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Sales—The Other Side of Service™
Increase revenue through cross-selling and up-selling
 Program Benefits
Sales—The Other Side of Service™, from Impact Learning Systems, teaches your employees the skills they need to add value to their customer’s personal or professional lives while increasing sales for the company. By focusing on the consultative or service aspect of selling, the program appeals to experienced sales reps as well as customer service or technical support reps who may be resistant to selling. During the training, participants practice skills as they relate to their own customers and jobs. One month of on-the-job exercises cements learning.
After the program, participants immediately apply what they learned in order to:
- understand how combining sales and service is the best way to serve customers
- increase up-selling and cross-selling
- effectively match product features and benefits to customer needs
- gain commitment
- handle customer resistance
- increase revenue while building customer loyalty
Critical Applications
Sales—The Other Side of Service is the perfect course when your organization needs to:
- add value to customers
- increase revenue
- encourage customer care representatives to sell products or services
- build customer satisfaction and loyalty
Program Description
During the program, participants learn how to:
- identify opportunities for cross-selling and/or up-selling
- bridge to the offer
- question to grab interest
- introduce benefits that match customer needs
- gain commitment
- handle resistance
More than just a training event, Sales—The Other Side of Service makes sure the following questions are answered:
I. Do they know it?
Participants learn material through engaging workbook or online reading assignments, mini-lectures, and lively group discussion. Learning is assessed through quizzes and trainer observation.
II. Can they do it?
Learning what it takes to up-sell or cross-sell isn’t enough; your employees need to practice each step of the way. After each reading assignment or mini-lecture, participants practice a generic example in a written, audio, or group exercise so they can focus on the skill they’re learning, not the product or service they represent. Participants then practice the same skill with their own product or service in a simulated job environment. This means participants can immediately apply the skill back on the job so that your training investment pays off.
III. Will they do it?
Sales—The Other Side of Service includes action plans and on-the-job exercises that allow participants to focus on one skill each day while working with customers back on the job. The companion program for front-line supervisors/coaches, Making It Happen™, teaches the coaching skills necessary to inspire outstanding performance.
Implementation/Customization
The program is available in instructor-led or online learning formats, or a blend of the two. It is approximately 6-12 hours, depending on delivery, and can be delivered all at once or broken into small learning units to fit training time available. Ideal class size is 6 -18 participants. Impact’s free online Progress Management Center lets you track the progress of each student. Although participants spend at least one-third of the program working on specific examples from their own jobs, further customization is available in the form of exercises, case studies, role plays, and job aids.
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