Retail · Customer Service · 2-3 minutes

Retail Post-Purchase Upsell Script

A short, low-pressure upsell script for post-purchase calls that increases average order value without harming NPS.

Script

Agent

Hi [First Name], this is [Your Name] with [Store]. I'm calling to confirm your order and see if you have any questions before it ships.

Agent

Everything looks good on my end. Because you picked [Product], a lot of customers add [Companion Product] at the same time and save on shipping. Would you like me to add one to your order?

Note

If they say no once, thank them and move on. Do not re-pitch.

Agent

Sounds good. Your order ships today and you'll get a tracking link by email tonight. Thanks for shopping with us.

Use cases

· Order confirmation calls
· Post-checkout add-on offers
· Warranty upsell

Compliance reminders

· Confirm consent before adding any charge to the order.
· Read return and cancellation terms for any add-on.
· Do not use pressure tactics; a single ask, then move on.

Practice this script live

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