Upsell Opportunity Identification Checklist
Covers customer profile, vehicle model, usage type, finance eligibility, service history, lifestyle needs, and relevant upsell options.
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1. Is the customer's vehicle model and variant confirmed before any upsell recommendation is made, ensuring all recommendations are compatible and relevant to the specific vehicle?
2. Is the customer's vehicle usage profile (annual mileage, driving environment, journey type) assessed as part of the upsell identification process?
3. Is the customer's service history reviewed to identify maintenance upsell opportunities — overdue items, items declined at prior visits, upcoming scheduled items — before the service visit begins?
4. Is the finance agreement status (remaining term, monthly payment headroom) considered when assessing whether finance-based upsells (extended warranty, service plan) are appropriate?
5. Is the customer's lifestyle and stated interests used to identify relevant accessory upsell opportunities, with no generic recommendation made without a customer-specific rationale?
6. Are technology upsell opportunities (dashcam, connectivity upgrades, driver assistance add-ons) identified based on the customer's vehicle specification — only recommending items not already fitted?
7. Are seasonal upsell opportunities (summer tyres, winter kit, air conditioning service) identified proactively based on the time of year, not only when the customer mentions a concern?
8. Is the customer's EV ownership status (if applicable) used to identify EV-specific upsell opportunities — battery health check, home charging upgrade, extended EV warranty?
9. Are upsell opportunities prioritised by customer relevance and revenue potential, with high-value items presented before lower-value additions?
10. Is the upsell recommendation framed around the benefit to the customer's safety, comfort, or cost of ownership — not positioned as a product the dealership wants to sell?
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