Write your awesome label here.
SALES

Upselling & Cross-Selling

Spot opportunities, increase client value, grow long-term accounts
INSTRUCTOR LED
FACE TO FACE OR ONLINE

MODULES

HOURS
LEARNING METRICS
ASSESSED & GRADED

WHO SHOULD TAKE THIS WORKSHOP?

This program helps client-facing professionals identify, position, and close upsell and cross-sell opportunities with confidence and professionalism. Participants will learn to tailor offers based on customer needs, strengthen trust in long-term relationships, and position value without appearing pushy.
identify valuable add-onS and Sales opportunities
build trust while expanding client engagement
present upsells and cross-sells with confidence

LEARNING POINTS

  • Distinguish clearly between upselling and cross-selling techniques
  • Identify buying signals and unmet needs in real-time
  • Use questioning techniques to uncover deeper client goals
  • Align recommendations with client priorities and preferences
  • Build trust using relationship-based sales strategies
  • Present additional offers with clarity, relevance, and confidence
  • Frame upsell/cross-sell messages using contrast and benefit logic
  • Manage resistance with empathy and structured techniques
  • Close add-on sales using MAT and choice-based closing methods
  • Avoid behaviours that create pressure or damage trust
  • Spot future opportunities to build account value over time

METHODOLOGY

Training with Mango maximises action and interaction, blending individual and group exercises. Participants master key concepts through role plays, games, quizzes, case studies, discussions and reflective sessions

STRUCTURE

1. Foundations of Upselling & Cross-Selling
Participants will explore the core principles of upselling and cross-selling, understanding when and how to apply each technique. Real-world examples and discussion will highlight the difference between pushy and value-driven selling. The module also addresses common misconceptions and introduces a client-centred approach.

2. Uncovering Opportunity
This module focuses on discovering client needs beyond the obvious. Participants will use the Question Funnel and persona-based thinking to identify potential upgrades or add-ons. They will learn how to listen for hidden cues, connect current needs to additional solutions, and position their recommendations naturally.

3. Building Trust and Positioning Value
Participants will learn techniques to build credibility while presenting additional offers. Tools like the FAB (Features-Advantages-Benefits) method and contrast framing help position upsells or cross-sells as valuable solutions. This module also introduces strategies to tailor messaging to different customer profiles.

4. Managing Objections and Closing Confidently
This module prepares participants to handle hesitations with empathy and skill. They’ll practise using the Open-Control-Confirm model to manage pushback while keeping the conversation constructive. The MAT (Motivation, Ability, Trigger) framework and closing techniques such as choice framing and assumptive closes will be introduced. 

5. Applying Upselling & Cross-Selling Every Day
Participants will explore how to integrate upselling and cross-selling into their regular sales rhythm. Strategies for reactivating past opportunities, using CRM insights, and strengthening post-sale conversations will be covered. Roleplay scenarios consolidate learning in realistic conversations.

Talk to us about your training.

Contact details

GET IN TOUCH

Address
MANGO TRAINING SDN BHD
E-13-13-A PLAZA MONT KIARA
2 JALAN KIARA
50480 KUALA LUMPUR, MALAYSIA
Phone
+60 (0)3 6419 1828
E-mail
info@mangotraining.com
Hours of operation
Monday - Friday 9.00 - 19.00