Upselling and Cross-selling

Upselling and cross-selling increases sales and adds value to you customer relationship. Teach your employees the skills they need to add value to their customer's personal or professional lives while increasing sales for the company. They'll leave the class with a new attitude toward sales and with the skills to be successful in cross-selling, up-selling, and overcoming resistance.

The perfect course for:

Customer service representatives.
Inside sales/order desk representatives.
Technical support representatives.

Select one of the following formats to get detailed information about the program:

Instructor-led
Blended Learning

Outline - Blended Learning

Are your reps making the most of their relationships with your customers? Are your customers buying the appropriate products for their needs? We've created a training program to help service reps add value through cross-selling and up-selling. Sales — The Other Side of Service™ will provide your reps with the sales skills they need to fully service the customer and increase your revenue stream. Take a closer look at the following module outline to see the topics we cover:

Examples - Blended Learning

View sample pages of the online version of Sales – The Other Side of Service™

Up-selling and Cross-selling sample pages

This program teaches your employees all the skills they need to add value to their customer's personal or professional lives while increasing sales for the company.

The instructor-led portion of the blended learning gives participants the opportunity to review exercises, practice skills, and role-play various scenarios. They'll leave the class with a new attitude toward selling, and the skills needed to be successful in cross-selling, up-selling, and overcoming resistance.

Delivery - Blended Learning

This program is also available in a classroom format.

Certification

Certification provides learners with positive feedback and recognition. It provides you with the knowledge that your employees have the skills and ability to be exceptional sales people. This certification program also provides:

recognition of competence based on your criteria.
standard of competence for all representatives.
reward for work well done.
visible measure of competence to others who evaluate your contact center.

This is a certification of knowledge about the skills and techniques required to up-sell and cross-sell. Students complete an online test where you set the pass/fail competency level.

Related Links
Impact Certification

Participant Testimonials

Unlock revenue for your company and satisfaction for your customers with Sales, the Other Side of Service.
Terri Hnatyszyn
Manager, Relationship Marketing

This class helps you to understand and communicate with customers so you both have a positive experience.
Janae` Deeney
Las Vegas Motor Speedway

The program provides a great foundation of skills that once practiced can lead to greater customer satisfaction and increased revenue for your company.
Holly Mihok
Manager, Worldwide Customer Service, Nordson Corporation

Outline - Instructor-led

Are your reps making the most of their relationships with your customers? Are your customers buying the appropriate products for their needs? We've created a training program for sales and service reps that gives them an understanding of the service value of cross-selling and up-selling skills. Sales — The Other Side of Service™ will provide your reps with the sales skills they need to fully service the customer and increase your revenue stream. Take a closer look at the following workbook outline to see the topics we cover:

Examples - Instructor-led

Delivery - Instructor-led

Purchase a ready-to-use trainer’s manual, attend a Train-The-Trainer workshop, or let one of our Impact-certified trainers deliver the training at your location.

The Sales – The Other Side of Service™ participant’s workbook is easy to follow and full of examples, exercises, and job aids for practice on the job. The classroom sessions are also full of meaningful interaction.

Participants put their learning into practice with the help of job aids, extensive coaching, and valuable on-the-job exercises that can be completed while handling live calls. Your representatives will learn valuable sales skills at an affordable price.

For additional exercises, role-plays, and job aids, work with one of our designers to customize the program to meet your job-specific needs. For information on customizing this program call us at 805-781-3283 or 800-545-9003.

This program is also available in a blended learning format.

Certification

recognition of competence based on your criteria
standard of competence for all representatives
reward for work well done
visible measure of competence to others who evaluate your contact center

This is a certification of knowledge about the skills and techniques required to up-sell and cross-sell.

Related Links
Impact Certification

Participant Testimonials

Unlock revenue for your company and satisfaction for your customers with Sales, the Other Side of Service.
Terri Hnatyszyn
Manager, Relationship Marketing

This class helps you to understand and communicate with customers so you both have a positive experience.
Janae` Deeney
Las Vegas Motor Speedway