I could see the customer didn't need the bigger plan I'm supposed to push, that the cheaper one would serve them better. But my bonus rides on the upsell. I sat on the call caught between telling them the truth and hitting the number that keeps my boss happy.
More people experience this than they realize.
Caught between what's actually good for the customer and the number you're measured on.
If this sounds familiar, the Library can help you find the bigger picture.