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Guide to Cross-Selling and Upselling

Booklet and Leader’s Guide

Each pack includes 10 booklets and one leader’s guide. $42.95. Table of Contents Sample Section Leader’s Guide Sample Order Now

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 and motivation 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, skillbuilding information is packed into a brief half page of this practical guide.

The Guide to Cross-Selling and Upselling is provided in packages of 10. You’ll have a copy for each of your reps so that everyone benefits from its powerful message.

Leader’s Guide

To help you get the most from your training materials, you’ll also 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 with a group training session. 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. To learn more about the Leader’s Guide, you may read the sample section, Tips for a successful role play.

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 copies within 30 days for a full refund.

About the Publisher

Guide to Cross-Selling and Upselling is published by the Customer Service Group.

The Customer Service Group provides management and training materials through its newsletters, The Customer Communicator and Customer Service Newsletter, books, and Customer Service Week support materials.

 

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