Overview and objectives

This course is delivered as blended online learning.

Are your reps making the most of their relationships with your customers? Are your customers buying the appropriate products for their needs? We've created a training program to help service reps add value through cross-selling and up-selling. Sales — The Other Side of Service™ will provide your reps with the sales skills they need to fully service the customer and increase your revenue stream.

Our customer service online learning

Our online customer service courses use an advanced learning process to integrate the three phases of blended learning delivery: online knowledge transfer, instructor-led reinforcement and post-training coaching to improve and sustain performance.

• Online knowledge transfer. Participants complete a series of engaging 15-minute online exercises at their workstation during downtime or scheduled learning breaks. Each module is full of relevant examples, exercises and action plans to help participants absorb and apply their knowledge. This learning format allows for exceptional knowledge transfer without impacting service levels.
• Instructor-led reinforcement. Classroom follow-up sessions provide participants with the opportunity to discuss the learning, review exercises, interact with peers and practice skills. Conduct the training yourself or use a Certified Trainer.
• Post-training coaching and support. Valuable on-the-job exercises help employees put learning into practice while handling live calls. They also have the benefits of job aids and skilled coaching.

What are the course prerequisites?

There are no prerequisites for attending this course.

Course contents

Module 1: Sales as service – bringing value to customers
Introduction
The Kit and the Caboodle: Reshaping your role to offer total service
Two ways to add value: Matching what you have to what they need
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 2: And that’s not all – adding value through cross-selling
Introduction
Related or not: Discovering customers’ hidden needs
Never miss a beat: The BQUIC model for cross-selling
Wouldn’t you agree? Completing the BQUIC model for cross-selling
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 3: Bigger and Better – adding value through up-selling
Introduction
What, why and when: The fundamentals of up-selling
More of what you came for: The QUIC model for up-selling
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 4: Turning it around – overcoming resistance
Introduction
What do you mean, no? Identifying the three major types of resistance
Look at it this way: Overcoming the customer’s indifference
I’ll give you a second chance: Dealing with objections from customers
Commitment is a good thing: Jumpstarting a stalled sale
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans