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Upselling for Call or Contact Centres Training

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For many of us, the thoughts of upselling might bring up images of annoying salespeople trying to line their pockets by selling us extra stuff we don’t need. Unfortunately, sometimes that does happen. What if you could make your customer feel like an upsell is helping them, then you’ll both win. This is even harder to do over the phone, you can’t gauge a customer’s reaction as easily and can risk losing the sale altogether. This workshop, gives you phrases and words that trigger customers to buy more. We will share the key elements involved in establishing a viable upselling and cross-selling routine for you and your staff, as well as helping you to establish and grow successful and profitable customer relations.

DCM can develop customised solutions or deliver off-the-shelf courses in-house for your team. This approach makes perfect sense for groups of 4+ delegates, enhancing cost effectiveness as well as team bonding.

Get Answers to Your Questions in the Upselling for Call or Contact Centres Course Brochure. The brochure contains: Course Format; Trainer Profiles; Previous Clients; Course Syllabus; Full 2018 Timetable & Course Fee.

Get the Customer Service Upselling Brochure & 2018 Timetable Instantly

What's Inside the Brochure?
  • Full course outline
  • Training Centres (5 Locations)
  • Fee and 2018 Timetable
Download Now

What you will learn:

  • Understand the psychology of customer buying habits
  • Use upselling and cross-selling ‘tricks’ and techniques
  • Create add-on and impulse sales to boost average checks and repeat business
  • Learn effective questioning and suggestive selling techniques to create sales opportunities
  • Learn the benefits of cross-selling to you and your customers
  • Gain new skills needed to overcome objections and resistance
  • Enhance staff performance and improve their productivity
  • Increase profits by taking proactive approach to selling, upselling and cross-selling

What is covered on this course?


  • Our business purpose with our customers

    Clarifications of business goals and purposes of our business

  • Cross selling or up selling

    Our goals; Benefits of cross selling to our customer; Benefits of cross selling for the company

  • Our goals on each telephone call

    Building customer loyalty by meeting and exceeding customer expectations; Adding value to the customer by cross selling; Introducing new products; Increasing sales

  • Improving the structure of telephone call


  • Ensuring that we ‘position’ the call & the relationship so that we are better placed to cross selling and upselling


  • Building rapport with our customer


  • Core skills to improve the conversation so that we can lead up to cross selling

    Listening skills; Using the customer’s name; Good questioning; Positive language

  • What are our products?

    The group refreshes their product knowledge; The products we offer & the benefits of each for our customer groups

  • Core sales skills

    How to introduce and sell our products; Positive confident language; Good language to sell the value of this product; Gaining agreement and positive closes

How does it Work?

Onsite Training is when we come to you to provide training on your premises or at a location of your choice. Not only will we run the course at a time and venue that suits you, we will also develop a unique programme particular to the developmental, cultural and business requirements of your company.

What's Involved?


Step 1 | After initial discussions, you meet with our training specialist. Here you both work together to design and sculpt a more comprehensive programme outline.

Step 2 | From this outline, a course is designed which addresses your exact needs. Sometimes this involves a completely new course designed from scratch, this depends on your needs.

Step 3 | Once you're happy with everything, the trainer will deliver the course at a venue of your choice on a date that suits.

Step 4 | Once complete, feedback will be gathered from delegates to ascertain the ‘true’ impact. And finally a report will be compiled for you outlining outcomes alongside your stated objectives.

Get a tailored training quote for your upselling training today Get Your Quote

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Location Date Max Attendee Registered
(so far)
Booking
Dublin | Training Centre 25 March 2016 14 14 Fully Booked
Dublin | Training Centre 30 May 2016 14 14 Fully Booked
Dublin | Training Centre 12 October 2016 14 14 Fully Booked

Get the Full Course Brochure & 2018 Timetable Instantly

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What's Inside the Brochure?
  • Full course & certification outline
  • Career opportunities & trends
  • Fee's and 2018 Timetable

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Mediation Skills Onsite Guide

  • Full details of the Mediation Skills Course

  • Case studies from companies we have delivered the Mediation Skills Course onsite with

  • 2014 Timetable for our public courses

  • Our onsite Mediation Skills trainer profiles

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Get the 2014 Mediation Skills Course Timetable

  • Nationwide locations and venues for 2014

  • Areas include | Dublin, Cork, Galway, Limerick, Meath and many other counties

  • Onsite training is also an option

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Upselling for Contact Centre

How can we help?

Thanks for getting in touch.

All of our team are currently busy with customers, so please leave your email address and we will get back to you within 10 minutes.

We promise :)