I really dislike the upsell around ubiquitous, commodity products. If I wanted popcorn, I probably could have gauged and responded to that desire on my own. I only appreciate the upsell when it is a value play for the customer where the customer either
- saves money (e.g., supersize this) or
- where the product has some unknown or confusing features (e.g., sommelier who says try this pinot noir instead of that one because it better matches the food, even though it is more expensive) or
- where the customer doesn't know about an option (e.g. navigation system on a car)
When the upsell is only around making more money for the business, it is so blatant that I could actually see it driving some customers away ... it has a negative impact on the brand. I think this principle is probably true no matter what you are selling .... cars, movies, enterprise software, whatever.
The old saying, though, about never projecting your own thoughts onto the whole customer base holds true. I'd be curious to see some numbers on this to determine if there is sizable revenue bump from the commodity upsell. Maybe more people than I think actually appreciate being reminded to buy popcorn.