Show navigation

Available in:

OnDemand Webinar
Audio & Reference Manual

How To Cross Train Sales and Customer Service to Increase Revenue and Customer Satisfaction

Gain an understanding of how to pair features and benefits to your customers' needs and wants.

Service after the sale often prepares customers for more sales. It's all about asking the right questions, listening to the answers, and discovering new opportunities using existing resources. People buy from people they trust. It's time to harness the information they learn from listening. Recent surveys have indicated that over 70% of all cross-selling efforts because customer service professionals do not consider themselves salespeople. Learn the basic skills for up selling, understanding how to add value, overcoming resistance, creating incentives, and gaining commitment from your customer service team.

Runtime: 55 minutes
Purchase Options

More Program Information

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

How Do I Become a Trusted Advisor?

  • Listen, Listen, Listen
  • Address What's in It for Me (From the Perspective of the Customer)
  • Getting Involved, Staying Involved, and Following up

Where Do I Find Partners?

  • 1+1=3
  • Suspect vs. Prospect vs. Customer vs. Client

What Am I Doing Differently Today That Will Get Better Results Than Yesterday?

  • Change Modification-Many Don't Like to Sell but Love to Educate
  • Innovation Is How We Make Money From Creativity
  • What If, What's Next? What's Possible? Why Not?
Purchase Options

More Program Information

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

No credit available.

Audio & Reference Manual

No credit available.

Purchase Options

More Program Information

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

James Feldman, CSP, CITE, CPIM, CPT, MIP, PCS

James Feldman, CSP, CITE, CPIM, CPT, MIP, PCS

Shift Happens

  • Chief Innovation Officer at James Feldman Associates, Inc. and Shift Happens! ® D-A-T-I-N-G coach
  • For more than four decades, he has been challenging businesses to unleash personal and organizational creativity, uniqueness and innovation while revealing the essential innovative skills needed to achieve unconventional policies, inventive results, delight customers and develop new resources for growth, profits and competitive advantage
  • His vision is to create great customer experiences that develop customer insistence
  • Serial entrepreneur who owns several businesses that provides ongoing insights into customer service, problem solving, team building and leadership
  • Was named one of the Top 100 Innovators in the 21st Century and recently awarded American Leadership Award for Excellence in Client Solutions by AEI
  • Has been a board member on more than a dozen associations, a 70-story high rise, and holds every certification his industry offers
  • Written 14 books, seven on customer service; more than 400 articles; and he's been a keynote business speaker presenting for such diverse organizations like the U.S. Department of Defense, Verizon, Toyota, Kodak, March of Dimes, Hewlett-Packard, Apple Computer and the Cremation Association of North America just to name a few
  • Helped create customer experiences for both start-ups and Fortune 100 companies
  • After attending law school, he was accepted as the first applicant for the University of Illinois executive M.B.A. program, upon completion he became a visiting professor at University of Illinois, Roosevelt, Purdue, NE Illinois University and Kendall College
  • Can be contacted at 312-527-9111, [email protected], www.shifthappens.com or www.jfainc.com
Purchase Options

More Program Information

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.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

  • Live Webinars
  • OnDemand Webinars
  • MP3 Downloads
  • Course Manuals
  • Audio Recordings*
  • Executive Reports
  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

Sign Up Today
With This Course

Access to all training products for one year
$699/year

Unlimited Lorman Training

With the All-Access Pass there is no guessing what you will need for your yearly training budget. $699 will cover all of your training needs for an entire year!

Easy Registrations

Once you purchase your All-Access Pass you will never be any further than one-click away from attending any Lorman training course.

Invest in Yourself

You haven't gotten to where you are professionally by luck alone; it's taken a lot of hard work and training. Invest in yourself with the All-Access Pass.

Product ID: 397442
Published 2016
Purchase Options

Available in Multiple Formats

Purchase this course and learn on your schedule!