# THE OPERATIONAL UPSELL (COACHING NATURAL PHRASING)

Page: https://stenobird.com/podcast/survive-essentials-for-c-store-assistant-managers-6571992/the-operational-upsell-coaching-natural-phrasing
Text version: https://stenobird.com/podcast/survive-essentials-for-c-store-assistant-managers-6571992/the-operational-upsell-coaching-natural-phrasing.md
Podcast: [Survive: Essentials for C-Store Assistant Managers](https://stenobird.com/podcast/survive-essentials-for-c-store-assistant-managers-6571992)
Published: 2026-05-01T23:42:48+00:00
Episode link: https://share.transistor.fm/s/2da7f6ae
Audio file: https://media.transistor.fm/2da7f6ae/c04f9aff.mp3
Processing state: not_requested
JSON: https://stenobird.com/v1/public/podcasts/survive-essentials-for-c-store-assistant-managers-6571992/episodes/the-operational-upsell-coaching-natural-phrasing
Duration seconds: 323

## Resource

SHOW NOTES (SURVIVE VERSION) Episode Title: The Operational Upsell: Coaching Natural Phrasing (Episode 85) Episode Description: "Your shift is failing to maximize its revenue potential because you allowed your employee to rely on a forced script." In this episode of Survive, Mike Hernandez explains why Assistant Managers must actively coach their sales associates to abandon mechanical promotional scripts and start using situational awareness to increase the average transaction amount. What You Will Learn: The P&L Podcast: A special announcement regarding the official launch of a new financial training resource for the convenience store industry. The Mechanical Failure: Why allowing your staff to recite the exact same question to every customer completely destroys the transaction conversion rate. Situational Suggestion Coaching: How to temporarily close the register and teach your employees to physically analyze the customer's items to determine a highly probable need. The Roleplay Protocol: How to physically practice natural phrasing examples on the sales floor to ensure your staff executes the technique correctly. Resources & Links: The P&L Podcast: Subscribe for free at app.hiro.fm/channel/the-p-l-podcast . (Link also available directly in the audio). Download the Suggestive Selling Coaching Guide: Text the code word PHRASE to 9 5 6 - 8 9 7 - 9 1 9 2 . Recommended Listen: Thrive: Episode 94. Watch the Channel: Check out the YouTube channel and subscribe at @cStoreCenter .

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## Transcript

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