Most sales professionals know that cross-selling and up-selling are easy money. But many don’t do it because they’re afraid they’ll say the wrong thing and blow the original sale.

In this audio conference, you’ll learn techniques to get you past that fear and crack open a whole new revenue stream for you and your company. The key insight: Buyers bought from you because they trusted you and believed your products provided good value. They picked you over your competitors and would like nothing better than to give you more business. But there is a right way -- and a wrong way -- to up-sell and cross-sell. Our speaker, Steve Coscia, will share six “scripts” he’s devised that will help you tailor powerful cross-selling and up-selling messages to your customers.

Learning Objectives:

• Understand the psychological aspects of timing and rapport in cross-selling success.
• Identify the right and wrong ways to ask up-selling and cross-selling questions.
• Use non-threatening language to secure your base sale while up-selling for more.
• Recognize the importance of measuring, monitoring, training and role playing.
• Leverage vocal tone when up-selling.
• Integrate cross-selling and up-selling as a regular part of your routine.
• Know your #1 cross-selling and up-selling objective.
• Use the two most important cross-selling and up-selling program requirements.
• Recognize the “placebo effect” on value and perception.
• Design product pairings, mine latent opportunities and measure expectations.
• Learn what to do when cross-selling rejection wears you down.
• Understand the impact of infrastructure on cross-selling and up-selling initiatives.

As a result of participating in this seminar, salespeople will gain the confidence and skills to immediately impact their cross-selling and up-selling success.

Presented By:

Steve Coscia, President of Coscia Communications Inc., works with organizations who seek more customer retention, improved profitability and world-class service status. Steve has achieved much cross-selling success and he has served on industry cross-selling and up-selling panels alongside industry giants such as the Home Shopping Network and Land’s End.

Steve is a best selling author, columnist, 20-year customer service practitioner and telephone skills specialist. He is the author of two best-selling call center books: TELE-Stress and Customer service Over the Phone. Steve speaks at call center conferences worldwide and he has appeared on CNBC, Fox-TV and Comcast CN-8 as one of the call center industry's leading experts. His audiences sense his expertise along with his empathy for a very challenging profession.

Product Options:

• CDRom + Transcript (PDF) + Audio CD: $319
• CDRom Only: $217
• Audio CD Only: $199
• Written Transcript Only: $198

If you have problems registering online, or have any questions, please call our customer service department
at 1-800-431-7571.

Length: 1 hour

Note: This product not valid for use with Workplace Training Center Training Bucks.