• USA Today, Friday, April 10, 2009 11:15 AM

Businesses increasingly are asking their front-line workers to "upsell" consumers -- to try to persuade them to take an extra or two that adds to their transaction, Theresa Howard reports. The classic example, of course is McDonald's workers asking, "Would you like fries with that?" but Southwest has gained $100 million in annual revenue by upselling to its Business Select-class.

"If you are putting customer needs first and being sensitive to what people need in this environment, it can help you," says Steve McKee, author of When Growth Stalls: How It Happens, Why You're Stuck & What To Do About It. "You can sense when someone is trying to upsell you vs. when someone is trying to meet your needs."

Other companies actively engaged in the process are Old Navy and Hudson News, whose clerks are asking folks who buy magazines and chewing gum, "Do you want [Dasani] water with that?" T.G.I. Friday's, on the other hand, trains workers to push its loyalty program of discounts and promotions for regulars.

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