This is a common misconception resulting in missed opportunities in all industries to provide great customer value during touchpoint interactions.

As with all these items, there is both opportunity and risk involved. The risk with this one is twofold: First, never try to sell a customer something until you have handled, to their satisfaction, whatever the issue was for which they originally called.

Second, never make a generalised, mass-market, blanket offer. The opportunity here is reciprocal: After the customer's issue has been addressed, it is almost always appropriate to make them an offer as long as it is tailored and targeted to their personal interests and values.