Cross-selling and Up-selling Skills

Cross-selling and Up-selling Skills

Who Should Attend

Customer Service Professionals – Contact Centres.


Course Outline

Concepts of

Customer Servicing

and Sales

• The definition of Marketing, Sales and Customer Service

• The concept of customer service and its value of customer retention

• Definition of Caller Satisfaction, Conversions and Up-Selling

• Understanding potential revenue impact on every call received

• Developing a personal management plan to manage targets

Up-Selling Opportunities • Understanding of products and services offerings and what can be up-sell

• Defining its advantages, benefits and target market

• Stages of Selling – Tune In, Identify Opportunities, Match Needs, Seek Agreement

• How to be an Effective Sales Professional

• Developing the skills of connecting, questioning, and probing, listening, confirming and providing

Converting Shoppers Into Buyers • Recognising shoppers behaviours

• Understanding shoppers needs

• Recommending the right service/product at the right rate

• Overcoming various types of objections and price resistance

Want to know more? Click on the “Contact Us” button below and we’ll be in touch to discuss how we can help you start on this journey.