It is - you’re not trained to upsell, only to give the customer what they need to do what they want.
replyCan be a little annoying (an employee actively tried to downsell my partner, even though they knew what they wanted), but overall it’s a nice practice.
Yeah they always try and talk me out of battery replacements, saying it doesn’t need it because it’s on 81% durability rather than 80%.
replyI worked in AppleCare and even we support techs had incentives to sell products.
replyIncentives matter more than training.