Virtual up-selling

Coach your team on upselling whenever customers request to hold any items from social media.

If a customer texts that they would like to hold an item, the team should confirm if the item is available and place it on hold. But they should also try to add on to the purchase whenever possible:

Example verbiage:

• Great, that is on hold for you! Is there anything else I can help you find? I can shop the store for you if you’re looking for anything specific and send you some pictures

• Perfect, those are on hold until tomorrow at 7! We have a few similar style shoes available too, are you interested in any of these? [send pictures]

• Right now we’re also offering $10 mystery bags! Do you want to add one in a particular size?

• If there are other items you're looking for, I can shop for you and add them to your order. Right now we're giving $5 off orders of $50 or more!