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Customer Service Skills – Cross-Selling During a Service Call

Course Status:	Released	Courseware Features
Course Language:	English
Course Duration:	1.5 Hours
Deployment Options:	Online, Interactive CDs, Network,

Audience

Customer Service Agents

Prerequisites

Ability to use a keyboard and a mouse

Course Aim

To introduce the processes involved in cross-selling during a service call

Learning Objectives

To discuss how to prepare for a call To demonstrate the process of profiling a customer for a cross-selling opportunity To demonstrate how to define and qualify a cross-selling opportunity To explain how to move the customer to closing the sale

Learning Events

Learning event 1 Learning event 1 title: Call readiness Learning objects LEARNING OBJECT TITLE: Preparing Call Readiness forms for typical inquiries LEARNING OBJECT TYPE: Audio OBJECTIVE: After taking this learning object, the student should be able to prepare Call Readiness forms for typical inquiries. LEARNING OBJECT TITLE: Developing a taking-control statement LEARNING OBJECT TYPE: Audio OBJECTIVE: After taking this learning object, the student should be able to develop a taking-control statement. LEARNING OBJECT TITLE: Developing call objectives for cross-selling LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to develop cross-selling call objectives. LEARNING OBJECT TITLE: The cross selling premises LEARNING OBJECT TYPE: Audio OBJECTIVE: After taking this learning object, the student should be able to define the premises behind the cross-selling process. LEARNING OBJECT TITLE: Cross-selling to corporate buying roles LEARNING OBJECT TYPE: Audio OBJECTIVE: After taking this learning object, the student should be able to describe the corporate buying roles that are critical when selling to a business. Learning event 2 Learning event 2 title: Customer profiling for cross-selling Learning objects LEARNING OBJECT TITLE: The flow of the cross-selling call LEARNING OBJECT TYPE: Audio OBJECTIVE: After taking this learning object, the student should be able to adjust the flow of a cross-selling call. LEARNING OBJECT TITLE: Common temptations in cross-selling LEARNING OBJECT TYPE: Audio OBJECTIVE: After taking this learning object, the student should be able to recognize and overcome common temptations in cross-selling. LEARNING OBJECT TITLE: Listening techniques in cross-selling LEARNING OBJECT TYPE: Audio OBJECTIVE: After taking this learning object, the student should be able to describe effective listening techniques in cross-selling. LEARNING OBJECT TITLE: Questioning techniques for cross-selling LEARNING OBJECT TYPE: Audio OBJECTIVE: After taking this learning object, the student should be able to develop appropriate questions to profile an account for cross-selling. Learning event 3 Learning event 3 title: Opportunity assessment in cross-selling Learning objects LEARNING OBJECT TITLE: Qualifying a cross-selling opportunity LEARNING OBJECT TYPE: Audio OBJECTIVE: After taking this learning object, the student should be able to qualify a cross-selling opportunity. LEARNING OBJECT TITLE: Defining a cross-selling opportunity LEARNING OBJECT TYPE: Audio OBJECTIVE: After taking this learning object, the student should be able to define a cross-selling opportunity. Learning event 4 Learning event 4 title: Securing the sale in cross-selling Learning objects LEARNING OBJECT TITLE: Making transitions in cross-selling LEARNING OBJECT TYPE: Audio OBJECTIVE: After taking this learning object, the student should be able to move the customer to the next phase in the cross-selling process. LEARNING OBJECT TITLE: Handling objections in cross-selling LEARNING OBJECT TYPE: Audio OBJECTIVE: After taking this learning object, the student should be able to apply a five-step process to handling objections in cross-selling. LEARNING OBJECT TITLE:Identifying the value to the customer LEARNING OBJECT TYPE: Audio OBJECTIVE: After taking this learning object, the student should be able to articulate value in the customer's terms. LEARNING OBJECT TITLE: Closing the sale in a cross-selling opportunity LEARNING OBJECT TYPE: Audio OBJECTIVE: After taking this learning object, the student should be able to close the sale in a cross-selling opportunity.