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Guide to Cross-Selling and Upselling

Guide to Cross-Selling and Upselling

To help you get the most from your training materials, you’ll receive a copy of the Leader’s Guide. It will show you how to introduce the materials to your staff in a positive and motivating way. How to reinforce important points in the booklet. Plus techniques to keep the message fresh long after the booklets have been distributed.

Best of all, you don’t have to be a professional trainer to use the program because the Leader’s Guide includes discussion topics, activities, trainer’s tips, and more.

Read the sample below to see how much useful information is packed into a brief section of this guide.

Tips for a successful role play

Role-playing can be a powerful way to learn new skills. However, many people are uncomfortable role-playing in front of a large group. Instead, consider having reps work together in teams of two while managers or supervisors circulate among the teams coaching them to success. Having pairs of reps sit back-to-back will further eliminate any hesitancy. The following five steps are central to any role-play situation:

1. Describe your goals for the role play, i.e., to help reps learn to identify buying signals and cross-sell and upsell opportunities.

2. Assign roles. Typically one person will be the customer and one person will be the customer service rep.

3. Begin the role play. Hand out sheets with the “customer” portion of the dialog from your Leader’s Guide.

4. Debrief. At the end of each role-play, the observer facilitates the debrief, asking the “reps” and the “customers” what went well, and what could change the next time. Ask the “customer” for one specific suggestion for improvement.

5. Switch roles. Next, have “reps” and “customers” switch roles and tackle the next sales situation.


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