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Provided by: Serebra Learning Corporation Cross-selling in a Customer Service Call |
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Training
Provided by Serebra Learning Corporation
If there's one advantage most companies have learned to appreciate in recent years, it's "flexibility". Technology, the economy, and global events have forced companies to cope with a host of new challenges by being flexible. Flexibility is a key factor in customer call centers. As a customer service agent (CSA), you handle dozens of calls a day, effectively helping customers by providing efficient solutions. At the end of this positive interaction, it makes sense to recommend additional or better products that will further aid customers. Customer service agents have become a vital source of additional sales revenue for companies. To cross-sell effectively, you need to prepare for the cross-selling call. This course covers identifying various types of customer inquiries and controlling the call for an efficient sale. It also explains the best practices for selecting cross-selling prospects by gathering appropriate data, and assessing and qualifying sales opportunities. This helps CSAs avoid uncomfortable situ Customer service agents who are seeking to acquire new skills or to improve their current skills
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Cross-selling in a Customer Service Call
Audience
Customer service agents who are seeking to acquire new skills or to improve their current skills
Topics
Objectives
- Preparing for Cross-selling in a Customer Service Call
- recognize the benefits of preparing for cross-selling during a customer service call.
- match customer inquiry types with examples.
- identify examples of taking control statements.Profiling Customers for Cross-selling
- recognize the benefits of profiling customers for cross-selling.
- match profile types with examples of defining questions.
- identify necessary criteria to present a sales solution.
- take actions to assess the opportunity for presenting a sales solution in hypothetical situations.
- match qualifying criteria for a cross-sale with examples of appropriate questions.
- ask appropriate questions to qualify a hypothetical cross-sale. Securing the Sale
- recognize the benefits of efficiently securing a sale.
- sequence examples of the steps of the multiple-call closing process.
- apply the steps of the multiple-call closing process in a hypothetical cross-selling situation.
- match the common type
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1, 825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
