Cross-Selling v. Upselling

Cross-Selling vs. Upselling for lawyers from our friends over at Technolawyer:

Cross-Selling v. Upselling

Tom Rowe's post, wherein he equates cross-selling of legal services to upselling, compares apples and oranges. Upselling occurs when a vendor attempts to tack on extras or upgrades when a buyer comes in to buy a specific item, often because the advertised item won't do the job that the customer expects, or tries to sell "extras" that the client doesn't really need. If the customer's expectations were reasonable, then this is a form of a "bait-and-switch" and is objectionable.

Cross-selling, by contrast, occurs when a customer has obtained services that are of value to him, and retains the law firm for additional services because the firm has established a level of trust about the competence of their services. Cross-selling is therefore of benefit to both the law firm and the client.