Upsell & Crossell Strategy And Flow

1. A parent says, "We are happy with the current lessons and don’t need anything extra." What is the best way to position an upsell?

• Acknowledge their satisfaction, but highlight how extra lessons can accelerate progress and prepare their child for upcoming academic challenges.

• Respect their decision and move on to the next customer without trying to upsell.

• Offer them a discount to make extra lessons more appealing.

• Suggest switching to a different tutor to give them a fresh experience.

Answer explanation

✅ Many customers use "we talked it over" as a polite way to back out, but the real objection is often hidden.

1. The key to saving the sale is identifying the real reason they changed their mind.

2. Families make emotional and financial decisions—by uncovering the specific concern (cost, timing, necessity), the sales rep can adjust their approach to keep the upsell alive.

Example Response:

"I completely understand, and I really appreciate you letting me know. Just out of curiosity, was there a particular reason that made you change your mind? If it’s about timing, flexibility, or value, I’d be happy to explore solutions that might work better for you."

2. What should a sales rep do if a parent is unhappy with the tutor before attempting an upsell?

• Continue with the upsell since additional lessons could help, regardless of the tutor.

• Offer to switch the tutor and only discuss upselling after the parent is satisfied.

• Move them to "Declined_upsell_done" and avoid further discussions.

• Offer them a discount to convince them to stay with the current tutor.

Answer explanation

✅ An unhappy customer is not ready to buy more—first, fix the problem.

1. If a parent isn’t happy with the tutor, they will not be receptive to buying more lessons.

2. Before even mentioning an upsell, the rep needs to ensure the parent is satisfied with the tutoring experience.

Example Response:

"I completely understand—our goal is to make sure [Student's Name] gets the best experience possible. Would you be open to trying a different tutor who might be a better fit before we discuss adding more lessons?"

3. A parent is considering extra lessons but is hesitant about the financial commitment. What is the best strategy?

• Break down the cost into smaller, manageable payments and emphasize the long-term savings.

• Immediately offer a discount to make it more affordable.

• Tell them that if they wait, the price might increase.

• Move them to the “Declined_upsell_done” stage.

Answer explanation

✅ Breaking down payments and focusing on long-term benefits works because:

1. It removes financial fear by making the cost feel more manageable.

2. Parents are more likely to commit when they understand cost efficiency over time.

3. It reframes the investment as something that saves money in the long run rather than being an upfront expense.


"I totally understand that budgeting for extra lessons can be a challenge. That’s why many parents prefer starting with a short-term plan, like just a month or two, and then adjusting based on progress. Also, taking two lessons per week instead of one helps reach results faster and can actually save money in the long run, since it reduces the need for prolonged tutoring. Would you like to start with a smaller package and see how it goes?"

4. A student has high motivation but struggles with a subject. What is the best upsell approach?

• Suggest dropping that subject and focusing on strengths.

• Only upsell if the parent asks about additional lessons.

• Recommend more lessons in the struggling subject and cross-sell academic skills like Math or English.

• Tell them extra lessons are unnecessary since they are already motivated.

Answer explanation

✅ Dual Selling Approach: Addressing Weakness + Building Strengths

1. If a student is motivated but struggling, they need more support in the difficult subject to turn that motivation into results.

2. Additionally, cross-selling another subject improves their overall academic performance and increases value for the parent.

Example:

"Your child is showing great motivation, which is fantastic! However, the tutor noticed they’re struggling with algebra. More lessons will help them master it faster. Also, since they want to improve in [another subject related to their goals], we could add a few sessions in that area too. Would you like to explore this?"

5. When should a sales rep offer extra-academic activities such as coding or debating?

• If the student has low motivation and traditional lessons aren’t working.

• To all parents, regardless of motivation level.

• Only to students who are already excelling academically.

• Only as a last resort if parents decline tutoring upsells.

Answer explanation

✅ Extracurricular activities help re-engage low-motivation students.

