to up-size your order?” are examples of the cross-selling technique. Cross-selling can be most effective when a customer is requiring assistance – where they come to the seller for the purpose of cross-selling. Since the customer has initiated the sale, the mindset would have already been on the firm and its products. This would make it easier for the salesperson to conduct the technique and have it be successful. An example of an over the phone cross-sell could be that a customer has just switched banks and is getting her account set up with her new bank. After the account is created the bank teller would offer her the cross-sell of signing up to their internet banking app that would allow her to access her account details and pay her accounts online. If cross-selling is properly done, it will be viewed as a service, rather than a sales pitch. A downside to cross-selling can be seen as the same as that of upselling. This main drawback is known as “over-touching” the customer which in simpler terms means, giving too many cross-selling options can result in the customer ignoring the efforts given and can desensitize the customer to future cross-selling offers. Ethics When upselling for higher cost items or add ons to customers for goods and services it is advised not to push the sale as it may become unethical. There have been cases where pushing a sale onto customers have caused legal problems, as some retailers may use confusing terms or say half-truths to sell products while the customer is unaware of this happening. In New Zealand, the "Consumer Guarantees Act of 1993" states that if the customer is unhappy with the goods or services rendered, they are entitled to a refund, or the business in question must compensate them for their troubles. See also AIDA Bait and switch Choice architecture Contract of sale Cross-selling Downloadable content Freemium Fraud List of marketing topics Marketing Permission marketing Promotion Sales Selling technique Value added selling References Sources Hoovers. (n.d.). How to Cross-Sell & Up-Sell | Proven Sales Techniques | Hoovers. Retrieved from http://www.hoovers.com/lc/sales-marketing-education/how-to-cross-sell-up-sell.html Kearney, J. (2016, February 2). Social Spot WiFi | Turn Your Free Wifi Into a Social Marketing Machine. Retrieved from http://www.socialspotwifi.com/ Lazazzera, R. (2015, March 4). How to Increase Revenues With Upselling and Cross-selling. Retrieved from https://www.shopify.co.nz/blog/17579484-how-to-increase-revenue-and-improve-the-customer-experience-with-upselling-and-cross-selling Low, J. (2015, May 12). Quick Tips for Upselling & Cross-Selling -