Outsourced Upsell Service For Movers
Sales books the move. We turn that booking into more revenue with trained, scripted upsells for packing, storage, crating, and insurance. Same crews, same trucks, same overhead. Up to $20K added per $100K of moves.
12 questions, 3 minutes, instant score
The single biggest under-used revenue channel in moving is post-booking upsells. The customer already chose your company. They already agreed to the base price. They are not shopping anymore. From a sales psychology standpoint, this is the easiest sell in your entire pipeline, and most moving companies leave the entire revenue stream on the table because nobody owns it.
We own it. Our trained agents pick up every booked move and run a custom must-offer list during the quality control or furniture update call: packing supplies, full packing, crating, storage, insurance upgrades. The pitch is soft, the script is calibrated, and the conversion math is real. On average, a trained agent adds up to $20,000 in extra revenue for every $100,000 of moves handled.
per $100K of moves handled
20% revenue lift, pure margin. No new trucks. No new crews. No new overhead. Just trained agents who know how to offer the right add-on at the right moment with the right phrasing.
Most movers we audit are running an upsell rate of 2 to 5%. Closing the gap to 20% is what this service is for.
What We Upsell
Five categories, each one calibrated to your pricing, your tiers, and the customer's actual situation.
Packing Supplies
Boxes, tape, paper, wardrobe boxes. Most customers underestimate how many they will need by half. We offer the right quantity at wholesale rates with takeback on unused inventory.
Full Packing Service
Especially for 2-bedroom and up, customers with kids, or short-notice moves. The customer who said 'I'll handle it myself' often changes their mind a week before move day. We catch that moment.
Crating
Pianos, marble tops, glass, large mirrors, large art. If the inventory list includes any of these, we offer crating as protection. High margin and a real damage-prevention story.
Storage
If a customer mentions a Public Storage or Extra Space unit, we pitch your own storage instead. Better outcome for them, second-move revenue for you. See the dedicated section below.
Insurance Upgrade
Standard coverage pays 60 cents per pound and replaces almost nothing. Full-value protection covers actual replacement cost. We always offer this on moves with electronics, art, antiques, or high household value.
Why Post-Booking Is The Easiest Sell
Selling to a booked customer is a different game than selling to a prospect. Four reasons it converts much higher.
Already Committed
The customer already chose your company and signed off on the base price. They are not shopping anymore. The base trust is already there, which removes 80% of the friction.
Smaller Relative Cost
An extra $400 on a $4,000 move feels different than $400 standalone. The math anchors against the move total, not against zero. Upgrades feel small.
Different Question
'Do you also want this?' is psychologically miles away from 'Should you hire us?'. The customer is making one small decision inside a decision already made, not starting from scratch.
No Competing Quotes
They are not getting three other estimates on packing service. They are getting one offer from the company they already trust to move them. Conversion is dramatically higher.
The Public Storage Capture
Customer just booked a 3-bedroom move. During the QC call they mention their destination is a Public Storage unit (or Extra Space, CubeSmart, etc.). Most companies would just deliver and move on. We don't. This is one of the highest-margin upsells in moving.
The Soft Question
"By the way, did you know we offer storage too? A few real advantages. The blankets stay on your furniture the whole time, which means way less chance of damage versus moving everything into Public Storage where you have to unwrap it. You don't have to buy a lock or worry about rodents, our facility is climate-controlled and secured. And when you're ready to move out of storage, we already have your inventory on file, so booking the second move is one phone call."
Less Damage Risk
Blankets stay on, less handling
No Lock Hassle
Climate-controlled, secured
Second Move Booked
You handle move-out too
What you just did: captured a second move booking, eliminated a damage risk, and increased the average ticket by thousands. The customer is grateful because most of her concerns about Public Storage just got solved in one sentence.
How We Sell Without Being Pushy
Three techniques our agents use on every call. None of them feel like sales to the customer.
The Soft Question
"By the way, are you aware we offer professional packing? For a 2-bedroom that usually runs $400 to $600 and saves you 8 to 10 hours of work the week before the move." Soft opener, concrete number, real benefit. Easy to say yes to. Easy to say no to. Zero pressure either way.
Listening For The Wish
Customers tell us what they want without ever asking for it. "I wish I didn't have to pack" is a buying signal dressed up as a casual comment. We catch the wish, reflect it back as an offer, and the customer almost always says yes because we offered exactly what they just told us they wanted.
The Choice Principle
If your company offers something the customer might benefit from and we never mention it, we made the decision for them. That is worse than offering and being told no. Hiding the options is pushy. Offering them is service.
