Who is it for?
This is a programme especially tailored for teams who are looking to add value to customers and their experience, as well as to sales results. It’s well suited to those on the phone or in face-to-face situations where increased commercial awareness can have a big influence on results.
What does it cover?
Cross-selling and up-selling is a superb way to increase the value of every customer contact by suggesting other products and services that may be of interest to the customer. This course will teach you the skills you need to add value to your customers’ personal or professional purchase while increasing sales for your organisation.
Delegates will leave this programme with a new attitude towards the sales aspect of the customer service role and the skills needed to be successful in cross-selling, up-selling and overcoming initial resistance.
What will delegates be able to do differently?
- Use improved customer service skills
- Feel comfortable about sales and selling and not confuse activities with those of a ‘pushy sales person’
- Understand how qualification leads to increased sales and customer satisfaction
- Sell on customer needs using the features and benefits of your product or service
- Enjoy far better rapport with customers and enjoy their work more
- Be in control, assertive and professional at all times
Sales for Non-Sales People overview
- Difference and benefits of up-selling and cross-selling
- Questioning techniques to gather information from the customer
- Enhancing on features and benefits
- Negotiating to gain a true win/win outcome
- Finding and using your Unique Selling Point (USP) to your advantage
- How to look out for buying signals and gain commitment
- Setting achievable and realistic objectives
- Assertiveness: building the confidence to sell
- Turning difficult situations to your advantage
- Controlling a phone call in a professional and non-pushy manner
- Using listening skills to sell to customers’ needs
- Handling objections professionally
Book multiple places across many courses
Buy multiple training days on account at discounted prices
Call us on 0800 619 1230 to find out more
Book now
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What we do
Everything we do is about encouraging managers, leaders and key team members to consider the power and agency they have to deliver at the highest level.
We’re chosen repeatedly by many of the UK’s leading employers.
Our Clients
We’ve delivered results for over 8,000 businesses, public-sector organisations and non-profits. See some of them.
Case study
Assay Office Birmingham
The Assay Office Birmingham is a world leader in the identification and hallmarking of precious metals
Continue readingCustomer testimonial
I most enjoyed the fun, relaxed atmosphere. This really helped me feel comfortable enough to get involved and really retain the information!
I am taking away a lot from today's session. David had a great way of making you think about things in a different light.
The trainer David James was a delight to be tutored by.
All activity's were thought provoking without ever feeling like filler to fill some empty time unlike other courses I have been involved in.
The structure of the day was very useful as it allows me to plan my day with work accordingly. The information and work provided was useful and gave me many thoughts on how I could apply things to my own situations.
The content of the course was very helpful and I will definitely be doing some of the exercises with my team at the next opportunity. I enjoyed interacting with the group and sharing experiences and knowledge.
Consistency and flexibility
Deliver the same levels of learning in the ways that works best for each individual in your team. Whatever their circumstances.
Contemporary expertise
Our experienced trainers and assessors stay at the forefront by continuously training and being assessed themselves.
The Impellus Business Centre
The Impellus Business Centre provides online access to your organisation’s account and learning records. Free for all clients.
Entirely results-focused
Every course, every qualification, every time we help or advise we’re focused on delivering real and measurable workplace results.
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