Suggestive selling & upselling in the field
There's a real difference between a pushy add-on that makes a customer wary and a genuinely useful suggestion that makes their visit better. The first feels like pressure; the second feels like service. Most people resist selling because they imagine the first kind, when the skill worth learning is entirely the second: helpful, light, and welcome.
Why this subject matters
When suggestive selling is avoided, it's usually a missed kindness as much as a missed sale: the customer who would have wanted the matching item, the better option, the thing they didn't know existed, simply doesn't hear about it. Pushed clumsily, though, it backfires: the customer feels worked rather than served, and trust takes a hit that outlasts the transaction. Both extremes come from the same root, which is not knowing how to do the middle thing well.
This is hard because many people carry a quiet discomfort with selling, associating it with pressure and self-interest rather than help. Without being shown the light-touch version: one honest suggestion offered well; they either avoid it entirely or overcorrect into pushiness. That discomfort is completely understandable and not theirs to apologise for.
It matters most in field and counter roles where staff meet customers one at a time and small suggestions add up across a day. A short training that reframes the suggestion as a service and gives a simple one-line approach makes the whole thing feel natural rather than forced.
Structure and types of content in the template
On Eli, every template is a one-to-two-week training or engagement program that takes each participant only a few minutes a day. These programs draw on three types of content: questions, memos, and actions. Questions invite employees to share their point of view on a subject, either to poll them anonymously or to get them thinking about a habit they might have. Memos are small knowledge nuggets that take a few seconds to read, may feature an infographic or an educational video, and always come with a quiz. Actions are concrete steps employees can put into practice during their day, either with their team or on their own in the field.
By bringing these three types of content together, Eli creates an efficient, complete training cycle in which employees question, learn, and practice, all within a single training sprint, and in record time.
Why a standard customer experience training isn't enough
How to get the most out of it
Our templates are a very good place to start, but using them as-is will only get you about 60% of the result you're hoping for. To genuinely move the needle with your teams, you'll need to fine-tune them to your exact needs, your company culture, your internal policies, and more.
On Eli, all you have to do is hand that off to our AI agent, which takes care of everything: explain what you want in a few words, upload any documents it needs, and our agent does the rest.
If you'd like a better sense of how our platform works and want to make sure it fits your needs, book a meeting with one of our experts!
What's inside
