Selling through Service: Increasing Revenues with Customer-Focused Selling
Selling isn’t just for sales reps anymore. As more call centers move toward up-selling and cross-selling, yesterday’s customer service agent needs to be today’s well-rounded service and sales representative with the knowledge and skills to develop and close sales and ensure a quality experience for each customer. This session will provide the basics of how to make the most of inbound sales opportunities, both in pure sales and service/sales environments. You’ll gain new perspectives on how up-selling can benefit the customer and create a mindset on how to maximize the customer relationship as well as the company’s bottom line.
Seminar attendees will learn to:
- Identify sales opportunities in the everyday service environment.
- Identify up-sell opportunities at the end of a regular sales transaction.
- Overcome fear and reluctance to making the additional offer.
- Position every sale from the customer’s perspective.
- Select the right words to support a “relationship selling” interaction.
Facilitated by: Giles Potter, Director, Great Outcomes
Giles is a speaker, author and experienced Consultant, who has been providing training and development guidance for over 11 years, after holding senior roles in the financial services industry. As a Consultant, Giles has worked with Executive leaders in many of New Zealand’s government agencies and multinational corporations.
Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.
Web Seminar Cost: The cost of your first connection is $375 + GST An unlimited number of students may attend via a single web/audio connection.
Attend the nine core sessions in the Frontline Fundamentals Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.