Matthew elaborates on the first podcast, addressing some concerns that some people have with 'upselling'.

The idea of upselling can make some sales people a bit nervous, especially those that don't feel that they're natural in sales.  

So, Matthew investigates the mindset you need to be in to be successful in upselling.  

He retells the story of a multi-site retail business with a strong customer service team who became incredible successful - so much so that the owner decided to exit from the business at a premium.... but his team were 'reluctant' sales people.

The idea of shifting the concept of 'upselling' to 'upserving' customers empowered the reluctant sales team with the confidence to at least give prospective customers the option to purchase the product that would perfectly meet their needs.

If you your sales team are not all super-sellers - perhaps some of them more reluctant than others - how might you re-frame upselling to them, so that you preserve profits and they enjoy better numbers?