This Tech Tip discusses upsells performance tracking.

The Upsell Business Case

A customer calls and places an order for Product A.   Advantage "knows" that people who ordered Product A also ordered the "I’ve Got To Have It" book.  So an upsell script pops up with an enticing offer for the book – one that your customer agrees to.   Ideally, this positive result takes place more times than not.

Wouldn’t it be nice to know the precise success rate of your staff's upsell efforts?  Well, you’re in luck--Advantage can track and report the number of sales made from upsells compared against the number of upsell opportunities.  Here’s how it works.

Upsell Performance Tracking

Advantage tracks performance statistics in the upsell activity table (CPNUSA-M). It writes an entry each time an upsell is listed during an operator’s session (defined as the upsell opportunity) and then updates the entry with how it was resolved.  The entries get written to CPNUSA-M for all upsell types created with the upsell definition view (CPNUPS). The table contains:

* Upsell script ID from CPNUPS view

* User accessing the script

* Date and Time

* Outcome

  - L – upsell was listed

  - P – upsell script was accessed

  - S – actual sale resulted from the presentation

  - A – alternative promo choice was accepted

* Currency and Sales amount

Reporting Upsell Performance

Run the CPN680 report on upsell performance activity.  To purge old upsell activity records, use the CPN885 process.

For more information refer to your Master Order manual or contact your Advantage account manager.