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Customer Service Essentials Course

Cross-selling and Up-selling (CSE07)

Imagine this: you’re in a salon booking an appointment for a basic haircut. The receptionist tells you that you can book with a different stylist – one with a fancy title – who’ll give you a better cut, but it will be pricier. You agree. That’s called upselling.

Now imagine you’re sitting in the chair, and this stylist informs you there’s a new take-home treatment out that will make your hair shinier. That’s cross-selling.

Both upselling and cross-selling are brilliant ways of making extra sales and increasing profit. But if you look like a ‘wheeling and dealing’ con artist, it can at best come off as desperate and off-putting. At worst, it will look like you’re taking advantage of your customers.

This course will show you how to recognize opportunities and choose appropriate methods of cross-selling or upselling in a way that keeps both the business and the customer happy.

By the end of this course, you’ll be able to:

• Understand the importance of knowing your product
• Identify different methods of up/cross-selling
• Decide when to up/cross-sell
• Choose the appropriate up/cross-selling method for different channels
• Use appropriate pricing systems
• Focus on customer service rather than sales

Why take this course?

If your teams are using poor upselling or cross-selling techniques, you risk bombarding people with irrelevant products. It also gives the impression you have little knowledge of your merchandise or the needs of your customers. On the other hand, if you’re not cross-selling or upselling yet, you might be leaving money on the table. This course is ideal for anyone who works with customers and wants to learn how to make more money without driving their customers away.

15 mins | SCORM | Workbook

  • Cross-Selling and Up-Selling
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: Forever