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Introduction
Upselling and cross-selling can be valuable skills, yet many customer service professionals are reluctant to add these skills to their repertoire because of the “stigma” associated with selling.
Both skills create higher value for you and your customers and staff will feel more confident selling when they understand how to demonstrate ‘adding value’.
Knowing how to ask the right questions, will gently open the door for greater opportunities, and will help your ‘buyers’ make a better buying decision, and become enthusiastic fans of your organisation and the great customer service that you provide.
Cross selling is about offering a complimentary product or service from the same category. Upselling is about offering upgrades to your customers that will improve their satisfaction with a purchase Both are about informing the customer about other products or services that they may have otherwise been unaware of, whether it involves improved features, increased volume, an additional service or a more deluxe version of the product. While the ultimate aim is to increase average order value, you are offering true value for that additional expense.
Benefit to the Organisation
Programme Objectives
By the end of this training, participants will be able to:-
Programme Content
Personal Action Plans