Incentivising staff to cross-sell
The staff working on the counter had only recently begun selling non-postal products. To introduce them to the idea of offering mobile phone top-ups we created a reward scheme with a gift voucher incentive. Staff were encouraged to ask customers "Would you like to top-up your mobile today?" when they made a transaction. To support the campaign we produced desk tent cards to prompt staff and postcards to inform them about new products such as the 118 directory service.