In order to be a cross-selling or up-selling superstar, you need to do the following:
Listen for opportunities in what the customer says. Let’s say the customer says, “I need to find a better plan for my cell phone. I get calls from people I I don’t want to talk to and my charges are just too high.” This might trigger the rep to explain how the customer can save money by using caller ID to accept calls from only certain people.
Look for opportunities in the customer’s record. Here’s an example: “Thanks for your order, Marcie. We’ll get those invoices shipped out right away. Now before you go, I notice that we’re running a special on the multi-part checks that you use. Would you like to hear about the savings that are available?”
If you want to sell more, ask more! Ask customers what’s important to them. Ask them what would satisfy their needs. Ask them what would be a perfect solution to their problems. Ask them how they’ll know that they’ve found what they’re looking for. And most importantly, ask for the sale!
There are no shortage of good reasons why managers or coaches should care about the morale of the workers they are responsible for. Despite the difficulties that work against high morale in a contact center environment, there are solutions. ere are some important measures to boost the morale of your team.
It's not impossible to have high productivity and decent bottom-line results in an environment where morale is low, but it is unlikely. As a coach (or a manager who routinely coaches employees), you should care about how your employees feel, if for no other reason than because it's the right thing to do. But even if you're not a convert to that way of thinking and that style of management, here are some other good reasons for you to care about your employees' morale.