional product is among employees automotive industry – only half of them do it.

We have already learned all the data that is the subject of The Smiling Report – a global project collecting Mystery Shopper research results on service friendliness: greetings, smiles, and upselling. We hope that results in all these areas will systematically improve year after year.

Research methodology:

Globally, 489,223 questions were asked about upselling. Results from 50 countries were used for the analysis. The data is provided by companies that conduct customer experience research in their countries using the Mystery Shopper) – Quality Watch is one of them. As part of these studies, auditors – people posing as real customers – visit stores and institutions and check the quality of service. The Smiling Report analyzes such visits, taking into account only questions about smiling, greeting and upselling.