When I've been out helping companies improve the cross-selling skills of their staff, I've noticed that when calls are similar, the sales folks zone out, don't listen to the customer, and as a result, miss sales opportunities. I don't know about you, but I don't like the laundry list of add-on products presented at the end of the call. I will, however, often respond to a targeted offer based on something I just said or inquired about.
If your sales reps are missing opportunities for cross-selling, create a game or contest to reward them for opportunities acted on…not just sales made. This will encourage them to listen more and connect additional products and services to what the customer is saying. The more opportunities your sales reps act on, the more sales they'll make!