CSP
Cross-Selling and Up-Selling
Cross-Selling and Up-Selling
Understand how cross-selling and up-selling can increase sales & customer loyalty
OBJECTIVES
Learn the major up-selling and cross-selling techniques. Understand how up-selling and cross-selling Improve sales. Identify the keys of success in up selling and cross selling Gain new insights about your selling style Improve customer satisfaction. Use techniques to retain positive attitude to close the sales process.
Course Methodology
• • • • • The course is an interactive one; Participants are expected to share their experiences by active participation throughout all parts of this training program. Participants will be divided into appropriate teams for daily workshops & exercises. Opportunities for case simulations and/or role-playing will arise and offer an excellent opportunity to learning by doing. A manual will be supplied which will support development of the course by helping delegates to structure their learning from the exercises. Delegates will also be invited to request a one-to-one discussion with the course tutor to discuss and reflect on what has been learned.
COURSE DESIGNED FOR
• • •
Sales Oriented Executives Sales Oriented Representatives Customer Services Representatives (CSR)
Achievement certificate will be delivered to full-time participants
CSP
OUTLINE OUTLINE
NEW ATTITUDES & SALES APPROACHES Use techniques to retain positive attitude to make sales Bridge from service to sales mind set automatically Adapt selling styles for each sales action THE FIVE SALES CHANNELS Mastering the five sales channels Understand the unique aspect of each channel Identifying the right channel to reach your target THE SALES PROCESS How to best use the sales process The different phases of the sales process Required selling skills throughout the sales process TELEPHONE SELLING SKILLS How to be effective from a first call contact The nine golden rules in Telephone Selling The professionalism in call handling
Cross-Selling and Up-Selling
CROSS-SELLING AND UP-SELLING Recognize situation and act on cues for services and sales Use scripts for related and unrelated product suggestions & Adapt the script for personal success Beginning -- predetermine cross/up sell in first two sentences Middle -- fact find and build rapport End -- Mix and match customer's product needs and ask for sale CREATE A WIN-WIN SITUATION Change preconceived ideas about selling Learn key to up-selling and cross-selling Role play in no-risk environment for immediate success ACTION PLAN FOR IMMEDIATE IMPLEMENTATION
Achievement certificate will be delivered to full-time participants