“We have been talking about creating a sales culture and improving cross-sales for decades. Now, in 2 months, we improved our mystery shopping scores from 7.5 to 9.3, and we increased our average cross-sales ratio in 7 weeks from 2.9 to 5.1. One of our CSRs is now averaging over 7 cross-sales for each new customer. The best part is that we are creating a sustainable system that is going to keep our scores up year after year.”
K. Knudsen
by Jagdish | Sep 8, 2025