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Cross Selling Skills Training

How to Sell Additional Services to Existing Customers

Major focus:

  1. Use value proposition techniques to test for acceptance: need, interest, indifference

  2. Understand motivational needs of customer segments

  3. Describe an effective cross selling system

  4. Ask effective on-target qualify questions

  5. Listen and quickly match a need with a cross sell product or service

  6. Leverage logic, emotional (intuitive) feelings, and credibility

  7. Gently refocus resistance to a cross sell

  8. Know when to offer advise or suggestions even if not tied directly to a cross sale product or service

As business people focused on organic growth, a recent marketing study reported on sources of profit as follows:

  • 60% from existing customers.
  • 30% from targeted new or prospective customers.
  • 10% from business marketing in general.

We have all heard the adage, "the easiest place to make your next sale is where you just made a sale." Add-on sales, when done naturally and within the context of the call, creates a true win-win outcome. The CSR or customer contact professional gets the quick rush of success, the company gets a high ROI cross sale, and the customer is satisfied with the value added relationship. In a true partnership customers expect add on or cross selling from representatives when it will meet their needs. Resistance is experienced when the cross sale doesn't match a buying motive of the customer. The challenge in cross selling techniques training is to have the customer contact person quickly qualify the client and match a product or service that will meet the client's needs. Effective "thinking on their feet" displayed by many successful cross selling professionals is a learned skill through training, preparation, and practice. Also an important factor in successful cross selling is a compensation or recognition plan that rewards the desired behavior. In many cases customer contact people will not make the effort if they don't understand what is in it for them to make the effective cross sell proposition.

Delivery methods:

  • One-on-one coaching
  • National / annual associate meeting topics with break out sessions
  • Classroom instruction emphasizing technique practice with role-plays and case studies
 

Get more details on Cross Selling Techniques Training
 

 
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