Impact Learning Systems

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Increase Your Cross-Selling Revenue Peggy Carlaw

When I've been out help­ing com­pa­nies improve the cross-selling skills of their staff, I've noticed that when calls are sim­i­lar, the sales folks zone out, don't lis­ten to the cus­tomer, and as a result, miss sales oppor­tu­ni­ties. I don't know  about you, but I don't like the laun­dry list of add-on prod­ucts pre­sented at the end of the call. I will, how­ever, often respond to a tar­geted offer based on some­thing I just said or inquired about.

If your sales reps are miss­ing oppor­tu­ni­ties for cross-selling, cre­ate a game or con­test to reward them for oppor­tu­ni­ties acted on…not just sales made.  This will encour­age them to lis­ten more and con­nect addi­tional prod­ucts and ser­vices to what the cus­tomer is say­ing.  The more oppor­tu­ni­ties your sales reps act on, the more sales they'll make!

Peggy Car­law is the founder of Impact Learn­ing Sys­tems, a lead­ing train­ing com­pany spe­cial­iz­ing in improv­ing com­mu­ni­ca­tions between front-line employ­ees and cus­tomers. Peggy is co-author of sev­eral books pub­lished by McGraw-Hill, includ­ing Man­ag­ing and Moti­vat­ing Con­tact Cen­ter Employ­ees and The Big Book of Cus­tomer Ser­vice Train­ing Games.
3 Increase Your Cross Selling Revenue
Peggy Carlaw
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