Retention Upsell Competition: “Double the Value”

Goal: Upsell customers who currently have only one active fuel (Electric or Gas) by offering eligible bonus rewards or a one‑time 20% courtesy adjustment on their active fuel.

Primary Objective: When speaking with a customer who has only one active fuel, agents should attempt to enroll the customer in the second fuel by highlighting added value and or rewards.

 Competition Structure

Weekly Champion

• Highest number of upsells = gift card

 Suggested Upsell Script (Clear, Compliant, and Customer‑Friendly)

Opening the Opportunity

“While reviewing your account, I noticed you currently have only [Electric/Gas] with us. Many of our customers choose to enroll both fuels to receive supply services from [Company Name].

Value Proposition

“If you’d like, I can check whether your account qualifies for bonus rewards or a one‑time 20% courtesy adjustment on your current fuel as a thank‑you for adding the second service.”

Benefit Framing

“By having both Electric and Gas with us, you streamline your service,  It’s a simple upgrade, and I can take care of everything for you.”

Closing the Upsell

“Would you like me to go ahead and add the additional fuel so you can take advantage of this benefit?

 Best Practices for Agents

1. Lead With Value, Not the Sale

Customers respond better when they understand why the offer benefits them.

2. Use Soft Language

Avoid pressure. Use phrases like:

• “If you’d like…”

• “You may qualify for…”

• “Many customers choose…”

3. Keep It Conversational

Sound natural, not scripted. Adapt to the customer’s tone.

4. Always Confirm Eligibility Before Promising Rewards

Stay compliant and accurate.

5. Document Everything

Proper notes = points + compliance protection.

 What to  Listen For

1. Pain Points

• High bills

• Desire for stability

• Confusion about supply charges

• Interest in rewards or savings

These open the door for the upsell.

2. Positive Signals

• “I didn’t know that.”

• “How does that work?”

• “What do I get for adding it?”

• “I want to save money.”

These are green lights to move forward.

3. Objections

respond calmly:

• “I understand — many customers felt the same way at first…”

• “Let me show you how this actually benefits you…”