CERTIFIED CROSS SELLING AND UPSELLING EXPERT

NAME OF THE COURSECERTIFIED CROSS SELLING AND UPSELLING EXPERT
CERTIFICATIONCERTIFIED CROSS SELLING AND UPSELLING EXPERT
  
COURSE OVERVIEWEven existing customers are sometimes unaware of the options and opportunities you have to offer. It’s your job as a customer service professional to make them aware and to help them meet their needs with a variety of products and services you provide. This involves knowing when and how to cross-sell and upsell by asking the right questions in the right way and presenting alternatives skillfully.
  
TRAINING DURATIONTotal Training Hours: 22 Hours
Training Duration: 1 Week
Total Training  Days: 4-5 Working Days
  
TRAINING SCHEDULEWeekdays (Sunday to Thursday)
Regular Sessions : 4 – 6 Hrs Per day (9 am to 2 pm or 3.00 pm to 9.00 pm)
Food & refreshments Included
Weekends (Friday & Saturday)
Fast Track Sessions: 8 Hours per day (9 am to 5 pm)
Food & refreshments Included
  
CERTIFICATIONGlobally recognized certificate from “Kings Global Career Academy”
  
TESTNo
  
LEARNING AIDSYes
  
COURSE MATERIALHard & Soft Copies of Study Material
  
LANGUAGE OF INSTRUCTIONEnglish
  
INSTRUCTOR HELPLINEYes
1. Email
2. Social Media (For Emergency requirements)
  
REGISTRATION REQUIREMENTS1. Passport Copy
2. Curriculum Vitae
3. Passport size photographs
4. Course Fee
  
MODE OF PAYMENTCash / Cheque / Credit Card / Bank Transfer.
  
WHO SHOULD ATTEND Service staff
Sales staff
Customer Service Representatives
Retention Agents
  
COURSE BENEFITSParticipants practice scenarios to improve their ability to:

  • Think creatively about a client’s needs and identify a broader range of opportunities
  • Gain higher and wider access into a client organization
  • Set strategic meetings
  • Position a cross-sell idea more effectively
  • Implement a “we” vs. “I” sales strategy
  • Service and sales professionals double as problem solvers. You try to help customers make decisions to best meet their needs and make them happy. This can be a delicate situation as you seek to cross-sell and upsell without appearing pushy. The insights in this course enable you to identify ways to provide a more complete solution, increasing value for the customer, you, and your organization.
  • You will be able to apply proven methods for opening customers’ eyes to the possibilities that you have to offer. Help customers see that, even with an increased initial expense, your suggestions add more value. The end result is win-win — a satisfied customer and additional sales.
  
COURSE CONTENTSThe Customer Life Cycle / The Customer Experience
Introduction
Customers’ requirements – needs and wants
Corporate objectives – and 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

Behavioural variables

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

Personality Attributes such as Positive/Negative, or Introvert/Extrovert
Motives such as social, business, technical usage, show off, security
Lifestyle 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
REGISTER