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					 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                                                                          Cross-Selling and Up-Selling



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
      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