Overview
To gain more revenue per customer, companies are asking their customer service reps to up-sell and cross-sell during their calls. Not surprisingly, many of these employees are not happy! They perceive themselves as service professionals, not salespeople. The world in which sales professionals have to operate in has changed dramatically. Today, competition in almost every field is much more aggressive and intense than ever before. Customers are better informed, more discerning and more demanding.
Whether in selling a product or service, the rapidly changing landscape confronting service professionals requires a drastic change in mindset towards selling. Service professionals need to approach the task professionally rather than simply rely on acumen, better products, and other street-wise selling techniques.
Your employees will leave this training with a new attitude toward sales and with the skills to be successful in cross-selling, upselling, and overcoming resistance in a way that boosts buyer satisfaction and the bottom line.
Skills Covered
Upon completion of this programme, the participants will be able to :
- Understand sales as an advanced type of service
- Recognize buyer needs
- Listen for or create opportunities to cross-sell
- Create a natural, conversational bridge to the offer
- Have more confidence
- Overcome resistance in a positive way
- To improve sales performance.
- Build rapport and develop relationship building skills.
- Develop a professional sales approach.
- Improve closing techniques and confidence.
- Equip sales professionals with skills and techniques to uncover customer needs and meeting these needs more effectively
- Provide participants with the opportunity to apply these skills in the practical ‘role-play’ session
Prerequisites
There are no prerequisites required to attend this course.
Target Audience
This program is suitable for All Executives involved in Customer Service, Sales Support, Sales and Marketing or any individual who wishes to improve sales performance, increase his company’s customer base and retain existing customers can benefit from this workshop.
Level for Executives and above
Module 1: Bringing Value to the Customer
- Always Sell Benefits
- Two components to every sales presentation —Content & Form
- Know your stuff
- Bringing value to customers through cross-selling and up-selling
- Matching features and benefits to customer needs
- Role Play
Module 2: Selling Styles
- Matching your Style to the Client
- Creating an Impact
- Building Trust
Module 3: Adding Value Through Cross-Selling
- Identifying the types of cross-selling
- Understanding why people buy
- Listening for cross-selling opportunities
- Creating opportunities for cross-selling
- Bridging to the offer
- Questioning to grab interest
- Introducing benefits
- Gaining commitment
- Role Play
Module 4: Adding Value Through Up-Selling
- Increasing the quantity of the customer’s order
- Upgrading the product the customer ordered
- Understanding when to up-sell
- Questioning to determine customer needs
- Introducing benefits
- Gaining commitment
Module 5: Handling Resistance
- Understanding why customers resist
- Learning when to overcome resistance
- Handling customer resistance
- Clearing up misunderstandings
- Techniques for Handling Resistance
- Role Play
Module 6: Closing the Sale
- Make sure you ask for the order
- How to “ask” properly
- Understand the decision process within the customer
- Guide the actions to come to a decision
- Make it simple for them to decide
- Segmenting and classifying your accounts
- Different Levels of Relationship
- Developing and Nurturing Relationships
Exam & Certification
This course is not associated with any Certification.
Training & Certification Guide
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