Increase Profits Through Cross Selling and Up Selling

The higher the value of products or services a customer buys from a company, the more likely they are to stay with that company. If you want to add value for your customers and build loyalty while improving sales, this is the course for you.

During the course delegates will learn how to quickly identify customer needs, gain commitment by focussing on benefits the customer values and how to deal effectively with objections. They will learn how to identify opportunities for cross-selling and upselling and how to add value for the customer while increasing sales for your company.

Delegates will leave the training with a new attitude towards selling and the skills to be successful in cross selling, upselling and overcoming resistance. The best part is that your customers will feel well served and not 'sold'.

Objective

By the end of this interactive training programme, you will be able to:

• Identify customer needs, both stated and unstated
• Gain customer commitment by focussing on benefits which the customer values
• Add value for both the customer and your organisation
• Deal effectively with cutomer resistance

Course Outline

Module 1 - Bringing Value to Customers

• Understanding how combining sales and service is the best way to serve customers
• Bringing value to customers through cross selling and upselling
• Translating features into benefits which match customer needs

Module 2 - Adding Value Through Cross Selling

• Identifying the three types of cross selling
• Understanding why people buy
• Listening for cross selling opportunities
• Creating opportunities for cross selling
• Bridging to the offer
• Questioning to grab interest
• Introducing benefits
• Gaining commitment

Module 3 - Adding Value Through Up Selling

• Increasing the quantity of the customer’s order
• Upgrading the product the customer ordered
• Understanding when to upsell
• Identifying customer needs through skillful questioning
• Introducing benefits
• Gaining commitment

Module 4 - Overcoming Resistance

• Understanding why customers resist
• Learning when and how to overcome resistance
• Clearing up misunderstandings
• Dealing with drawbacks
• Overcoming stalls