The principle: if your company offers something the customer might benefit from and nobody ever mentions it, you made the decision for them. Hiding the options is pushy. Offering them is service.
Part Of A Bigger CS System
Upsell work runs inside the Coordinator call and the Post-Move follow-up. Stack the services for compound revenue lift.
The customer journey from booking through post-move. Upsells happen inside the QC call.
Same-day responses, requests, flagging, reputation correction.
Reviews, video testimonials, and full escalation handling.
Sub-3.5 star turnaround with intermediary authority and dispute budget.
How The Upsell Engine Runs
Five phases. Revenue starts hitting within two weeks.
Audit & Setup
We review your current upsell rate, identify which products are underpriced or under-offered, and build a custom must-offer list for your company across every service tier you sell.
Script Build
We write scripts for each upsell with your pricing, your benefits, and your edge cases. Every agent runs from the same playbook so the offer is consistent on every call.
Live Upsells
Our team starts upselling on booked moves during the quality control or furniture update call. Tracked in your CRM. Revenue starts hitting within days of go-live.
Reporting
Written report: total upsell revenue, conversion by service type, average dollars per move, top-converting offers, and which customer profiles are buying which add-ons.
Script Tuning
15-minute call every 90 days. We look at which offers are converting, which are not, and adjust the scripts. New service launching? We add it to the must-offer list.
Costs $7/hr, Pays For Itself
Outsourced upsell sits in the same hour budget as the rest of our Customer Support for Moving Companies service. You buy hours, we use them where the revenue is.
Most clients see the upsell revenue pay for the entire CS engagement many times over within the first 90 days.
What changes your hour count
Move volume
A company doing 50 moves a month needs fewer upsell hours than one doing 300.
Service complexity
More service tiers and more upsell categories means more time per call.
Lead source mix
Self-booked customers convert different upsells than broker leads.
Service mix
Bundling this with the Coordinator or Review Management on the same budget scales hours up.
Frequently Asked Questions
Won't my customers find this pushy?
No, because we do not pitch. We use what we call soft-question selling: 'By the way, are you aware we offer packing?' The customer can say yes or no with zero pressure. The phrasing is service, not sales. Most customers thank us for mentioning it because they didn't know the option existed.
What is the actual upsell rate you achieve?
A trained agent adds up to $20,000 in extra revenue for every $100,000 of moves handled. That's a 20% revenue lift. Same crews, same trucks, same overhead. The variance depends on your service mix and how many upsell categories you turn on.
How does this work without us doing anything?
We integrate with your CRM (SmartMoving, MoverBase, Elromco, eMover, or a spreadsheet) and pull every newly booked move. Our agents reach out as part of the quality control or furniture update call with a custom-built must-offer list for each customer. You see the results in a monthly report.
What happens if a customer says no?
Nothing. We move on. No second pitch, no pressure, no follow-up. A clean no protects the customer relationship and keeps your brand from feeling like an upsell trap. Most of the customers who say no on the first ask still book the move and leave a 5-star review.
Do you do upsells on phone, email, or both?
Both, with phone doing the heavy lifting. Email confirms what was offered and adds a no-pressure way to say yes later. The biggest upsell wins (packing, storage) happen by voice during the quality control call.
Is this trained for specific products and pricing?
Yes. During onboarding we build a custom must-offer list for your company: your packing service tiers, your storage rates, your crating capabilities, your insurance options. Every agent runs from the same script so the offer is consistent across every customer.
How do you handle customers whose destination is a Public Storage unit?
This is one of the highest-value upsells we run. When a customer tells us they're moving into Public Storage or Extra Space, we pitch your own storage instead. Blankets stay on the furniture (less damage risk), no rodent or lock issues, climate control, and you capture the second move when they move out. The whole pitch is in the page above.
How much does this cost?
Starting at $7 per hour, same as the rest of our Customer Support for Moving Companies service. Most clients see the upsell revenue pay for the entire CS engagement many times over within the first 90 days.
Find Out What 20% More Revenue Looks Like
Book a 30-minute discovery call. We'll look at your current upsell rate, your service tiers, and your real volume, and show you what a fully built upsell program would add to your top line.
Not ready for a call? Take the 3-minute CX assessment first.
Related Customer Service For Movers
The full customer journey, with upsells happening inside the QC call.
Reviews, video, escalations after the move closes.
Same-day responses to every review on every platform.
Customer Service for Long Distance Movers
Coming SoonBuilt for interstate and cross-country routes.