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No one wants to feel like they’re being sold to, but we all want to get more value from the companies we work with. For businesses, being able to make helpful and valuable recommendations to customers that help to improve their world can position them in a very strong light. As well as improving the customer experience, effective cross-selling is a crucial part of the financial growth of your company.

This practical and interactive workshop will encourage customer service advisors to think differently about cross-selling, seeing it more as something that can benefit the people they speak to rather than pushing products. They will develop their listening skills, and the opportunity to identify needs through general conversation. Through a variety of activities and discussions, participants will also be able to find strong matches between customer needs and your products and position them and their benefits at the right time in the conversation.

This workshop includes a full range of learning interventions including scenario discussions, role-plays, trainer demos and peer feedback. Participants will leave with increased confidence in their ability to make recommendations for clients.

Learning outcomes

By the end of this session, participants will:

  • Understand how cross-selling can benefit the organisation and its clients
  • Be able to ask broad questions to identify unknown needs and listen intentionally
  • Know how to present information effectively to customers and at the right time
  • Be able to match the right product to the client need
  • Have increased confidence in their ability to recommend additional products to customers

Please note that these outcomes are a guide only and the precise outcomes will vary with the delivery method and duration of the session.

Adding value with cross-selling

Adding Value with Cross-Selling

is available as

Tailoring our design for you

This outline provides a great flavour of the skills and knowledge your people will benefit from by attending any Speak First training or coaching on this topic – whether standard, tailored or bespoke.

Here’s how Speak First can make the training even more relevant for you and your people:

Tailored Design

Tailored design develops existing content and enhances it with relevant case studies, role-plays and more to make the learning even more effective for your people

Bespoke Design

Working in partnership with you, we develop bespoke solutions that incorporate this, and other topics, to create custom solutions for your organisation’s specific needs

Sample Participant Journey

The learning solutions featured on our website can all stand on their own as high-quality and high-impact learning interventions for your team – however, they are at their best when delivered as part of a wider learning programme, helping you achieve your strategic imperatives and your people benefit from much deeper and expansive learning journeys. We work with you as consultants, collaborators and design partners to establish learning outcomes and create the perfect programme - below is an example of what your people’s learning journey might look like.


Overall scope of programme agreed with client
Virtual/face-to-face training session(s)
In-between work: on-the-job assignments
Virtual/face-to-face training session(s)
Facilitated learning group sessions (group coaching)
Virtual/face-to-face training session(s)
Programme closing session – a celebration of success
Continuous learning support, virtual or face-to-face

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