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Customer Service Upselling: Best Practices to Capitalize on Every Call

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.

Runtime: 59 minutes
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Why Lorman?

Over 32 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 32 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 January 16, 2019.

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

Audio & Reference Manual

No credit available.

MP3 Download

No credit available.

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Why Lorman?

Over 32 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

Andy Elkind

The Elkind Group

  • Partner in The Elkind Group
  • The firm is based in the San Francisco Bay Area, but serves clients across the United States and in numerous countries around the world
  • Practice emphasizes all aspects of coaching, training and facilitation to help organizations get the best results from their people
  • TEG works with executives, managers, individual contributors and front-line employees to ensure they have the skills they need to achieve the goals that matter most; areas of emphasis include sales and customer experience, effective leadership, and world-class teams
  • He conducts regular seminars and workshops on topics ranging from sales and customer experience to coaching, performance management, and leadership development
  • He is the co-author of the book Service To Sales – Changing Culture and Mindset in Your Call Center, as well as numerous articles on coaching and managing performance in organizational settings
  • Master’s degree in organizational management and development, Fielding Graduate University; undergraduate degree, Yale University
  • Currently serves as the City of Healdsburg Commissioner on the Sonoma County Library Commission, where he works to support early childhood education, adult literacy, job skills, economic development, and outreach to underserved communities
  • Can be contacted at [email protected] or 415-816-4871
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Why Lorman?

Over 32 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.

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Product ID: 404773
Published 2019
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