3 Days Mastercourse on Upselling and Cross selling

Zoe Talent Solutions
Course summary
Length: 3 days
Price: 1,395 USD
Language: English
Course type: Open / Scheduled
Next available date: Contact Us - Cairo
Course Dates
Contact Us  (English)
Cape Town
Contact Us  (English)
Contact Us  (English)
1,395 USD

3 Days Mastercourse on Upselling and Cross selling

3 Days Mastercourse on Upselling and Cross selling

This program enables participants to identify and act upon opportunities to deliver more products and services to customers. Participants learn the techniques to apply a proven selling process that makes decision-making simple.
Procuring new customers requires time and effort, but once on board they create excellent opportunities for cross-selling and up-selling. This also builds and sustains customer loyalty.

By asking the right questions and making appropriate suggestions, one can notably increase their overall purchase level, add revenue to their company's top-line, and satisfy their clients simultaneously.

Who Should Attend?

Service staff
Sales staff
Customer Service Representatives
Retention Agents.

Course Outline

    The secret is to uncover your customer's unstated needs, and to offer solutions in a professional and recommendable way.
    You will become confident presenting additional buying opportunities and higher-margin alternatives, and... your customers will thank you for it!

    The customer Life Cycle / The Customer Experience

  • Introduction
  • Customers' requirements - needs and wants
  • Corporate objectives - an answer to customer needs and wants
  • Corporate policies - Customer Service, Sales and Cross Selling

  • The Customer Life Cycle:

  • The buying continuum
  • Consider - Requires Information - Marketing
  • Purchase - Decides Acquisition - Selling
  • Retain - Upgrades to Loyalty - Retention
  • Win back - Additional Acquisition - Cross selling

  • The Customer Life Cycle:

  • Lifetime relationship (Loyalty)
  • Different product requirements (Demographics)
  • Analysing Age groups - Teenagers, Youngsters, Engaged, Adults, Elderly
  • Customer lifetime value
  • Importance & calculation system

  • Customer information and market segmentation

    Behavioral variables

  • Hi/low spender
  • Local/international calls
  • Daytime/night-time caller
  • Used and consumed services

  • Psychographic variables

  • Personality Attribute such as Positive/Negative, or Introvert/Extrovert

  • Motives such as social, business, technical usage, show off, security
  • Life style such as fashion, sport, business

  • Cross and up selling

  • Fundamentals
  • Specific techniques in Cross Selling
  • Specific Techniques in Up Selling

  • Importance of cross and up selling

  • Customer Requirement
  • Additional Sales
  • Customer Loyalty
  • Marketing Policy
  • Reinforcing links

  • Opportunity for cross and up selling

  • During Product Offer
  • During Questioning
  • During making the Choice
  • During Calculation of the cost
  • Upon the Decision
  • During Payment time

Please send us a Request for more detailed and updated Course Outline

Can't find what you're looking for? All of our courses are fully customisable and our team of instructors can include or exclude any set of modules, or tailor the entire course to facilitate your learning requirements

Course Objectives

By the end of this program, participants will be able to:
  • Understand and identify their role in the Customer Life Cycle and overall Customer Experience
  • Recognize how customer information is important for the sales process

  • Discuss how and what information about customers can and should be obtained

  • List and practice the techniques of cross selling and up selling

  • Understand the necessary competencies for successful cross selling

  • Identify the most feasible opportunity for cross and up selling

  • Discuss the reasons cross selling and up selling failure

General Notes

  • All our courses can be facilitated as Customized In-House Training course.
  • Course duration is flexible and the contents can be modified to fit any number of days.
  • As for Open Enrolment Courses, we offer our clients the flexibility to chose the location, date, and time and our team of experts who are spread around the globe will assist in facilitating the course.
  • The course fee includes facilitation, training materials, 2 coffee breaks, buffet lunch and a Certificate of successful completion of Training.
  • FREE Consultation and Coaching provided during and after the course.

Please contact us for details.

Provider: Zoe Talent Solutions

Zoe is taken from the Greek word for life, and this comes from ZOE Talent Solutions' business aim to help clients reach a fulfilled life. With over 40 consultants and more than 20 languages, ZOE have offices in four countries...

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Contact information for Zoe Talent Solutions

Zoe Talent Solutions

918, Blue Bay Towers
Business Bay, Dubai

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