Lesson 9.5

Ethical Upselling & Recommendations

Estimated time: 7 minutes

Businesses often want employees to recommend additional products or services.

There is nothing automatically wrong with that.

Ethical upselling means:

Recommend something because it is reasonably relevant—not simply because it produces more money.

Scenario

A customer buys a basic service.

The employee receives commission for selling a more expensive package.

The customer does not need the additional service.

The employee says:

“You absolutely must buy this or you will have problems.”

The employee has no basis for that claim.

That is not responsible selling.

Ethical Recommendation

You might say:

“There is an additional option that includes X and Y. Based on what you’ve told me, you may find Y useful. The standard option will still meet the basic need.”

Now the customer can make an informed choice.

Avoid

false urgency
exaggerated claims
pretending an optional service is mandatory
hiding the cheaper option
recommending something you know is inappropriate
inventing consequences to frighten someone into buying

Nigeria’s Federal Competition and Consumer Protection Commission (FCCPC) says businesses should not engage in unfair or exploitative conduct and should not issue wrongful or deceptive advertising or representations.

More Workplace Examples

Electronics shop — helpful recommendation

A customer needs a cable compatible with a device.

BETTER RESPONSE

Check compatibility and explain a suitable option and its price

a recommendation is helpful when it answers the actual need.

Salon — unnecessary add-on

A client asks for a basic service that already meets their request.

BETTER RESPONSE

Do not present an extra treatment as compulsory just to increase the bill; explain any optional benefit honestly and respect a refusal.

Clothing shop — misleading scarcity

An employee says, “This is the last one,” without checking stock.

BETTER RESPONSE

Do not invent scarcity to pressure a sale; verify availability and state only what is known.

Printing business — cheaper suitable option

A customer needs simple handouts.

BETTER RESPONSE

If the standard paper meets that need, do not hide it to sell premium paper. Explain both relevant options, prices and genuine differences.

Hotel — recommendation based on need

A guest asks for a quiet place to work, not a larger room.

BETTER RESPONSE

Check which approved option meets that need and explain it honestly rather than automatically pushing the most expensive package.

Remember

A good sale should not require the customer to be misled.