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Guide to Cross-Selling and Upselling

Booklet, Glancer, Leader’s Guide, Quiz, and Certificates

Guide to Cross-Selling and Upselling

Each pack includes
10 booklets, one leader’s guide, and online content.

Table of Contents

Sample Section

Leader’s Guide Sample




Cross-selling and upselling can be valuable business tools, yet many customer service professionals are reluctant to add these skills to their repertoire because of the “stigma” associated with selling.

Now you can help your reps develop the skills they need to incorporate selling into their daily work with Guide to Cross-Selling and Upselling.

In a brief, easy-to-digest format, the guide shows reps how to use a “service selling” approach and takes them through the following process:

  • Overcoming resistance to selling
  • Developing in-depth product knowledge
  • Listening for sales opportunities
  • Probing for unspoken needs
  • Proposing solutions.

To learn more about Guide to Cross-Selling and Upselling, you may read the sample section, Getting past the “stigma” of sales. You’ll see how much useful, skill-building information is packed into this practical guide.

The Guide to Cross-Selling and Upselling is is provided in packages of 10. You’ll have a copy for each of your reps so that everyone benefits from its powerful message. You’ll also receive a leader’s guide and links to download the Quiz and Certificates for your group. Guide to Cross-Selling and Upselling

Leader’s Guide

Your leader’s guide will show you how to conduct training exercises based on the material in the student booklets. You’ll receive sample dialog, activities, and tips to engage everyone on your team.

To learn more, read the sample section.

Certificates of Completion

Use these certificates to acknowledge significant learning and development, and to provide motivation to put new skills into action.

Certificates may be downloaded, personalized, and printed.


A brief quiz is included to ensure that students have retained the most important information and are ready to put it into action.

Quizzes may be downloaded, personalized, and printed.

Table of Contents

  1. Customer-oriented selling

  2. Get past the stigma of sales

  3. Worksheet: Overcoming sales reluctance

  4. Keys to effective cross-selling and upselling

    • Know your customers
    • Know your products and services
    • Use your listening skills to identify needs
    • Use your vocal skills to build customer confidence
  5. Eight guidelines for success

    • Take care of the customer’s immediate needs first
    • Provide real value
    • Listen for opportunities in what the customer says
    • Create an opportunity
    • Listen for complaints
    • Probe for the customer’s intangible needs
    • Ask open-ended questions
    • Offer encouraging statements
    • Practice and perfect your selling skills

Your Guarantee of Satisfaction

Guide to Cross-Selling and Upselling is guaranteed. We want you and your reps to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return your materials within 30 days for a full refund.

About the Publisher

The Customer Service Group provides ready-to-use tools for customer service training and frontline motivation including a monthly newsletter, training guides, DVDs, and Customer Service Week celebration materials.


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