1. If a student isn’t motivated to study, they might find traditional lessons boring or lack a sense of purpose.

2. Engaging them in a fun but educational activity like coding, debating, or music helps rekindle their interest in learning.

3. The strategy document suggests that offering extracurriculars is a tool for boosting motivation before returning to academic tutoring.

Example pitch:

"I noticed that [Student's name] hasn’t been very motivated in traditional lessons. What we’ve seen with students like them is that engaging in a fun learning activity—like coding or public speaking—helps bring back their interest in studying. Would they enjoy trying a free trial in one of these activities?"

6. What is the best approach if a parent is considering an upsell but says, “We need to think about it”?

• Move them to the “Declined_upsell_done” stage.

• Push them to decide immediately to avoid losing the opportunity.

• Ask what specific concerns they have and schedule a follow-up call within 24 hours.

• Respect their need for time and follow up in a few months.

Answer explanation

✅ Many customers say “We need to think about it” as a soft objection.

1. This phrase often signals hesitation rather than an outright rejection.

2. Instead of accepting the delay, a good sales rep uncovers the real concern by asking:

2.1 "I completely understand. Just so I can better assist, what specifically do you need to think about?"

2.2 "Is it about the pricing, scheduling, or the tutor’s fit? I’d be happy to help clarify anything."

3. Then, they schedule a follow-up call within 24 hours, ensuring the conversation stays active.

🔹 Example Response:

"I totally understand! Many parents take time to decide. Just so I can provide the right information, is there something specific you’re unsure about—like lesson frequency, pricing, or the tutor? I can call you back tomorrow at 10 AM to go over any remaining questions. Would that work for you?"

7. If a parent agrees to an upsell but doesn’t pay within 24 hours, what should the sales rep do?

• Send an automated email reminder and wait.

• Call them and remind them that tutor availability is limited.

• Assume they changed their mind and move on.

• Offer a last-minute discount.

Answer explanation

✅ Most customers delay payments due to distractions, not lack of interest.

1. If a parent already agreed to the upsell, the hardest part of the sale is already done—they’ve committed mentally but haven’t completed the action.

2. The best approach is to re-engage them with urgency by calling and reminding them of limited tutor availability.

Example response:

"I just wanted to follow up since we’ve reserved the tutor’s time for you. We can only hold the spot for another day before it becomes available to other students. Would you like me to send the payment link again to make it easier?"

8. A parent is open to upselling but says their child “doesn’t have time.” What is the best response?

• Suggest alternative scheduling options, like weekend or shorter lessons.

• Accept their decision and move on.

• Tell them that every child can make time for tutoring.

• Offer a discount as compensation for their busy schedule.

Answer explanation

✅ The “no time” objection is usually a logistical problem, not a real rejection.

1. Most students have busy schedules, but that doesn’t mean tutoring isn’t needed—it means they need a flexible solution.

2. Instead of accepting the objection at face value, a great sales rep removes the barrier by offering alternative times that work with their routine.

Example response:

"I completely understand! Many of our students have packed schedules, which is why we offer weekend and evening slots. We can also do shorter lessons to fit into study breaks. Would one of these options work better for you?"

9. What should a sales rep do if a parent wants to add more lessons with the same tutor, but the tutor is inactive?

• Call the tutor and confirm availability before promising anything to the parent.

• Automatically assign a different tutor.

• Tell the parent they need to wait until the tutor is active again.

• Encourage the parent to pick a different subject instead.

Answer explanation

✅ Making promises before confirming tutor availability creates risk and damages trust.

1. If a tutor is inactive, it doesn’t necessarily mean they are unavailable permanently—they may still be able to take on additional lessons.

2. Instead of assuming, the rep should proactively check before giving the parent an answer.

Example Response to the Parent:

"That’s a great idea! Before we finalize, let me check directly with [Tutor’s Name] to confirm their availability, and I’ll get back to you shortly."

10. If a parent declines an upsell, what should a sales rep always do?

• Record the reason for the decline in CRM.

• Remove them from future upsell opportunities.

• Offer a discount to change their mind.

• Never contact them again