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News from the Heart

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Get to the HEART of Cus­tomer Ser­vice // ILS Newslet­ter: Novem­ber, 2010

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3 Tips for Cross-Selling and Upselling Success

By Peggy Carlaw

5 News from the Heart

In order to be a cross-selling or up-selling super­star, you need to do the following:


  1. 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.
  2. 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?”


Pop­u­lar Blog Posts

Tip of the Month

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!

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Become an Atti­tude Adjuster

By Peggy Car­law, fea­tured on

5 News from the Heart

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.

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Impact Learn­ing Sys­tems Inter­na­tional | P.O. Box 14110, San Luis Obispo, CA, 93406–4110 | Phone: 800−545−9003 Fax: 805−545−9075
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