Cross-selling in a Customer Service Call

Target Audience
Expected Duration
Lesson Objectives
Course Number

If there's one advantage most companies have learned to appreciate in recent years, it's "flexibility". Technology, the economy, and global events have forced companies to cope with a host of new challenges by being flexible. Flexibility is a key factor in customer call centers. As a customer service agent (CSA), you handle dozens of calls a day, effectively helping customers by providing efficient solutions. At the end of this positive interaction, it makes sense to recommend additional or better products that will further aid customers. Customer service agents have become a vital source of additional sales revenue for companies. To cross-sell effectively, you need to prepare for the cross-selling call. This course covers identifying various types of customer inquiries and controlling the call for an efficient sale. It also explains the best practices for selecting cross-selling prospects by gathering appropriate data, and assessing and qualifying sales opportunities. This helps CSAs avoid uncomfortable situations in which they might possibly lose a customer. In the course lessons, you'll learn effective methods for securing sales such as proposing and presenting solutions, handling objections and closing the sale. These additional call skills will help you perform your tasks more effectively. Flexible customer service agents, who can use cross-selling skills to generate sales, are proving to be one of the greatest contributors to the enduring success of any business.

Target Audience
Customer service agents who are seeking to acquire new skills or to improve their current skills

Expected Duration (hours)

Lesson Objectives

Preparing for Cross-selling in a Customer Service Call

  • recognize the benefits of preparing for cross-selling during a customer service call.
  • match customer inquiry types with examples.
  • identify examples of taking control statements.
  • Profiling Customers for Cross-selling

  • recognize the benefits of profiling customers for cross-selling.
  • match profile types with examples of defining questions.
  • identify necessary criteria to present a sales solution.
  • take actions to assess the opportunity for presenting a sales solution in hypothetical situations.
  • match qualifying criteria for a cross-sale with examples of appropriate questions.
  • ask appropriate questions to qualify a hypothetical cross-sale.
  • Securing the Sale

  • recognize the benefits of efficiently securing a sale.
  • sequence examples of the steps of the multiple-call closing process.
  • apply the steps of the multiple-call closing process in a hypothetical cross-selling situation.
  • match the common types of customer objections with examples.
  • apply techniques to overcome customer objections in a hypothetical cross-selling situation.
  • match closing actions with specific examples.
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