Sales - The Other Side Of Service
Curso
En línea
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Descripción
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Tipología
Curso
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Metodología
En línea
Destinatarios del curso: Customer service representatives, Inside sales/order desk representatives, Technical support representatives.
Opiniones
Programa académico
Unit 1: Bringing Value to Customers
- Understanding how combining sales and service is the best way to serve customers
- Bringing value to customers through cross-selling and up-selling
- Matching features and benefits to customer needs
Unit 2: Adding Value Through Cross-Selling
- Identifying the three types of cross-selling
- Understanding why people buy
- Listening for cross-selling opportunities
- Seeing cross-selling opportunities in the customer’s record
- Creating new opportunities for cross-selling
- Bridging to the offer
- Questioning to grab interest
- Introducing benefits
- Gaining commitment
Unit 3: Adding Value Through Up-Selling
- Increasing the quantity of the customer’s orders
- Upgrading the product the customer ordered
- Understanding when to up-sell
- Questioning to determine customer needs
- Introducing benefits
- Gaining commitment
Unit 4: Overcoming Resistance
- Understanding why customers resist
- Learning when to overcome resistance
- Handling customer resistance
- Clearing up misunderstandings
- Dealing with drawbacks
- Overcoming stalls
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Te ayudará a comparar y elegir el mejor curso para ti y a financiarlo en cómodas cuotas mensuales.
Sales - The Other Side Of Service