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Briefings Audio Conference
Would you like Fries with That?
Best Practices in Customer Service Up-Selling and Cross-Selling
In a tightening economy, every company is turning towards increasing revenues through up-selling and cross-selling. But what does that REALLY mean, and what role does customer service play? Judy McKee says: Every Call Center is a profit center for the company.
A U.S. bank improved their inbound sales by 42% by utilizing cross selling and up selling within the customer service department. Likewise, a nationwide telephone company used this technique and increased the number of bundled services offered by a Customer Service Representative by 47%.
You may say, “But our customer service agents are too shy to up-sell and cross sell.” Or, “My department tends to think of sales as a negative thing.”
Join us for a 90-minute audio conference as we explore a proven sales training program. Upon completion of the course, you will have the tools needed to train your staff how to choose their words carefully in order to make it easier for the customer to buy while feeling supported and not sold. Customer service representatives will learn to look at cross-selling and up-selling as opportunities to help customers. Staff members will also walk away with three specific methods they can use on each and every call they take. The number of up-sells and cross-sells within your company will go up.
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Learning Objectives:
- Implement methods used to up-sell in ways that guarantee success.
- Define and implement the L-A-M-A technique to work in Tables.
- Identify new up-sell and cross-sell opportunities within your company.
- Teach and train your staff on these concepts.
Click Here to Register |
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Continuing Education
This is a CEU presentation. Earn 0.15 CEU credits for attending. For a list of organizations accepting this CEU, please visit http://www.iacet.org
/resources/accept_
ceu.htm. For information on obtaining the CEU click here
This Program has been approved for 1.5 CM Continuing Education Credits. Please visit www.icpm.biz for more information.
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Who Should Attend?
- Owners
- Managers
- Supervisors
- Team Leaders
- Coaches
- Call Center Managers
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Presenters
 Judy McKee
President
McKee Consulting
www.TrainYourCallCenter.com
Judy McKee is a nationally known motivational speaker, seminar leader, sales trainer and author. Judy is a pioneer in the telemarketing industry. She began her career as a telephone sales representative and knows the business thoroughly. With her roots in sales, management and training, she knows the art of telephone sales and how to teach it. She works in every media such as video and audio training. In the past five years she has created many WEBINARS and e-learning courses for national companies on various call center subjects.
Ms. McKee is also the author of The Sales Survival Guide, Scriptwriting for Effective Telemarketing; Maximizing Customer Contact - How To Turn Customer Service Representatives Into Sales Achievers and collaborated with Sally Cordova on the The Positive Coach Approach.
Judy works with her business partner and Coach Trainer, Sally Cordova in their business, McKee Consulting located in Escondido, California.
Click Here to Register
*CD Only - $199
A $25 CEU processing fee applies for all CEU requests
Questions About this AudioConference? Call 1-800-431-7571
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