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Live Webinar

60-minute live streaming program
  • January 16
  • 1:00 - 2:00 pm EST

Also available as:

OnDemand Webinar
Audio & Reference Manual

Customer Service Upselling: Best Practices to Capitalize on Every Call

January 16

Turn every call into a sales opportunity with reduced turnover, positive attitudes and value-based selling initiatives.

As more and more customer needs are met by self-service options, the personal interaction between a service representative and a customer represents a great opportunity for outstanding service and sales. What does it take to capture this opportunity on every call? Learn how to successfully train and motivate reps to incorporate selling into their service calls. Discover proven ways to increase revenue from incoming calls, how to transform attitudes with value-based selling, how to reduce turnover with skilled, confident, motivated frontline employees, finally overcome rep resistance and how to build and sustain a culture that turns order-takers into rain makers.

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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Open the Door to Sales
  • Stop Trying to Delight Customers
  • Decrease Customer Effort
  • Build Customer Relationships
Turn Any Call Into a Sales Opportunity
  • Provide Value-Added Service: ESP
  • Integrate Sales and Service
Moving Beyond Order Taking: Making Sales Fun
  • Provide Practice – and Make It Fun
  • Key Service to Sales Skills
  • Provide Effective Feedback
  • Build Fluency and Confidence
  • Develop Sales Managers Skills
Transform Attitudes: Develop a Sales Culture
  • Develop Sales Leadership and Coaching Skills
  • Define High Pay-off Coaching Activities
  • Develop Sales and Service Incentives and Rewards
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on November 7, 2017.

Call 1-866-352-9540 for further credit information.

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No credit available.

Audio & Reference Manual

No credit available.

Who should attend?

This live webinar is designed for customer service managers and representatives, account managers, sales representatives, technical and support representatives.

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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Kerry Weiner Elkind

Kerry Weiner Elkind

The Elkind Group

  • President of The Elkind Group
  • Practice emphasizes all aspects of service to sales
  • Conducts regular seminars and workshops on transforming managers into inspiring and effective sales leaders, transforming supervisors into performance coaches and transforming service representatives and order takers into fearless sales makers
  • Wrote several publications related to the areas of improving sales and service
  • Licensed neuro-linguistic coach and senior Birkman consultant and certified mediator
  • Master’s degree in education and a certificate in educational therapy, Holy Names University
  • Can be contacted at [email protected], www.elkindgroup.com or on Twitter® @theelkindgroup
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Product ID: 404773
Published 2017, 2019
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