Frontline Service and Upselling
Some purchases are necessary. Others are entirely emotional — and knowing the difference changes how you sell.
About the course
This 1-day workshop for frontline and counter sales staff uses the DISC personality approach to tailor upselling technique to each client type, alongside simple, high-impact customer care actions and referral-generation tactics. The result: staff who increase spend and loyalty without feeling pushy.
What it covers
Attitude and Aptitude
What it is all about. How to maintain a good attitude in times of stress
Determining Your Personal Vision
Identifying what it is that motivates you and identifying how much of that the client actually provides - a highly motivational module
Customers - their expectations
What do clients expect from us?
Emotional vs. Necessary Purchase
Identifying the different buying attitudes and the different techniques one can use to encourage more spending
DISC Approach from an Upselling Perspective
How to sell to which personality type
Simple Actions - Huge returns
Do sweat the small stuff when it comes to customer care
Major Do's and Don'ts
Understanding our multicultural society
Practical Tools for Dealing with both Easy and Difficult Clients
Communication tools to ensure that we are getting the full story across
Ensuring the Referral
Small but effective ways to get your clients to be your best sales people
Run it for your team
We can adapt Frontline Service and Upselling to your industry and your people’s real situations, and run it at your premises, at our venue or as a virtual workshop. We agree the outline with you before you order, and the rate per delegate drops as the group grows.