The Word “Upselling” is the one that has been traditionally used in the hospitality industry, but does this fit in with your business culture?  If and your staff might think that it is a bit mechanical and fill them with fear and anxiety then choose something different. “Cross-selling”, “Improving Customer Value” or “knowing Your Customer”, perhaps? Whatever you choose to call it, make sure that your staff are comfortable with it and that it motives and inspires the right behaviours. With the right culture in place you will increase profits and reduce staff turnover which in turn will reduce your staff costs.