Yesterday was an eye opening experience for me. Prior to my shift I had to call my local phone company and order long dist. for another project I will be working on. When I called and let the csr know what I wanted not only did she submit my order but she also had alot of upsells. I was quiet and patient and listened to her. She was bright and cheery. Of course I did not take them becuase I don't need all the bells and whistles for my phone because we are not supposed to have them anyway. But I left that phone call impressed. So I started my shift and I took those calls with a positive attitude. I did not cringe when a call came in that I knew it was going to have tons of upsells and apos. The first call the lady was very nice but listened patiently through the whole call and she ordered just what she wanted. The second guy that called in I approached him also in a cherry and helpful attitude. He did not purchase the upsells but did agree to both apo's. I believe it is the way we present ourselves. We can't make the customers purchase the upsells or the apo's but if you are nice they will listen, and that is all that can be expected and it shows that you are adhering to the policies and requirements. Most jobs now have a form of selling, even if you work in a traditional call center which I have worked in many there is a form of upselling. If you don't adhere they coach if you still continue not performing as expected you are gone. If we answer the call thinking oh my god this one is going to be a ton of upsells and inside feeling that you don't want to do it the call will not go good. I know because I have been there. We have to remember that we are not twisting these customers arm all we are doing is offering them additional products and they are the ones that have the option of agreeing to it or not. It took 1 call that I made yesterday to see this. Lastly if this was your product that you were selling would you not want to make as much as you could with each sale? If you are honest you will say yes. Remember these company's spend thousands of dollars on tv advertising which I am sure is not cheap. If they are not successful why would they need us. We need them because that is how we get our paychecks. So I am approaching my job with a different attitude, by being cheeful, helpful and lastly becoming a success.