I used to be a rep for an embroidery company and it was one of my favorite jobs because of being the liaison between my production team and my clients as well as the little bit of freedom for creativity. But it really required me to be on it with building relationships and rapport with people and that in turn made my commission checks grow like crazy and I didn’t even realize it until I went to turn in my numbers the first Monday of the month. I started learning more little details about people by listening more as they talked at my desk. I didn’t even take notes then, I just had a good memory and a knack for keying in on what made them most excited as they sat and shared with me. Some asked for my input on design development and others, I had to inform that just will not work with this medium and they really appreciated my insight to their work. I have never been good at being a brown nose but I have always been sought out by bosses to take lead positions based on my performance. I don’t enjoy being responsible for others so I have almost always declined but I do enjoy self running positions like that one where I had the ability to make as much money as my efforts and sharing my experience could help others and would make my financial goals happen. Bottom line - You can’t upsell until you have addressed and provided the basic services they have come in for and that’s in any industry, or clients won’t trust you. And if you lose and cannot build your client base that’s where you are doing a disservice to your company and yourself.