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CUSTOMER FOCUS

Upselling for customer service

Move seamlessly from service to sales
INSTRUCTOR LED
FACE TO FACE OR ONLINE

MODULES

HOURS
LEARNING METRICS
ASSESSED & GRADED

WHO SHOULD TAKE THIS WORKSHOP?

This workshop is for customer service people who need to upsell and cross-sell products and services. It uses a psychological base to ensure that all techniques discussed and legitimate and effective.
upsell and cross-sell to your customers
uncover customer needs without pushing them away
speak honestly and passionately

LEARNING POINTS

  • Recognize what makes certain sales pitches successful from a psychological perspective
  • Use the MAT method to close a sale
  • Identify what to listen for when speaking with a customer
  • Utilize active listening techniques to gather information
  • Ask questions without scaring off the prospect
  • Get to the heart of what will make the customer want to buy your product or service
  • Match the right sales technique to the right customer
  • Identify the USP of each product or service
  • Leverage emotional intelligence and empathy to discover specific customer need
  • Speak persuasively by being honest and passionate
  • Overcome objections without being pushy

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.    The Psychology of Sales
Explore what makes sales pitches effective from a psychological perspective. Practice using the MAT method and look at case studies of failed upsells and cross-sells.

2.    Listening for Sales
Discover what to listen for as you deliver your regular service to customers that will indicate the best way to upsell or cross-sell to them. Practice using active listening techniques like paraphrasing and summarizing to confirm information and gather more.

3.    Asking the Right Questions
Practice how to ask questions without scaring off the prospect while uncovering what will make them want to say yes. Use the question funnel to get to the heart of wants and needs.

4.    Finding the Right ‘Why’
Match the right why to the right customer. Use scarcity, urgency, price and need to entice your prospect. Discuss the Unique Selling Proposition on each of your products and services so you know what aspects to focus on during the sale.

5.    Speaking Persuasively
Discover the importance of presenting yourself as honest and passionate about the products you are selling. Practice overcoming objections without being pushy or aggressive.

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