Wait so this is similar because when you go to a store, whose employees sole job to sell you something, it is like when you go to technical support, expecting someone whose sole job is to support your issue? They are 2 distinct types of employees. When I go to a store I expect to be upsold. When I contact customer service for a problem I do not expect to be sold something.
You may not expect it but many companies, that sell to customers as opposed to those who manufactur a product and sell through retailers, expect anyone who regularly deals with customers to try to upsell. Some are low key and others pushy. Airlines for example ask if I need a hotel or car at my destination. When I say no there is no they say thanks have a nice flight. Trying to camel SiriusXM was a nightmare of "no I don't x free months. Just cancel it" before the retention guy cancelled it.