CSP Cross-Selling and Up-Selling

Achievement certificate will be delivered to full-time participants

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)



CSP Cross-Selling and Up-Selling


Achievement certificate will be delivered to full-time participants

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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