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Will You Add? - Cross-Selling Training
If you are looking for a franchise opportunity that will offer you a good earning potential, you may want to consider purchasing a fitness franchise. The current health obsessed climate makes a fitness franchise a good way to create a money-making business while helping people look and feel their best. There are a number of fitness franchise opportunities out there, and finding the right one can be a satisfying venture for your entrepreneurial spirit.One type of fitness franchise is to open a fitness center. There are a number of types of fitness centers available for your fitness franchise purchase. You can even get specific with your fitness center. There are fitness franchise opportunities that are fitness centers exclusively for men or women or even ones that cater more to the serious fitness guru. Some fitness centers offer only specific types of fitness like jazzercise.Another type of fitness franchise avail
Training must provide demonstrations of these skills in action. Charlie Gargaly, customer service master trainer at Entelechy is adamant that the training show the skills being applied by THESE reps in THEIR environment: “Generic training doesn’t work here. Customer service reps need to see ‘one of their own’ successfully demonstrating the skills.” Gargaly recommends using video to c
Recent studies show that some 10 million plus home based businesses exist in the U.S alone. Within the top three are wholesale and retail trading, so creating and selling gift baskets would certainly be included in this group. This type of business would be especially attractive to an entrepreneur who would enjoy the freedom to express their creativity by assembling beautiful and unique gift baskets, in fact, this may be just the type of business that could work for you! There are already thousands of people providing this service, however, there are literally millions of busy people who rely on this kind of service, so there's plenty of room for you in the gift basket business. Here are a few tips to help you get started!The first step is to create your Business Objective by clearly outlining the ideal situation for your gift basket business. What is your vision? Brainstorming is helpful at this point, and once this is accomp
In order to effectively cross-sell through the service channel, start with an assessment of current abilities and comparing them to cross-selling competencies
An employee skilled at cross-selling:
• Views cross-selling as an extension of customer service and a way to solve customer problems.
• While addressing the reason for the customer call, listens and identifies clues to additional customer needs.
• Successfully addresses the customer’s original reason for the call before discussing additional products or services.
• Uses checkbacks to ensure that issues have been addressed, messages understood, and actions agreed to appropriately throughout the call.
• Throughout the call, listens for clues that may identify the caller’s predisposition for cross-selling (both in terms of product/service need AND in terms of receptivity).
• Successfully transitions to cross-selling by asking questions to investigate and/or clarify additional customer needs identified during the call.
• Matches appropriate products/services to meet specific customer needs.
• Positions the customer benefits of these products/services in terms and tone that demonstrate helpfulness to the customer.
• Ends discussion of additional products/services if the customer objects.
• Recognizes buying signals.
• Closes the sale by asking for confirmation by the customer.
Training must provide demonstrations of these skills in action. Charlie Gargaly, customer service master trainer at Entelechy is adamant that the training show the skills being applied by THESE reps in THEIR environment: “Generic training doesn’t work here. Customer service reps need to see ‘one of their own’ successfully demonstrating the skills.” Gargaly recommends using video to c
15) What would you do if . . . ? This question about imagined situations is usually posed to evaluate your reaction and judgment about decision-making matters involving the position.The answer here is to remember that the quality of your solution is not nearly as important as your attitude and approach toward the solution.Your first answer should be that the situation is probably not new, and your first move would be consult your superior who has more knowledge and experience in dealing with the problem, or you would ask others who have likely encountered the situation how they resolved the problem.Then, be sure to qualify your answer, whatever it may be. Say "I might consider . . .,” rather than "I would . . .” Always strive to be calm and rational in your approach, and certainly be open to receiving more information upon which to base a decision, or take an action.Remember, too, tha
An employee skilled at cross-selling:
• Views cross-selling as an extension of customer service and a way to solve customer problems.
• While addressing the reason for the customer call, listens and identifies clues to additional customer needs.
• Successfully addresses the customer’s original reason for the call before discussing additional products or services.
• Uses checkbacks to ensure that issues have been addressed, messages understood, and actions agreed to appropriately throughout the call.
• Throughout the call, listens for clues that may identify the caller’s predisposition for cross-selling (both in terms of product/service need AND in terms of receptivity).
• Successfully transitions to cross-selling by asking questions to investigate and/or clarify additional customer needs identified during the call.
• Matches appropriate products/services to meet specific customer needs.
• Positions the customer benefits of these products/services in terms and tone that demonstrate helpfulness to the customer.
• Ends discussion of additional products/services if the customer objects.
• Recognizes buying signals.
• Closes the sale by asking for confirmation by the customer.
