Guide to Cross-Selling and Upselling
Guide to Cross-Selling and Upselling will help your reps develop the skills they need to incorporate selling into their daily work.
Read the sample below to see how much useful information is packed into a brief section of this guide.
Getting past the stigma of sales
The first step in accepting a sales role is understanding that cross-selling and upselling are elements of proactive customer service. Think of it this way: When you come across a really great product or service, dont you pass the information along to friends? Similarly, if your company offers products that your customers might find useful, telling them is a proactive effort on your part to increase their satisfaction and loyalty. The reality is that customers may not be aware of the wide array of products your company offers. And more often than not, theyll be thankful for your professional advice.
There are many different approaches to sales — and some are definitely pushy. But as a customer service rep, you will use techniques that focus on identifying customer needs, laying out options, and creating an environment that gives the customer room to make his or her own buying decisions.
With this approach, youll find that selling can be integrated into customer service in a number of ways without damaging the customer relationship.