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Cross Selling Skills Training

Top Line Growth by Selling to Existing Customers

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.

At the conclusion of this cross selling skills training participants will be able to:

  • Relate to the compelling factors of successful cross selling.
  • Understand motivational needs of customer segments.
  • Describe an effective cross selling system.
  • Ask that one on-target qualify question.
  • Listen well and speak slowly.
  • Quickly match a need with a cross sell product or service.
  • Present a value proposition based on customer needs.
  • Gently refocus resistance to a cross sell.
  • Know when to offer advise or suggestions even if not tied directly to a cross sale product or service.

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 person 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 understanding, customers expect add on or cross selling from representatives when it will meet their needs. Resistance sometimes is experienced when the cross sale doesn't match a buying motive of the client. The challenge in training client contact personnel is to quickly qualify the client and match a cross or add on 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 training 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.
 

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