TAILOR-MADE TRAINING (IN COMPANY)
Meet our Cross-Selling & Up-Selling Training: a dynamic programme carefully designed to give your team the skills and strategies it needs to optimise their approach and increase sales success.
During the cross-selling & up-selling training, your sales team will learn to sell a variety of products or services to your existing customers, with the aim of generating more sales. Important here is to focus on the relationship with the customer and have a good knowledge of their potential and future needs.
THE KEY OBJECTIVES
1. Know and be willing to use (telephone) up-selling and cross-selling techniques.
2. Quickly identify customer profile and potential for up-selling and cross-selling.
3. Have the right commercial and technical strategy for increased customer satisfaction and commercial efficiency.
4. Convert an incoming complaint into a cross-sell or up-sell opportunity.
PROGRAMME
Introduction.
How to boost customer satisfaction and commercial efficiency.
- Adjusting my view of my role as a salesperson.
- Paradigm shift to telephone sales: enjoying selling.
- Forced sales or relationship sales: making a difference.
- Complaint management: a sales opportunity?
- Cost of acquiring a new customer versus cost of cross-selling and up-selling.
- Turning a complaint/intervention into a sales opportunity.
- What is cross-selling and up-selling?
- Advantages, opportunities and possibilities.
- Concrete Belgian and international examples.
- Cross-selling & up-selling techniques: the basic technique + exercises.
Building an argument
- Knowing your customer is as important as knowing your product.
- What types of interventions and material are suitable for cross-selling & up-selling.
- Development for each intervention of a tailor-made argumentation.(exercise)
- Measuring the impact on:
- Increase in sales.
- Decrease cost to customers (TCO). Improvement in customer satisfaction.
- From maintenance to new projects.
- Increased turnover.
- Improved customer satisfaction.
- Increase in customer lifetime value (CLV).
Cross-selling & up-selling in practice.
- How to detect the psychological moment?
- Applying cross-selling & up-selling techniques in interventions (exercises).
- Turning customer objections into a sales opportunity (exercises).
- Reassuring the customer with the right choice.
- Overall customer satisfaction.
Individual action plan and decision.
TRAINING METHOD
Discover
Before the training, we send participants an online survey to measure their current skills using up to 10 criteria. We also look at their individual expectations, the kind of difficulties they have in selling and their knowledge of how to offer the product in up-selling/cross-selling. This approach allows for initial communication with the trainer.
Deliver
- Hands-on 1-day in-company training.
- Participants are constantly involved in up-selling/cross-selling exercises from their professional context, with direct feedback on the words and arguments they use during the exercises.
- Change in participants’ mental paradigm regarding up-selling/cross-selling. The trainer develops participants’ desire and intrinsic motivation for up-selling/cross-selling.
- Preparation of a sales pitch and commercial approach document for telephone persuasion.
- Advice and tips on reminders.
- Follow-up and coaching tool for internal use.
- Action plan and objectives.
- SALES BOOSTER training.
Decondition
- 3 months after the course, participants receive an online survey to measure the development of their skills against the selected criteria. This makes it possible to measure the Return On Investment of the course, even for soft skills.
- A video on the training topic with the trainer from VAH Consulting. This is sent several months after the course. This approach guarantees lasting impact and visibility. Very popular with in-house coaches.
Check out the complete training offer of VAH Consulting.
More information
Contact us for more information. If you would like more information about the content, you can always request an appointment with no obligation.
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