Many customer service representatives do not equate being helpful with cross-selling strategies. This program is designed to re-frame the concepts of selling and service so that the customer service representative is able to make suggestions to the clients over the phone, thereby increasing business.

• Three hour seminar

• Three hour workshop: role playing and group participation to practice the aforementioned techniques.

• Three hour coaching sessions: sales staff phone actual prospects and instructor coaches one-on-one.

• Definition of customer service

• Definition of selling

• Structure of an outbound calling script

• Dealing with customer responses

• Transition techniques from in-bound calls to selling opportunities Handling difficult customers