Customer Service Training TIps

Convert “Up-selling” into “Value-adding”

Here’s a subtle tip on “up-selling” that I learned from my cousin, Dr. Don, a successful Vancouver dentist. When he examines new patients he goes over any immediate problems. Then he outlines the options available to improve the attractiveness of their smile. Here’s the key – he then asks the patient, “Has anyone else ever taken the time to outline these options for you?” Generally the patient says, “No!” and expresses frustration that previous dentists never bothered. Result: asking, “… if anyone else has taken the time…” helps ensure that your “up-sell” is perceived to be a value-added service.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


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I couldn’t repair your brakes, so I made your horn louder.


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