Customer Experience Strategies

Bridging Service into Sales

Turn service conversations into new opportunities.

  • Onsite Instructor-led

Program description

Give your team the skills to cross-sell and upsell holistically.

Your customers interact with your service professionals 10x more than they do with your sellers. Are you equipping all of your customer service reps with the skills to upsell, cross-sell and service accounts effectively? Ensure a higher level of service by recognizing sales opportunities in customer interactions while maintaining the edge of positive defining moments.

Your customer service reps weren’t hired to be sellers, but exceeding customer expectations requires being ready to respond to their need. Show your teams how to listen for cues and clues to take advantage of opportunities to bring sales into service—and increase organizations’ profitability while enhancing customer relationships.

Learning objectives

  • Define the importance of their role and the behaviors that enable them to connect with customers and initiate dialogue.
  • Determine how to listen for and look at opportunities, and then explore those opportunities by explaining appropriate solutions to customers in a way that best matches their need.
  • Act on opportunities and propose the next step during customer interactions to ensure customer satisfaction.
  • Show skills and explore techniques for expanding relationships during customer interactions to improve customer satisfaction and increase profitability.

Who should enroll in this course

If your organization wants to obtain more rev­enue per cus­tomer while build­ing cus­tomer loy­alty, sign your customer service reps up for Bridging Sales into Service. After this training in customer experience best practices, your customer service reps will:

  • Understand that sales is an advanced type of service.
  • Rec­og­nize and define buyer needs.
  • Lis­ten for or cre­ate oppor­tu­ni­ties to cross-sell.
  • Cre­ate a nat­ural, con­ver­sa­tional bridge to the offer.
  • Have more confidence in their selling activities.
  • Know how to over­come resis­tance in a pos­i­tive way.
  • Help you close more business.