Call Center Cross-Selling and Upselling | ICMI
Empowering contact center excellence for 30 years!

Blending Sales and Service

Delivery Method

Date/Time

Price

Online Training Pass
Access all virtual courses for 1 year.

Whenever
you want

Varies

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Client Site Training
Bring this course to your facility.

Varies

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More and more, agents are called to blend service skills and sales skills, even if that is only through making an offer at the end of the call. Through ICMI’s Blending Sales and Service course, agents learn the fundamental skills and techniques that will give them the confidence to increase their sales potential. Just imagine what that confidence will do for your organization’s bottom line!


Who should attend
  • Agents
  • Team Leaders
What you will learn

    How to maximize your inbound customer sales through

  • Building relationships
  • Understanding buying psychology
  • Using questions effectively to meet goals and control the call
  • Overcoming objections and closing effectively
  • Recognizing and capitalizing on upsell and cross-sell opportunities
Get started

List Price: $695

Course Duration: 1 Day

This is a 1 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information to speak with your Account Manager.

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Course Outline

Module 1 Relationship-Driven Sales

  • Four stages of the inbound sale
  • The importance of respect, expertise, and solution
  • The importance of first impressions
  • Key considerations for listening
  • Getting to the solution
  • The new model of selling (relationship-oriented)
  • Four steps to building the relationship


Module 2 The Psychology of Buying

  • The 7 principles that drive buying behavior and how they impact the sales experience


Module 3 Effective Questioning

  • Using questions to build the relationship
  • Using questions to determine eligibility
  • Using questions to find out what is important to the customer
  • Using open and closed questions effectively
  • How to control the conversation appropriately
  • Three questions to use when you don’t know how to respond
  • Feel, Felt, Found technique


Module 4 Handling Objections and Closing the Sale

  • The importance of relationship in handling objections
  • 5 steps for handling objections
  • Identifying and handling declared statements, subtle put offs, and legitimate concerns
  • Handling price
  • Moving to the close


Module 5 Upselling and Cross-selling

  • Identify opportunities to upsell and cross-selling based on relevance
  • Considering the impact of upselling and cross-selling<\li>
  • Presenting opportunities in terms of the benefit for the customer
QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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