What does 'up-selling' mean in a customer service context?

In the customer service context, 'up-selling' refers to the practice of suggesting higher-end products or services to customers. This strategy aims to enhance the customer's experience by presenting them with options that may better meet their needs or desires, often leading to increased satisfaction and higher sales.

When a customer is considering a purchase, a representative might highlight features or benefits of a more advanced product that complements or replaces what the customer originally intended to buy. This not only drives additional revenue for the business but can also provide customers with greater value by ensuring they are aware of the latest technologies or additional features that improve usability or performance.