Box Agents Upselling?

Hi Gloria,

We’re actually currently trying out an incentive program. When a staff member converts a patron from a single or 2 show sale, into one of our Create-Your-Own packages, they get raffle tickets. They get 1 ticket for every 3-or-4-shows (minimum) and 2 for every full package or 5-or-more-shows sold. It’s a pick-a-prize raffle so they can put their raffle tickets into whatever item they want to win, which in our case is a choice between an iPod nano (the big prize), a set of 4 movie tickets, and some other items I can’t remember off the top of my head. The drawing is at the end of this month. We do not require our staff to meet a particular quota so they have the choice.

We also set up a group goal, where if we meet the number of sales we’ve set, we can do a pizza party or really whatever the staff decides to vote on.

We’re still working on our group goal, but the program was for the most part well received among our staff. There are some mentions of flaws within the program (i.e. some staff members don’t work as often as others, someone gives the patron the info but calls and gets another staff member to actually finalize an order, etc.), but in the end, it’s still a raffle and will still be up to chance. If a staff member tells us that the patron they helped out was initially assisted by someone else, we make an exception and give both raffle tickets.

Hope this helps. If you have any questions, please let me know.

~Karen

Please update your records to include my new e-mail address: KDiche@SCFTA.org

Hi Folks,

Just wondering...do your box office agents upsell events/classes/workshops, etc.? If so, do you provide incentives? How do you track an agent's upsell results?

Gloria

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Hi Gloria,

We’re actually currently trying out an incentive program. When a staff member converts a patron from a single or 2 show sale, into one of our Create-Your-Own packages, they get raffle tickets. They get 1 ticket for every 3-or-4-shows (minimum) and 2 for every full package or 5-or-more-shows sold. It’s a pick-a-prize raffle so they can put their raffle tickets into whatever item they want to win, which in our case is a choice between an iPod nano (the big prize), a set of 4 movie tickets, and some other items I can’t remember off the top of my head. The drawing is at the end of this month. We do not require our staff to meet a particular quota so they have the choice.

We also set up a group goal, where if we meet the number of sales we’ve set, we can do a pizza party or really whatever the staff decides to vote on.

We’re still working on our group goal, but the program was for the most part well received among our staff. There are some mentions of flaws within the program (i.e. some staff members don’t work as often as others, someone gives the patron the info but calls and gets another staff member to actually finalize an order, etc.), but in the end, it’s still a raffle and will still be up to chance. If a staff member tells us that the patron they helped out was initially assisted by someone else, we make an exception and give both raffle tickets.

Hope this helps. If you have any questions, please let me know.

~Karen

Please update your records to include my new e-mail address: KDiche@SCFTA.org

Hi Folks,

Just wondering...do your box office agents upsell events/classes/workshops, etc.? If so, do you provide incentives? How do you track an agent's upsell results?

Gloria

This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Ticketing Forum. You may reply to this message to post to the Ticketing forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!