The Smiling Report – Upselling Across Continents

In previous installments, we've shown differences in how often employees greet and smile at customers. Today, we're starting the final installment of articles on The Smiling Report – related to where and how often employees take the initiative to upsell. Customer experience also varies here.

Additional selling – that is, encouraging a customer to buy a product other than the one they came for – is most often undertaken by employees North America (64%). Only on this continent did the value exceed the 60% mark.

In other parts of the world, the situation is slightly worse – although the differences between continents are not significant. It fares slightly worse than North America. EuropeHere, additional sales occur in 59% possible situations. Similarly to the case of South Americawhere he does it 57% employees.

As in the case of greeting customers and smiling during service, the region also performed worst in terms of additional sales Asia and the Pacific, where her attempts are made in 52%.

In the next post we will show how different countries differ in this area.

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.