Training must provide demonstrations of these skills in action. Charlie Gargaly, customer service master trainer at Entelechy is adamant that the training show the skills being applied by THESE reps in THEIR environment: “Generic training doesn’t work here. Customer service reps need to see ‘one of their own’ successfully demonstrating the skills.” Gargaly recommends using video to c
Let’s cut right to the chase of this article. There are five ‘P’s in motivating your audience. Whether your audience is a room of fifty to five hundred, an employee or a prospective client, you need to take them through these five ‘P’s to motivate them.• PAY ATTENTION – First on the list is to ensure they are paying attention to you. Before you can motivate anyone they have to listen to you. In today’s world of voice-mail, email, snail mail, telephone, cell phone and headphones, it is getting harder and harder for one to listen and be listened to. The reasons people do not really listen are numerous and include things like being preoccupied with work or family issues. Or perhaps they have a physical limitation such as hearing problems, which could be compounded by external noise. Then there are internal reasons, such as the listener does not see the obvious benefits of what you are sharing, or worse they though they hear
• Uses checkbacks to ensure that issues have been addressed, messages understood, and actions agreed to appropriately throughout the call.
• Throughout the call, listens for clues that may identify the caller’s predisposition for cross-selling (both in terms of product/service need AND in terms of receptivity).
• Successfully transitions to cross-selling by asking questions to investigate and/or clarify additional customer needs identified during the call.
• Matches appropriate products/services to meet specific customer needs.
• Positions the customer benefits of these products/services in terms and tone that demonstrate helpfulness to the customer.
• Ends discussion of additional products/services if the customer objects.
• Recognizes buying signals.
• Closes the sale by asking for confirmation by the customer.
Training must provide demonstrations of these skills in action. Charlie Gargaly, customer service master trainer at Entelechy is adamant that the training show the skills being applied by THESE reps in THEIR environment: “Generic training doesn’t work here. Customer service reps need to see ‘one of their own’ successfully demonstrating the skills.” Gargaly recommends using video to c
Several years ago I worked with a client in the Chicago area. One day during lunch, several of the employees were playing Frisbee out behind the plant. The president came out and asked what they were doing. One of the employees said, “We are on our lunch break and we are playing.” The president replied, “This is a place of business, not a playground. You are here to work, not have fun.” I couldn’t believe my ears. As a consultant for over 25 years, I can tell you that I have never before or since heard such a ridiculous remark from the president of a 50 million dollar a year business.So, you say, what’s the big deal? Some of you may believe that the president was right in his attitude. I can only tell you that when people work in a fun environment (and I don’t mean playing Frisbee in the halls) they:· will be more productive. · will make fewer mistakes. · will release their stress in a productive way rat
• Matches appropriate products/services to meet specific customer needs.
• Positions the customer benefits of these products/services in terms and tone that demonstrate helpfulness to the customer.
• Ends discussion of additional products/services if the customer objects.
• Recognizes buying signals.
• Closes the sale by asking for confirmation by the customer.
Training must provide demonstrations of these skills in action. Charlie Gargaly, customer service master trainer at Entelechy is adamant that the training show the skills being applied by THESE reps in THEIR environment: “Generic training doesn’t work here. Customer service reps need to see ‘one of their own’ successfully demonstrating the skills.” Gargaly recommends using video to c
Although the Six Sigma methodology originally started out as a way to improve processes and products in a manufacturing environment, today it has grown to encompass a broad range of industries. As companies begin to realize the benefits a total quality improvement cycle can have upon the organization they are adopting Six Sigma and its practices into their own fold.Organizations not only receive the quality benefit of Six Sigma in their products and processes, but also significant cash savings can be realized as part of adapting such a process. In one example, GE realized a savings of close to $300 million dollars in the first year of implementation of Six Sigma.Health care organizations can see benefits that not only affect the bottom line of the company, but also affect the quality of care and overall recovery rate for patients. In one example a hospital used Six Sigma practices to significantly reduce the amount o
Training must provide demonstrations of these skills in action. Charlie Gargaly, customer service master trainer at Entelechy is adamant that the training show the skills being applied by THESE reps in THEIR environment: “Generic training doesn’t work here. Customer service reps need to see ‘one of their own’ successfully demonstrating the skills.” Gargaly recommends using video to capture vignettes of real reps demonstrating the specific skills; use the videos in training to demonstrate and discuss the skills.
However, for training to be successful, two obstacles MUST first be addressed. We must address the predisposition some employees may have against sales. And we must ensure that the product information includes clear and specific benefits. Let’s look at these two obstacles.
Predisposition Against Sales
“I’d rather quit than sell.” “I was hired to help people, not manipulate them.”
The feelings of many customer service reps towards sales are often more violent than those expressed by customers! Clearly, introducing cross-selling training to such an audience would fail quickly and unequivocally. Therefore, a critical initial step is to help customer service reps see cross-selling for what it is (or what it SHOULD be): an extension of providing the best and most complete service to the customer.
Although presenting some of the research findings mentioned earlier might lower the defenses of many customer service reps, metamorphosis happens at two levels. The first is recognition that they themselves have happily purchased items that others suggested; in other words, the customer service reps themselves have benefited from a relevant and timely recommendation made by someone else. The second is the realization that THEY as customer service reps are sometimes the ONLY people who are in a position to provide this helpful information to customers.
It is important for customer service reps to see that positioning products and services that will benefit the customer IS customer service! Of course, if the customer is satisfied and does
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How Time Pressure Affects the Outcome of a Negotiation
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