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Ambassadors of Customer Expereience Module 2

Ambassadors of Customer Expereience Module 2. Adding Value. Who is involved in selling?. Session Objectives. Identify why adding value & upselling is important, and what skills and knowledge is needed to do it effectively

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Ambassadors of Customer Expereience Module 2

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  1. Ambassadors of Customer ExpereienceModule 2 Adding Value

  2. Who is involved in selling?

  3. Session Objectives • Identify why adding value & upselling is important, and what skills and knowledge is needed to do it effectively • Spot appropriate opportunities for adding value and boosting business within your own and other departments • Demonstrate how to boost sales by offering options and alternatives

  4. Agenda Why is adding value & upselling important SpottingOpportunities ProductKnowledge Skills and Behaviours HandlingObjections Practice

  5. Why is it important?

  6. What can we learn from the supermarkets?

  7. Getting the balance right

  8. Exercise Identify as many opportunities for adding value as you can. Put each idea on a separate post it note. 4 minutes

  9. Spotting opportunities • How would you approach each situation to get the conversation going and identify what the customer may want? • Be prepared to feedback to the group • You have 5 minutes

  10. How can we tempt people?

  11. Skills and behaviours Qwho what why where when how

  12. Exercise • Find a partner and decide who is A and B • A to think of something your partner does not know about you (non work). • e.g. Where you want to go on holiday next year, how you will be spending Christmas, a hobby • B to ask as few open questions as possible to find out your partners ‘secret’ • A can only answer the question i.e. don’t give away any additional information

  13. Handling objections

  14. Your turn….. A B C

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