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Casual Articles - Cross-Selling Training
Human beings and the way they interact are extraordinarily Complex. Deming tried to define that complexity.We have since learned the impossibility of defining natural events in a digital way.When we ignore the complexity and allow people to get on with what they want to do by removing the barriers to their performance, their performance becomes extraordinary.I have been trying to discover why there is so much resistance to what is essentially some very basic philosophy.Demings early work on statistics and quality was built around an ability to analyse complex systems and the use of that analysis to predict complex outcomes.Deming was a statistician and his work very soon leaves the basic philosophy and becomes bogged in the complex use of numbers to define complex systems.The very complexity of his approach deters many students but there is a more fundamental problem with complex systems tha
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 feelin
Think out side of the box when it comes to fundraising. The old traditional ways to fundraise were great for your grandmother but now is the time to look for change. We are living in a face paced and dynamic society that expects a lot of fun, glitz and glamour with every thing they do. This includes fundraising. Look for ways to shake up the old school and turn out a new hip and exciting fundraising campaign.Ask your local teens to help. Contact the head administrator of your local high schools and explain your idea. Get the administrator to add in some motivation for the students by applying credit to volunteering or offering a ditch day at a local fun spot for kids. Your kids will be thrilled to help if they know that next month they get to spend the day at the water park instead of at the desk.Look for free venues. If you live ocean side the beach is a great place to start. If you are in the mountains look f
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 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 feeling
In order to form a Nevada corporation, a real presence of the corporation must be established in the state. If the business that incorporates is not dealt with like a Nevada corporation, the benefits can never be reaped. A Nevada corporation is considered an entity created by law and is separate from any other corporation and state corporation.The establishment of a Nevada corporation involves the generation of judgment proof, which serves the purpose of elimination of state taxes, and proof of business. One has to have an address and an office to start the corporation. It should have a genuine phone listing with an address in order to prove it is a Nevada corporation doing business in Nevada. The fact that the corporation does legitimate business is reinforced by the business license issued by the state of Nevada. The corporation’s office should have people to answer phone calls from customers, to receive and reply for the ma
• 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 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 feelin
My mom and dad recently celebrated their 50th wedding anniversary. One of my friends wanted to make a donation in their honor and so she sent a check to a non profit organization that my mom and dad support.Unfortunately, after 4 weeks my parents still had not received an acknowledgment of the donation nor had my friend received a thank you. I emailed one of the leaders of the non profit who said she would get right on it. It took 2 more weeks for my parents to receive the acknowledgement and 3 more weeks for my friend to receive a thank you.Neither family will be making donations to that organization any time soon. The organization itself is a very worthwhile cause, but people who donate money like to be thanked, and they like to be thanked in a reasonable amount of time.If you are working at a non profit, develop a template for thank you letters. You always want to personalize your thank you, but the content s
• 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 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 feelin
From the view of the casual observer, restaurant and hospitality management careers are pretty much organized in advanced and handed to you on a pre-fabricated career map – it seems like wherever you end up, you know you will spend a good part of your life working in a hospitality environment. But professionals understand the weaknesses in that statement. They know about the many variables of the restaurant and hospitality industry. They know the restaurant/hospitality industry can be a truly unique and fun workplace, and diverse in the scope of responsibilities that one can attain. As well as being a source for a very respectful income. They know how many vocational choices there are in their business. They know that some of the highest paid people in the US work in their industry. And they know that restaurant and hospitality workplace environments vary dramatically from concept to concept, as do management methods, styles, and tit
• 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 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 feelin
Create a Successful Restaurant by Considering these IssuesThe restaurant business is a tough business. So if you are contemplating owning a restaurant then beware. New restaurants open their doors every day, but most of them go out of business before the second year rolls around. There are great deal of competing restaurants out there causing the market to be flooded. If you understand all of this, but still want to open a restaurant then read on.Location should play an integral role in your restaurant palnning. Strive to find an area that will have a lot of pedestrian and automobile traffic. Verify, however, that there aren't a group of similar restaurants jammed in this area. Chain restaurants tend to have extensive advertising budgets and can overshadow your marketing efforts. Take time to consider any location, especially if it has another restaurant that is similar to yours in food, price,and other qualities.
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 not need anything else, the rep should close the call without even mentioning any other products or services. However, if the customer service rep could provide the customer better service by matching a product or service to an expressed need, then missing that opportunity is incomplete customer service.
A significant amount of Entelechy’s initial customer service training focuses on helping customer service reps see themselves as the customer’s advocate, someone who has insights and information that will help that particular customer. Through small and large-group discussion, we extend that “customer advocacy” to include an obligation to position relevant and beneficial products and services thereby gradually reducing and eliminating the biases that customer service reps have against sales.
Product Knowledge
Product knowledge is perhaps the most misunderstood element in the cross-selling equation. Companies spend time on product features and functions, yet
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