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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 objectives

By the end of the 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
A sales person reading an article

Adding Value with Cross-Selling

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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

All our training and coaching can be booked as a one-off course or session where your people will leave with the confidence, tools and skills needed to put their learning into practice Many of our clients work with us to reinforce this learning, while following the 70:20:10 framework, with 1:1 coaching, virtual webinars and learning bites to embed the learning and make it sustainable Here’s a sample of how that journey could look for your people:

Participant needs identified
Line managers briefed on learning programme
Attend face-to-face training course
Workplace activities and line manager coaching
Participate in virtual webinar
Workplace activities and line manager coaching
Individual 1:1 telephone coaching
Follow-up activities and/or action learning

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